Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Nancy Conley

Virginia Beach,VA

Summary

Reliable Collections Specialist adept at operating. History of meeting high productivity, quality and performance standards. Industrious Collections Specialist eager to leverage 25 years of professional experience to new role. Excellent communicator and closer with solid record of success and strong knowledge in customer service and collection skills.

Overview

24
24
years of professional experience

Work History

Senior Collections Specialist

Capital One
Chesapeake, VA
10.1993 - 03.2018
  • Maintained accurate records of customer interactions in collections database.
  • Implemented strategies for improving workflow processes within the department.
  • Adhered to all federal, state, and local laws governing debt collection practices.
  • Developed strategies for reducing overall delinquency rate across portfolios.
  • Monitored daily operations within the department to ensure compliance with established procedures.
  • Researched customer accounts to ensure accuracy of billing information.
  • Negotiated repayment plans with customers as needed.
  • Conducted regular reviews of internal policies and procedures related to collections activities.
  • Developed and maintained relationships with customers to facilitate collections process.
  • Investigated and resolved customer inquiries regarding delinquent accounts.
  • Analyzed customer payment patterns and trends to identify potential issues.

Education

Tallwood High School
Virginia Beach, VA

Skills

  • Credit Analysis
  • Legal Compliance
  • Dispute Resolution
  • Skip Tracing
  • Payment Processing
  • Payment Posting
  • Investigation Due Diligence
  • Account Review
  • Customer Research
  • Outbound Calling
  • Performance Improvements
  • Following Conversation Scripts
  • Credit and Collections
  • Risk Management
  • New Hire Training
  • Payment Acceptance
  • Familiar With Locating Individuals
  • Call Center Background
  • Conflict Resolution Techniques
  • Collections

Accomplishments

  • During my 25 years as a collector I was recognized as top performer. Staying focus on companies policies and procedures, while maintaining an excellent customer experience
  • Monthly stats usually fell within the 10% of my peers
  • Earn 5 of the 7 company awarded trips
  • Earn monthly bonuses every month
  • Won quality awards

References

References available upon request.

Timeline

Senior Collections Specialist

Capital One
10.1993 - 03.2018

Tallwood High School

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Nancy Conley