Martha Aklibosu
Westerville,OH
Summary
Proven leader in payment solutions and client relationship management, I excelled at Bread Financial by innovating payment processes and enhancing customer satisfaction. With strong analytical skills and exceptional customer service, I significantly improved operational efficiency and recovery rates. My expertise in risk management and persuasive communication ensures optimal financial outcomes and lasting client relationships.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Payment Solutions Associate
Bread Financial
Columbus , Ohio
11.2022 - Current
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Tracked incoming funds from customers using various methods such as ACH transfers or wire transfers.
- Contacted customers with delinquent accounts to solicit payment.
- Created innovative processes for streamlining the payments process across multiple systems.
- Negotiated credit extensions and waivers when necessary.
- Accepted and processed customer payments and applied toward account balances.
- Analyzed customer payment data and identified discrepancies in billing cycles.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Maintained accurate records of all transactions related to payments processing operations.
- Conducted financial analyses to identify potential opportunities for payment optimization.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Exceeded customer satisfaction by finding creative solutions to problems.
Recovery Specialist
Bread Financial
Columbus , Ohio
05.2018 - 11.2022
- Conducted in-depth analysis of debtors' financial situations to propose feasible solutions.
- Coordinated with other departments to ensure a comprehensive approach to account management.
- Adhered to federal, state, and local regulations governing debt recovery, ensuring compliance.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Completed skip tracing to locate individuals responsible for past due balances.
- Utilized advanced debt collection software to track and manage recovery efforts efficiently.
- Managed a high volume of accounts, prioritizing tasks to meet recovery targets.
Career Coach/Operation Team Leader
Alliance Data(Bread Financial)
Columbus , Ohio
06.2016 - 06.2018
- Coached new hires in the Payment Solutions department during the nesting period.
- Coached all payment solution associates struggling to rank by creating new training negotiation documents according to the trainee's collecting style to help associates rank.
- Suggested and offered specific training programs to help workers maintain or improve job skills.
- Delivered training using multiple methods to reach diverse learning styles.
- Explained goals and expectations required of trainees.
- Implemented systems and procedures designed to improve overall efficiency within the department.
- Maintained accurate records of all collections activities including communications with customers.
- Implemented collection strategies to reduce outstanding account balances.
- Ensured compliance with federal and state collections laws and regulations.
- Attended training on credit management and civil court practices to maintain up-to-date knowledge.
- Interpreted and explained work procedures and policies to brief staff.
- Provided training and guidance to new collections staff on best practices and company policies.
- Conducted analytical review of client financial stability to determine payment options.
- Liaised with management to identify issues attributing to account delinquency and discuss solutions to bring in revenue.
- Developed work schedules according to budgets and workloads, covering priority tasks.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Produced monthly reports detailing progress against established goals for collections activity.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Supervised, evaluated or referred instructors to skill development classes.
Payment Solutions Co-brand(3-6)
Alliance Data (Bread Financial)
Columbus , Ohio
06.2014 - 06.2016
- Researched and resolved customer inquiries regarding payments and payment solutions.
- Provided technical support to customers during the implementation of new payment solutions.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Monitored accounts to identify overdue payments and pursue timely remedies.
- Met demands of busy collections group by performing high volume of daily calls.
- Identified past due accounts and contacted account holders to arrange payment.
- Upheld privacy and security requirements for customer information.
- Recorded and updated customer personal accounts with accurate contact information.
- Adhered to all applicable laws, regulations, and company policies.
- Encouraged customers to pay due amounts on credit accounts, claims or overdrawn checks.
- Monitored customer accounts for changes in financial status or contact information.
Education
Associate of Arts - Business Administration
Columbus State Community College
Columbus, OH01-2008
Bachelor of Arts - Business Administration and Management
The Ohio State University
Columbus, OHSkills
- Strong analytical skills
- Relationship management
- Time management
- Persuasive speaking
- Client relationship management
- Attention to detail
- Risk management
- Sharp critical thinker
- Accuracy and precision
- Exceptional customer service
- Calm under pressure
- Excellent communication
- Quality assurance
Certification
- Scrum Master ( 2022)
- Certified in SAfe
- State of Ohio Insurance License
Accomplishments
- Columbus State Deans List
- Ohio State Scholars Program
- Top Team Coached Award
- Promoted to Career Coach
- Key Performer in Payment Solution
- Prefect Call Quality Awards
Timeline
Payment Solutions Associate
Bread Financial
11.2022 - Current
Recovery Specialist
Bread Financial
05.2018 - 11.2022
Career Coach/Operation Team Leader
Alliance Data(Bread Financial)
06.2016 - 06.2018
Payment Solutions Co-brand(3-6)
Alliance Data (Bread Financial)
06.2014 - 06.2016
Associate of Arts - Business Administration
Columbus State Community College
Bachelor of Arts - Business Administration and Management
The Ohio State University
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