Paula Peoples
Jacksonville,FL
Summary
Dependable Collections Specialist successful at meeting high productivity, quality and performance standards. Efficient and competent professional. Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
25
25
years of professional experience
Work History
Senior Collection Specialist
Clarivate Analytics
02.2023 - Current
- Enhanced collections efficiency by implementing strategic plans and procedures to optimize revenue recovery.
- Streamlined the collections process for increased success rates and improved customer relations.
- Reduced delinquency rates by developing targeted communication strategies tailored to individual clients.
- Managed a high-volume portfolio, ensuring timely follow-ups and accurate record-keeping for optimal results.
- Communication via email, phone.
- Apply credits when needed.
- Collaborated with cross-functional teams for seamless integration of collections efforts with other business operations.
- Negotiated settlements with debtors, achieving mutually beneficial resolutions while maintaining professional relationships.
- Maximized efficiency by utilizing advanced software tools to automate routine tasks and streamline workflows.
- Improved client satisfaction by providing exceptional customer service during the collections process, addressing concerns promptly and professionally.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
Sr. Late Stage Collections
Santander Consumer USA
11.2021 - 02.2023
- Inbound and Outbound Negotiation that are 60 to 123+ past due
- Analyzes daily past due accounts for management correspondence to appropriately resolve issues
- Reviews and resolves accounts assigned via work lists daily as directed by supervisor
- Research root cause to report to different lines of departments within our company
- Ability to prioritize and problem-solve
- Skip Trace Daily w/ Lexis Nexis
- Negotiating payment arrangements to keep vehicle out repossession
- Analyzing customers accounts regarding loan Modification
- Research and Review with customer payment arrangements to bring their loan current or within good standings
- Adheres to regulatory/payer guidelines and policies and procedures.
- Improved customer satisfaction by providing empathetic and prompt assistance during debt collection calls.
- Reduced delinquency rates by consistently following up with customers on their payment plans.
Customer Solutions Specialist/Collections
Ally Financial
11.2020 - 11.2021
- Pre-Charge Off Department
- Inbound and Outbound calls to customers who is 60 to 115 days past due
- Providing Excellent Customer Care to our customers regarding their accounts
- We worked on a dialer periodically throughout the day
- We had our own assigned portfolio of accounts everyday to call
- We also used Skip Trace tools to reach our customers
- Along with researching misapplied payments
- Also, assist our customers with extensions or modification to bring current.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined communication channels for improved customer interaction and feedback collection.
- Collaborated with cross-functional teams to deliver optimal solutions for customers'' needs.
- Implemented time-saving strategies to expedite resolution of customer concerns.
Fraud Investigator II
CardWorks Servicing
11.2019 - 10.2020
- I transferred from the Collections Dept to Fraud Dept, to learn more about our company
- On a day to day, we have a portfolio in our First Track system of customer who have experienced fraudulent activities on their credit card
- We work from 6 different applications to determine the fraud on our cardholders account
- We also work on a Excel spreadsheet report, that will be turned in at the end of shift
- We do a lot of investigating daily to assist cardholders
- We contact Merchants to help us with the investigation.
- Reduced fraudulent activity by implementing effective fraud detection strategies and tools.
- Identified potential risks by conducting thorough investigations and analyzing transaction patterns.
- Improved company-wide security measures through the development and implementation of fraud prevention policies and procedures.
- Increased team productivity with the implementation of time-saving investigative tools and software solutions.
- Maintained a high level of confidentiality when handling sensitive information, protecting both company reputation and client privacy.
Collection Specialist l
CardWorks Servicing
09.2019 - 11.2019
- Inbound/ Outbound calling cardholders in regards to being past due, regarding their credit card, to collect payment or payment arrangements to satisfy their account
- Mini Miranda
- Research Account if necessary
- Enroll customer in Hardship Program if eligible, to help cardholder out.
- Improved client relations by effectively managing collection calls and addressing customer concerns.
- Streamlined the collections process for increased efficiency through regular review and updating of procedures.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
Accounts Receivable Specialist
USIC LLC
04.2017 - 03.2019
- Managed high portfolio B2B accounts.
- I correspond with our customers through email, fax and phone in regards to past due invoices
- Posted invoice payments via checks and ACH daily
- Ensured the accuracy of customer records in internal systems by updating contact information, payment terms, and other relevant data as needed.
- Followed up overdue payments and payment plans from clients to establish good cash flow.
- Monitored accounts to verify compliance with payment terms and schedules.
- Utilized Microsoft Excel, QuickBooks and Oracle software to manage invoices and payments.
- Trained new team members on company policies, software systems, and effective accounts receivable practices for seamless integration into the role.
- Optimized revenue recovery efforts by utilizing negotiation skills in resolving complex issues related to past due invoices or disputed charges.
- Interfaced with the Business Development Managers daily regarding our customers and work invoices
- Resolving High issues that our customers may be experiencing with their invoices
- Gathering information from the VP of Finance to get issues resolved
- Took Ownership of my Portfolio, and established healthy relationships with our Vendors and Clients
- Using Multiple Applications to gather invoices and payments.
- Enhanced cash flow by ensuring timely invoicing, payment application, and account reconciliation.
- Reduced outstanding accounts receivable balances by diligently following up on overdue payments.
- Maintained accurate financial records with meticulous attention to detail in data entry and account management.
- Increased efficiency of the collections process by implementing new strategies and procedures for tracking delinquent accounts.
- Supported month-end closing activities by reconciling accounts, preparing reports, and analyzing trends in account performance.
Collection Representative
Partners Federal Credit Union
08.2016 - 03.2017
- Managed Various loans
- Personal Loans, Auto Loans, Home Equity Loans
- Wide span of different type of collection calls
- Collected on accounts from 25 days past due and up, depending on what type of loan
- Utilized various skip tracing techniques to locate hard-to-find debtors and recover outstanding balances owed.
- Negotiated with customer, before repossession process started
- Improved customer satisfaction by promptly addressing and resolving account issues.
- Reduced delinquency rates through effective negotiation and payment plan arrangements with clients.
- Enhanced collection efforts by maintaining detailed records of client communications and payment history.
- Collaborated with team members to achieve monthly collection targets, resulting in increased revenue recovery.
- Maintained compliance with industry regulations and company policies while managing sensitive financial information.
- Developed strong relationships with customers, fostering trust and open communication during debt resolution processes.
- Managed a high volume of accounts, prioritizing tasks to maximize productivity and results.
Auto Loan Specialist
Coastal Credit LLC
05.2015 - 02.2016
- Improved client relations by effectively managing collection calls and addressing customer concerns.
- Supported management in devising innovative strategies to reduce bad debt exposure and mitigate risk within the portfolio.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Used skip tracing and other techniques to locate debtors.
- Streamlined the collections process for increased efficiency through regular review and updating of procedures.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
Education
High school diploma or GED - Diploma
Penn Foster
Scranton, PA05.1993
Skills
- Workday
- ACH
- General Ledger Accounting
- Team Leadership
- Performance Metrics
- Skip Tracing
- Portfolio Management
- Attention to Detail
- Decision Making
- Software Proficiency
- Dispute Resolution
- Analytical Thinking
- Problem Solving
- Organizational Skills
- Credit and Collections
- Collections
- Call Center Experience
- FDCPA Compliance
- Pleasant Telephone Demeanor
- Managing Delinquent Accounts
Availability
Remote Only
Timeline
Senior Collection Specialist
Clarivate Analytics
02.2023 - Current
Sr. Late Stage Collections
Santander Consumer USA
11.2021 - 02.2023
Customer Solutions Specialist/Collections
Ally Financial
11.2020 - 11.2021
Fraud Investigator II
CardWorks Servicing
11.2019 - 10.2020
Collection Specialist l
CardWorks Servicing
09.2019 - 11.2019
Accounts Receivable Specialist
USIC LLC
04.2017 - 03.2019
Collection Representative
Partners Federal Credit Union
08.2016 - 03.2017
Auto Loan Specialist
Coastal Credit LLC
05.2015 - 02.2016
High school diploma or GED - Diploma
Penn Foster
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