Rebecca Carlson
South Bend,IN
Summary
Proven achiever with extensive experience at CommuntiyWide Federal Credit Union, adept in strategic thinking and financial reporting. Excelled in enhancing funding approval rates and collections efficiency, demonstrating exceptional problem-solving and communication skills. Cultivated vital community networks, contributing to a significant increase in funding opportunities and recovery rates.
Overview
4
4
years of professional experience
Work History
Funding Assistant
CommuntiyWide Federal Credit Union
04.2023 - Current
- Evaluated funded project outcomes against objectives, providing insightful feedback for future improvements in project design and execution.
- Increased funding approval rates through meticulous attention to detail in grant applications and documentation.
- Managed relationships with funders, fostering trust and facilitating ongoing communication regarding project progress.
- Assisted in the preparation of financial reports for funders, ensuring compliance with grant requirements and promoting transparency.
- Developed strong working relationships across all levels of organizations which ultimately led to increased funding opportunities.
- Supported the development of high-quality project budgets, contributing to successful funding outcomes.
- Monitored funded projects closely, keeping track of milestones and ensuring timely submission of required reports to funders.
- Demonstrated adaptability and resourcefulness in securing diverse funding streams, contributing to the long-term financial sustainability of the organization.
- Improved funding opportunities identification by developing targeted search strategies aligned with organizational goals.
- Collaborated on cross-departmental teams to streamline communication between departments involved in funded projects.
- Effectively communicated complex financial data in presentations to leadership teams that facilitated informed decisionmaking.
- Provided valuable administrative support for grant management processes, enhancing overall efficiency within the team.
Collection Customer Service Representative
CommuntiyWide Federal Credit Union
08.2020 - 04.2023
- Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
- Streamlined the collections process for enhanced efficiency and accuracy in tracking delinquent accounts.
- Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
- Enhanced overall team performance through active participation in training sessions, sharing best practices, and providing constructive feedback to colleagues.
- Negotiated settlements within approved guidelines while preserving positive customer relationships whenever possible.
- Maintained accurate records of customer interactions, transactions, and comments in the CRM system for timely follow-up actions.
- Collaborated with the billing department to resolve discrepancies in account balances and ensure accurate invoicing for customers.
- Maintained strict confidentiality of sensitive customer information, adhering to company policies and industry regulations regarding data privacy.
- Conducted thorough investigations of disputed charges, ensuring accurate billing information was provided to customers while maintaining strict adherence to company policies.
- Identified trends in delinquent accounts through regular analysis of account data, allowing for targeted intervention strategies to increase recoveries.
- Improved customer satisfaction by promptly addressing and resolving collection inquiries and concerns.
- Exceeded monthly targets for both individual collections results and team performance consistently, demonstrating a strong commitment to achieving organizational goals.
- Proficiently managed a high-volume workload of inbound calls from customers seeking assistance with their past-due balances.
- Educated customers on their financial obligations, offering guidance on budgeting and repayment options tailored to their individual circumstances.
- Supported continuous improvement initiatives by actively contributing ideas for process enhancements that would drive better results in collections operations.
- Ensured compliance with all applicable federal, state, and local regulations governing debt collection activities while protecting consumer rights.
- Developed strong relationships with customers through empathetic communication and active listening, resulting in increased trust and cooperation during collections efforts.
- Collaborated with cross-functional teams to implement strategies for improving collection rates and reducing bad debt.
- Mitigated potential losses by closely monitoring high-risk accounts and taking appropriate action when necessary, such as recommending litigation or writeoffs.
- Maximized recovery rates by implementing innovative collection techniques that balanced customer needs with company goals.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Responded to customer inquiries and provided detailed account information.
- Maintained accurate records of customer accounts, payments and payment plans.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Worked with customer to create debt repayment plan based on current financial condition.
- Established relationships with customers to encourage payment of delinquent accounts.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Entered client details and notes into system for interdepartmental access and review.
- Processed debtor payments and updated accounts to reflect new balance.
- Researched billing errors and discrepancies to initiate corrective action.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Developed and documented collection procedures and policies to comply with government regulations.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
Member Service Representative
CommuntiyWide Federal Credit Union
06.2020 - 04.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Maintained and managed customer files and databases.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Collaborated with team members to ensure seamless operations during peak hours or staff shortages.
- Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Managed daily balancing tasks reducing discrepancies in accounting records while maintaining accuracy.
- Resolved customer issues through thorough dispute investigation.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
Education
Core 40 Diploma - General Studies
Riley High School
South Bend, IN06.2011
Skills
- Strategic Thinking
- Documentation And Reporting
- Data Analysis
- Financial Reporting
- Community Networking
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Flexible and Adaptable
- Dependable and Responsible
- Multitasking
- Multitasking Abilities
- Excellent Communication
- Critical Thinking
- Computer Skills
- Organizational Skills
- Calm Under Pressure
- Active Listening
- Organization and Time Management
- Decision-Making
- Problem Resolution
- Verbal Communication
Timeline
Funding Assistant
CommuntiyWide Federal Credit Union
04.2023 - Current
Collection Customer Service Representative
CommuntiyWide Federal Credit Union
08.2020 - 04.2023
Member Service Representative
CommuntiyWide Federal Credit Union
06.2020 - 04.2023
Core 40 Diploma - General Studies
Riley High School