M. Lauricia Kobos
Auburn,WA
Summary
Adept Collections Agent with a proven track record at Providence Health & Services, enhancing client relationships through exceptional customer service and effective debt negotiation. Mastered account management and skip tracing, consistently exceeding monthly targets. Skilled in empathetic communication and strategic repayment planning, fostering both client satisfaction and revenue recovery.
Overview
17
17
years of professional experience
Work History
Collections Agent
Propet Footwear
05.2022 - Current
- 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.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
Collections Agent
Umpqua Bank
04.2021 - 04.2022
- 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.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Collections Agent
Providence Health & Services
05.2017 - 06.2020
- Maintained high volume of calls and met demands of busy and productive group.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
Collections Agent
Providence Health & Services
02.2009 - 01.2010
- 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.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Counseled debtors on payment options and arranged installment agreements.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
Front Office Coordinator
Objective Medical Assessments Corp.
06.2007 - 12.2008
- Improved patient relations by proactively addressing concerns or complaints with professionalism and empathy.
- Handled financial transactions responsibly, collecting copayments and processing payments with attention to detail.
- Supported administrative tasks such as filing, data entry, and document management to maintain an organized office environment.
- Managed high call volumes effectively, addressing patient inquiries and resolving issues promptly.
Education
High School Diploma -
Robert E Lee
Midland, TXSkills
Payment Arrangement
Skip Tracing
Collections processing
Account Management
Debt Negotiation
Credit adjustments
Delinquent account management
Repayment plan structuring
Fair debt practices
Outbound Calling
Collections
Account Reconciliation
Call center experience
Account Review
Timeline
Collections Agent
Propet Footwear
05.2022 - Current
Collections Agent
Umpqua Bank
04.2021 - 04.2022
Collections Agent
Providence Health & Services
05.2017 - 06.2020
Collections Agent
Providence Health & Services
02.2009 - 01.2010
Front Office Coordinator
Objective Medical Assessments Corp.
06.2007 - 12.2008
High School Diploma -
Robert E Lee
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