Maureen P. Gross

• Managed customer accounts to facilitate timely debt recovery and minimize outstanding balances.
• Developed effective communication strategies to negotiate payment plans with clients and improve collection rates.
• Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
• Processed payments and applied to customer balances.
• Maintained high volume of calls and met demands of busy and productive group.
• Negotiated to collect balance in full.
• Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
• Increased productivity levels through efficient time management and prioritization of daily tasks.
• Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
• Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
• Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
• Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
• Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
• Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.
• Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
• Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
• Assisted in training new hires on department procedures, system navigation, and best practices for successful collections.
• Used probing techniques to determine debtors' reasons for delinquency.
• Researched accounts and completed due diligence to resolve collection problems.

• Contact borrowers to discuss delinquent mortgage accounts, set up payment plans and or immediately process payments.
• Participate in outbound dialer calls and answer departments busy inbound calls
• Deliver exceptional customer service on collection calls while maintaining calm and professional demeanor.
• Assist with departments high volume of calls while meeting metrics individually and collectively.
• Escalate calls as needed to Management
• Seek Coaching and feedback to increase skills
• Reviewed over [Number] financial statements per week.

• Contact tracing, reaching out to patients that have tested positive for Covid 19 through outgoing calls..
• Answered incoming calls from patients returning texts or calls to perform contact tracing surveys and or scheduling of Covid vaccines.
• Outbound calls to call patients to ensure aware of positive Covid 19 testing, perform contact tracing survey and scheduling of Covid vaccines within customers jurisdictions.
• Placed phone calls to newly diagnosed patients and potentially exposed people
• Following script when interviewing people
• Ask questions that help someone remember who they've been in close contact with
• Educate contacts on approved protocol to reduce risk of Covid 19 spread
• Collect and document necessary information into CRM
• Understand symptoms, infectious periods and treatments
• Protect patient privacy

Member Service Representative 10/2019 to 06/2020

REDWOOD CREDIT UNION – Lower Lake, CA

• · Provided exceptional member service to members, employees, volunteers and staff
• · Assisted in opening new membership, processing loan payments, balance cash, checks and other monetary means daily
• · Completed members transactions accurately and timely
• Investigated and resolved customer inquiries and complaints quickly
• Recommended specific products and services in alignment with individual needs, requirements and specifications
• Input and documented many deposits each day with high accuracy and full compliance with regulatory requirements
• · Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions

• Contact members regarding delinquent loans for purpose of obtaining payments, arranging payment plans to bring loans current
• Responsible for skip tracing, Reviewing collateral for repossession if all options exhausted
• Provided financial counseling, including debt repair, credit improvement and or budgeting tools
• Accept all incoming calls while providing excellent member service at all times
• Maintained or exceeded department and individual goal of 80 calls per day
• Exceptional phone quality and production of work
• Processed payments via ACH or credit cards
• Led weekly department meetings with updated information from Management
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
• Processed and submitted skip a pay, deferments, trial modifications, and loan modifications to loan officer for review and approval
• Have a working understanding of Bankruptcy chapters 7 and 13, as well as asset review

• Loaded and maintained provider demographic and contractual information within Provider Database
• Ensure data loading complies with management, organizational policies and procedures
• Maintained nationwide department goal of 98 - 100 percent accuracy
• Recognized for highest production and quality of calls
• Researched claims for accuracy and payment reconciliation
• Responsible for over fifty medical groups for inputting their provider medical group for creating provider directories
• Developed and maintained strong working relationships with matrix partners and organization