Enthusiastic Senior Collections/ Credit Specialist eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Collections and Asset recovery and training in Collections. Motivated to learn, grow and excel in Asset Recovery. With over ten years of successful experience in Collections and Customer Service. Recognized consistently for performance excellence and contributions to success in the Collections industry. Strengths in Communication and Team work backed by training in CFPB Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
14
14
years of professional experience
Work History
Collections/Credit Analyst
Steam Logistics
CHATTANOOGA, TN
02.2022 - Current
Prepared reports on current findings and actions taken for accounts under investigation.
Created and maintained databases on activity conducted in accounts.
Used wide variety of financial analysis tools to examine customers for potential risk via liquidity, leverage ratios and forecasting trends.
Reviewed files to select delinquent accounts for collection efforts.
Called customers by telephone or email to collect past due invoices, verify accuracy of charges or to correct account errors.
Entered client details and notes into system for interdepartmental access and review.
Processed debtor payments and updated accounts to reflect new balance.
Worked with customer to create debt repayment plan based on current financial condition.
Listened to customers and negotiated solutions that met creditor and debtor needs.
Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.
Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Carried out day-day-day duties accurately and efficiently.
Demonstrated respect, friendliness and willingness to help wherever needed.
Executed billing tasks and recorded information in company databases.
Followed up with appropriate parties to obtain prompt payments.
Developed rapport with clients and vendors to cultivate loyalty and satisfaction.
Produced large volumes of client invoices using collection max, Salesfore, Front, and Dunn& Bradstreet
Collected data to complete detailed financial reports for stakeholders and management.
Reconciled past due accounts achieving 70% reduction in outstanding invoices.
Identified, researched and resolved billing variances to maintain system accuracy and currency.
Generated and submitted invoices based upon established accounts receivable schedules and terms.
Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
Managed efficient cash flow reporting, posted cash receipts and analyzed chargebacks, independently addressing and resolving issues.
Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
Applied more than 35 payments per week.
Worked with accounting and assisted brokers to properly apply customer remittances.
Performed targeted collections on past due accounts aged over 180 days.
Called customers by telephone to collect past due invoices, verify accuracy of charges or to correct account errors.
Initiated repossession process or service disconnection upon failure of other collection methods.
Completed data entry tasks with accuracy and efficiency.
Compiled data and reviewed information for accuracy prior to input.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Documented and detailed calls and complaints using call center's CRM database.
Resolved concerns with products or services to help with retention and drive sales.
Handled over 100 outbound calls per shift to meet fast-paced call center demands.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Cross-trained and provided back up for customer service managers.
Communicated professionally with colleagues, freelancers and clients.
Trained new personnel regarding company operations, policies and services.
Answered average of 200 calls,100 emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Fresh Pack Produce Coordinator
Food City
Hixson, TN
08.2021 - 02.2022
Maintained produce display, and prep and storage areas in clean and orderly condition.
Assisted customers with produce questions.
Maintained produce area and kept produce storage area clean and sanitary.
Organized efficient merchandise replenishment strategies to keep shelves stocked and well-organized for customers.
Trimmed, washed and bundled produce.
Priced produce to achieve margin and sales goals.
Strengthened profits by reducing waste, controlling shrinkage and increasing team efficiency with optimized workflows.
Boosted grocery sales with top-notch merchandising abilities and expertise in implementing effective promotions.
Collections Specialist
Big Rig Lending
Dalton, GA
12.2019 - 08.2021
Negotiated to collect balance in full.
Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Processed payments and applied to customer balances.
Counseled debtors on payment options and arranged installment agreements.
Achieved performance goals on consistent basis.
Maintained high volume of calls and met demands of busy and productive group.
Night Auditor
STAYBRIDGE SUITES
Chattanooga, TN
01.2019 - 06.2021
Produced accurate line-item guest bills detailing individual charges and explained each to customers to maximize satisfaction
Checked auditing discrepancies by reconciling cash drop and credit card transactions
Managed inventory of keys and linens each day and included all necessary information on audit reports
Reviewed item requests and room service orders for accuracy and any needed assistance
Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service
Assisted guests in locating ammentities such as casino, gift shop, restaurants, fitness center, pool and spa
Balanced accounts and conducted nightly audits to keep bookkeeping current
Assisted hotel guests with check in and out procedures courteously
Performed balance procedures for hotel accounts and resolved discrepancies
Collections Specialist
CHATTANOOGA MOTORS
Chattanooga, TN
10.2017 - 12.2019
Met demands of busy collections group by performing high volume of daily calls
Located and monitored overdue accounts using billing system to begin collections process
Prepared packages containing all pertinent documentation for collections accounts
Arranged for debt repayment and established repayment schedule based on customer finances
Reviewed accounts to determine payment plan compliance
Overcame objections by applying advanced training and persuasion techniques
Completed skip traces on customers failing respond to collection efforts
Recorded information about customers' financial status and collections status efforts
Collections Specialist/ Negotiating Team Lead
NEW ERA SOLUTIONS
Marietta, GA
09.2014 - 10.2017
Determined impact of proposed solutions for delinquent clients, discussed options and determined candidates for foreclosure
Received payment and ensured proper posting to appropriate customers accounts
Recorded and updated customer personal accounts with accurate contact information
Executed affidavits, modifications and forbearance agreements for official court proceedings
Negotiated to collect balance in full.
Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Processed payments and contracts on accounts.
Trained new team members on scripts, company services and collection strategies.
Used skip tracing and other techniques to locate debtors.
Listened to customers and negotiated solutions that met creditor and debtor needs.
Worked with customer to create debt repayment plan based on current financial condition.
Processed debtor payments and updated accounts to reflect new balance.
Entered client details and notes into system for interdepartmental access and review.
Wrote scripted conversation prompts to convey current account information and obtain payments.
Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.
Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
Collections Specialist
United Financial Services
Roswell, GA
11.2013 - 09.2014
Evaluated effectiveness of training by surveying trainees and managers and collecting before-and after-data showing training impact
Negotiated credit extensions to assist customers in paying overdue accounts
Completed skip traces on customers failing respond to collection efforts
Recorded information about customers' financial status and collections status efforts
Recorded and updated customer personal accounts with accurate contact information
Received payment and ensured proper posting to appropriate customers accounts
Collections Specialist
Huffman Swartz & Associates
Marietta, GA
06.2013 - 11.2013
Completed skip traces on customers failing respond to collection efforts
Arranged for debt repayment and established repayment schedule based on customer finances
Recorded and updated customer personal accounts with accurate contact information
Collections Specialist
Rosenthal Stein & Associates
Atlanta, GA
01.2011 - 03.2013
Recovery Specialist Recovered lost assets to company Operated multi phone lines Assisted in customer complaints
Negotiated credit extensions to assist customers in paying overdue accounts
Notified customers of delinquent accounts with attempt to collect outstanding amounts
Reviewed accounts to determine payment plan compliance
Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments
Recorded and updated customer personal accounts with accurate contact information
Completed skip traces on customers failing respond to collection efforts
Structured manageable repayment plans with delinquent borrowers of commercial, mixed use, multi-family and home equity loans
Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals
Arranged for debt repayment and established repayment schedule based on customer finances
Received payment and ensured proper posting to appropriate customers accounts
Located and monitored overdue accounts using billing system to begin collections process
Executed affidavits, modifications and forbearance agreements for official court proceedings
Processed payments over phone and set up recurring drafts
Negotiated rates with customers and entered payments into accounting system
Maintained consistent high performance by establishing solid record of achieving or exceeding objectives through use of customer Service and Listening
Met demands of busy collections group by performing high volume of daily calls
Education
Associate of Science - Information Technology
University of West Georgia
Carrollton, GA
05.2011
Associate of Science - Medical Office Expert
Javelin Training Center
Marietta, GA
05.2010
Skills
CPT Coding
Customer Service
Insurance
Medical Terminology
Office
Office Administration
Scheduling
Answering Phones
Medical billing and coding
Billing and coding expertise
Medical terminology understanding
Medical terms and procedure knowledge
Standard medical equipment knowledge
Medical billing code accuracy
Medical coding
Billing practices
Credit and collections
Commercial Lending and Refinance
Risk management
Payment acceptance
Skip Tracing
Payment Scheduling
Credit and Collections
Payment Solicitation
Monthly Reconciliations
Persuasive Negotiations
Credit Accounts
Correspondence Sorting and Filing
Terms Review and Enforcement
Problem Identification
Balance Sheets
Overdue Balance Detection
Analytical and Critical Thinking
FDCPA Compliance
Loan Applications
Automated Account Review
Account Monitoring
Delinquent Account Notification
Customer Advising and Referral
Customer Locating
Accounts Payable and Accounts Receivable
Negotiation and Resolution
Updating Customer Accounts
Debt Reduction
Statistical Trends
Managing Delinquent Accounts
Problem Investigations
Statement Billings
Debt Repayment Negotiation
Locating Debtors
Persuasive Communication
Outbound Calls
Google Docs
Persuasion Techniques
Options Counseling
Loan Modification
Reading Comprehension
Goals and Performance
Medical Billing and Collections
Communications Strategies
Diagnostic Codes
Financial Transactions
Contacting Borrowers
Account Adjustment
Solution Building
Pleasant Telephone Demeanor
Organizational Skills
Fair Debt Collections Practices
Applied Mathematics
Billing Systems and Software
Invoice Documentation Management
Adding, Calculating and Billing Machines
Collection Practices
Account Posting
Billing Data Verification
Stop Payments
Statement Distribution
Itemized Statement Preparation
Fee and Charge Computation
Services Rendered Documentation
Google Drive
Claim Processing
Billing Dispute Resolution
Customer Contact
Charge Slips
Invoicing Proficiency
Client Rapport-Building
Electronic Document Management System
Microsoft Office 365
Job Billing
Credit Term Computing
Account and Ledger Reconciliations
Electronic Health Records Systems
Insurance Claim Requirements
Submitting Insurance Documents
Inputting Claims
Billing Document Creation
Records Management
Bill Payment
Benefits Verifications
Patient Collections
Electronic Claims
MEDISOFT
ICD-9
Credit Extension Negotiation
AR Aging Reports
Administration and Management
Delinquency Monitoring
Auto Dialers
Customer Satisfaction
Spreadsheet Tracking
Strategic Financial Planning
Word Processing
Data Entry Documentation
Team Management
Active Listening
Efficient Data Entry
Staff Training
Entry Recording
Advanced Excel Spreadsheet Functions
Payment Collection
Complex Problem-Solving
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Collections/Credit Analyst
Steam Logistics
02.2022 - Current
Fresh Pack Produce Coordinator
Food City
08.2021 - 02.2022
Collections Specialist
Big Rig Lending
12.2019 - 08.2021
Night Auditor
STAYBRIDGE SUITES
01.2019 - 06.2021
Collections Specialist
CHATTANOOGA MOTORS
10.2017 - 12.2019
Collections Specialist/ Negotiating Team Lead
NEW ERA SOLUTIONS
09.2014 - 10.2017
Collections Specialist
United Financial Services
11.2013 - 09.2014
Collections Specialist
Huffman Swartz & Associates
06.2013 - 11.2013
Collections Specialist
Rosenthal Stein & Associates
01.2011 - 03.2013
Associate of Science - Information Technology
University of West Georgia
Associate of Science - Medical Office Expert
Javelin Training Center
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MATT WADEMATT WADE
Director of Logistics at Steam LogisticsDirector of Logistics at Steam Logistics