Qiana Green
IL
Summary
Versatile senior collections and customer retention specialist with over two decades of customer service excellence and specialized experience in collections operations within the financial services sector. Proven track record of building productive relationships with external partners, managing high-volume customer interactions, and consistently exceeding performance targets. Recognized for maintaining a solutions-focused approach while delivering exceptional service in fast-paced, deadline-driven environments.
Overview
16
16
years of professional experience
Work History
NEGOTIATIONS SPECIALIST
Beyond Finance
09.2025 - Current
- Advocated on behalf of clients to negotiate the terms of delinquent debts with creditors and agencies, to achieve the best possible savings and settlements.
- Established and sustained strong working relationships with external partners and financial representatives to support successful debt resolutions.
- Collaborated with creditor legal counsel to structure and execute agreements with attorneys on litigated and pre-litigation accounts.
- Utilized internal systems and tools (e.g., CRM systems like Salesforce) to group common debts and enhance leverage during negotiations.
- Assisted with various department projects or special assignments as requested, contributing to team goals and departmental success.
- Analyzed client debt portfolios to establish resolution priorities and strategic approach.
DEBT MANAGEMENT COMPANY ADVOCATE
OppFi
Chicago, IL
01.2018 - 01.2025
- Worked directly with external debt management companies to negotiate repayment solutions and reduce charge-offs. Maintained comprehensive documentation to ensure compliance standards were met while handling customer escalations and supporting training initiatives. Processed supporting documentation and collaborated with internal teams to resolve system support tickets and improve operational processes.
- Sustained #1 ranking in collections and production performance metrics
- Consistently exceeded monthly collection and productivity targets
PAYMENTS & DEBT MANAGEMENT SPECIALIST
Avant
Chicago, IL
01.2015 - 01.2018
- Collaborated with external debt consolidation companies via phone and email to establish customized repayment terms for delinquent and active accounts. Assisted customers with same-day payments, scheduled payment arrangements, and routine account maintenance. Performed skip tracing to locate unresponsive customers and supported hiring activities including resume reviews and candidate interviews.
- Mentored new team members through onboarding and training programs
- Worked with leadership on hiring decisions and team development
COLLECTIONS ASSOCIATE SENIOR REPRESENTATIVE
Enova Financial
Chicago, IL
01.2010 - 01.2014
- Managed high-volume inbound and outbound customer communications in a fast-paced call center environment to coordinate repayment solutions for UK-based client portfolio. Specialized in resolving escalated customer complaints and complex account issues through phone, email, and written correspondence. Demonstrated expertise in international customer service protocols while maintaining strict compliance with regional regulations and company policies.
- Successfully resolved escalated complaints across multiple communication channels
- Maintained high customer satisfaction ratings while consistently achieving collection targets
Skills
Customer Retention & Recovery High-volume Call Center Operations Collections Strategy & Operations Debt Negotiation & Settlement Escalation Management & De-escalation Regulatory Compliance & Documentation Performance Analytics & Reporting Payment Processing & Scheduling Cross-functional Team Leadership New Hire Mentorship & Training Relationship Building & Account Management Process Optimization & Enhancement Salesforce CRM Administration Microsoft Excel Advanced Functions Multi-channel Communication Systems Skip Tracing & Asset Investigation
Timeline
NEGOTIATIONS SPECIALIST
Beyond Finance
09.2025 - Current
DEBT MANAGEMENT COMPANY ADVOCATE
OppFi
01.2018 - 01.2025
PAYMENTS & DEBT MANAGEMENT SPECIALIST
Avant
01.2015 - 01.2018
COLLECTIONS ASSOCIATE SENIOR REPRESENTATIVE
Enova Financial
01.2010 - 01.2014