Paula Clay
Fort Worth,TX
Summary
Dedicated professional bringing several years of experience. Dependable, self-motivated, results oriented, well-organized planner with a successful track record in performance driven environments within customer service, sales, collections, and quality. Increase personnel morale and production by leading with positivity in developing best practices that are aligned with the companies’ visions and directives.
Overview
22
22
years of professional experience
Work History
Testing Analyst
Bank of America
Fort Worth, Texas
06.2012 - Current
- Effectively monitored and improved the overall quality of service and documentation for 70-80 associates.
- Demonstrated comprehensive understanding of Risk Framework, including knowledge of laws, rules, regulations, policies, standards, and process/control.
- Ensured compliance with company standards, regulations and procedures related to quality control.
- Took appropriate action to improve product quality and promptly communicated any identified risks.
- Consistently met project delivery dates with a focus on accuracy and attention to detail.
- Demonstrated ability to collaborate with organizational leaders and business partners in driving decision-making processes efficiently and effectively.
Senior Collector
Bank of America
Fort Worth, TX
03.2010 - 06.2012
- Resolved and escalated complex customer issues.
- Provided guidance and assistance to junior collectors on best practices for successful collections outcomes.
- Analyzed customer accounts to identify delinquent payments and determined appropriate collection actions.
- Developed effective strategies for collecting overdue debts from clients while upholding company standards of professionalism.
- Maintained accurate records of all collections activities including payment arrangements, contact notes, and account statuses.
- Identified potential risks associated with collection activities and reported findings to management.
Refinance Loan Specialist/Collector
Triad/RoadLoans Financial
Fort Worth, TX
04.2002 - 01.2006
- Notified clients of the ability and benefits to refinance their auto loan
- Prepared contract documentation to refinance auto loan
- Skip tracing to locate collateral
- Collect 30, 60 and 90+ delinquent accounts
Skills
- Meticulous attention to detail and accuracy
- Teamwork and Collaboration
- Adaptable, flexible and function in a self-directed environment
- Effective time-management and organizational skills to meet deadlines
- Ability to think critically and use sound judgment in decision making
- Strong analytical and problem-solving skills
- Excellent verbal and written communication skills
- Identify and escalate risk issues
Affiliations
- Volunteer member of the Employee Engagement Team
- Volunteer member of the Employee Response Team
Timeline
Testing Analyst
Bank of America
06.2012 - Current
Senior Collector
Bank of America
03.2010 - 06.2012
Refinance Loan Specialist/Collector
Triad/RoadLoans Financial
04.2002 - 01.2006
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