Norma Salinas
Bertram,TX
Summary
With over 15 years of experience in exceptional customer service and meeting deadlines, dedicated to maximizing productivity and ensuring premium results through efficient and accurate processes. Focus on quality allows for effective tackling of complex tasks by identifying suitable supplies and tools. Experienced Collection Specialist with honed skills in telephone management, confidence development, and materials creation. Strong communication and negotiation skills contribute effectively to organizational goals. Well-versed in various software applications such as Excel, PowerPoint, Windows, ADP, Artiva, Salesforce, FACS, IDI, and Skip tracing. Consistently excelled as a top-performing Collection Specialist in fast-paced call center environments. Takes pride in delivering high-quality telephone services to new and existing clients. Collaborative team player committed to expanding the client base and driving success for the organization.
Overview
7
7
years of professional experience
Work History
Collection Specialist
General Revenue Corporation
06.2024 - Current
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved timely resolution of delinquent accounts by maintaining open communication lines with clients and diligently following up on payment promises.
- Developed strong relationships with external agencies to facilitate efficient coordination during escalated collection efforts or legal proceedings involving delinquent accounts.
- Maintained detailed records of all collection activities, ensuring compliance with company policies and federal regulations.
- Identified and contacted customers with overdue accounts to address payment status.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Entered client details and notes into system for interdepartmental access and revie
- Maintained accurate records of customer accounts, payments and payment plans.
- Established relationships with customers to encourage payment of delinquent accounts.
Collection Specialist
Access Receivables Management
08.2023 - 06.2024
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Maintained high volume of calls and met demands of busy and productive group.
- Reduced delinquency rates by implementing effective collection strategies tailored to individual clients.
- Used skip tracing and other techniques to locate debtors.
- Maintained detailed records of all collection activities, ensuring compliance with company policies and federal regulations.
- Improved client relations by effectively managing collection calls and addressing customer concerns.
Collection Specialist/Supervisory Specialist
Complete Recovery/Waypoint
11.2017 - 07.2023
- Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Trained new team members on scripts, company services, and collection strategies.
- Used skip tracing and other techniques to locate debtors.
- Improved client relations by effectively managing collection calls and addressing customer concerns.
- Maintained detailed records of all collection activities, ensuring compliance with company policies and federal regulations.
- Increased successful debt recoveries by conducting thorough research on debtor financial situations and negotiating appropriate repayment terms.
- Collaborated with cross-functional teams to identify areas for process improvement within the collections department.
- Assisted in developing training materials for new hires, ensuring a smooth onboarding process for future team members.
- Maintained consistently high success rate of collecting on overdue accounts.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Education
Associate - Business
Pan American University
Edinburg, TX05.1985
Skills
- Confidence Development
- Materials Development
- Multitasking
- Quality Assurance
- Dispute Resolution
- Call Center Operations
- Market Knowledge
- Policy Compliance Coordination
- Debt negotiation
- Payment processing
- Analytical thinking
- Conflict resolution
- Relationship building
- Debt recovery expertise
- Empathy and tactfulness
Languages
Spanish
Full Professional
Timeline
Collection Specialist
General Revenue Corporation
06.2024 - Current
Collection Specialist
Access Receivables Management
08.2023 - 06.2024
Collection Specialist/Supervisory Specialist
Complete Recovery/Waypoint
11.2017 - 07.2023
Associate - Business
Pan American University
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