Monique Wiltz

• Arrange for debt repayment or establish repayment schedule based on customers financial situation.

• Receive payments and post amounts paid to customers account.
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• Negotiate and provide exceptional customer service.

Conduct initial interview with claimant

Take pictures of damaged property

Advise claimant of process every step of the way

Use scope sheet

Create and submit supplement if needed

Complete Diary

Make payment/close claim in a timely manner

• Processed payments and contracts on accounts.
• Counseled debtors on payment options and arranged installment agreements.
• Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
• Proficiently navigated industry-specific software tools for efficient tracking, reporting, and analysis of collection efforts.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

• Managed a high volume of inbound and outbound calls, achieving daily targets for contacts and commitments to pay.
• Resolved challenging situations with friendly but firm strategies.
• Handled highly sensitive information responsibly while maintaining strict confidentiality standards.
• Used skip tracing resources to locate debtors and updated information in company system.
• Demonstrated exceptional problem-solving abilities in addressing complex collection scenarios, leading to successful resolutions.

• Developed strong relationships with customers, providing exceptional service by addressing concerns promptly and professionally.
• Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
• Obtains signatures for package deliveries as proof of delivery to avoid discrepancies.
• Responded to customer inquiries about delivery, forwarding and other postal services quickly to provide quality customer services.