Summary
Overview
Work History
Education
Skills
Timeline
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Rebecca Roush

Portland,OR

Summary

Dynamic and results-oriented professional with extensive experience in credit and collections management at Sunbelt Rentals. Excelled in reducing delinquencies and enhancing customer satisfaction through effective negotiation and problem-solving skills. Demonstrated excellence in financial acumen and relationship building, achieving significant improvements in cash flow forecasting and accounts receivable management.

Overview

19
19
years of professional experience

Work History

Credit Representative

Sunbelt Rentals
03.2017 - Current
  • Maintained high levels of customer satisfaction with proactive communication, resolving disputes, and addressing inquiries.
  • Managed a diverse portfolio of commercial accounts, ensuring timely payments and proactively identifying potential risks or issues.
  • Reduced delinquency rates through timely follow-ups on overdue accounts and implementing effective payment plan strategies.
  • Streamlined credit application processes by enhancing communication with sales teams and underwriting departments.
  • Applied problem-solving skills to resolve disputes and facilitate payments.
  • Monitored customer credit limits and adjusted accordingly based on payment history and financial stability to mitigate risk exposure.
  • Managed collection work and contacted customers to collect delinquent balances.
  • Generated detailed reports for senior management outlining key performance indicators related to receivables, collection efforts, and account status updates.
  • Answered incoming customer calls and questions regarding invoices.
  • Implemented a system for tracking customer payment performance that allowed for more accurate forecasting of future cash flows.
  • Replied to vendors regarding customer trade reference requests.
  • Collaborated with the collections team to recover outstanding balances, resulting in lower bad debt writeoffs.
  • Maintained compliance with applicable regulations and laws governing consumer credit.
  • Negotiated payment plans and loan terms with delinquent customers.
  • Complied with internal controls and government regulations.
  • Investigated and resolved customer disputes related to credit decisions.
  • Improved understanding of financial statements, which helped in assessing risk.
  • Worked in tandem with sales team and customers to negotiate payments and verify account reconciliations.

Collector

Asset Systems
03.2006 - 04.2016
  • Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
  • Contacted customers to discuss payment schedules and set up or immediately process payments.
  • Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
  • Streamlined debt collection processes for increased efficiency in the workplace.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
  • Developed strong relationships with clients, fostering trust and facilitating successful account resolutions.
  • Maintained accurate records of all collection activities, ensuring compliance with industry standards and regulations.
  • Persistently reached out to customers with extremely past due accounts to recover lost revenue.
  • Negotiated with account holders to devise repayment plans and minimize collections receivables.
  • Evaluated, researched and resolved discrepancies.
  • Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
  • Consistently met or exceeded individual performance metrics while contributing to team goals as a reliable team player.
  • Negotiated settlements in a timely manner, reducing the number of long-term delinquent accounts.
  • Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Utilized various software programs to efficiently manage account information and track progress towards collection goals.
  • Assisted customers in understanding their financial obligations, providing education on credit management and offering solutions to prevent future delinquencies.
  • Balanced persistence with empathy when pursuing overdue payments from individuals experiencing financial hardship.
  • Increased recovery rates with consistent follow-up on overdue accounts.
  • Negotiated to collect balance in full.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Processed payments and applied to customer balances.
  • Used skip tracing and other techniques to locate debtors.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Counseled debtors on payment options and arranged installment agreements.
  • 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.
  • Contacted customers to discuss past-due accounts and negotiated payment plans.
  • Established relationships with customers to encourage payment of delinquent accounts.
  • 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.
  • Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.

Education

GED -

Clackamas Community College
Oregon City, OR

Skills

  • Financial acumen
  • Teamwork
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Credit decisions
  • Multitasking Abilities
  • Reliability
  • Excellent communication
  • Critical thinking
  • Organizational skills
  • Active listening
  • Effective communication
  • Adaptability and flexibility
  • Verbal and written communication
  • Decision-making
  • Relationship building
  • Task prioritization
  • Self motivation
  • Analytical thinking
  • Goal setting
  • Professionalism
  • Accounts receivable management
  • Time management abilities
  • Continuous improvement
  • Excel proficiency
  • Adaptability
  • Relationship management
  • Professional demeanor
  • Problem-solving aptitude
  • Negotiation
  • Collections management
  • Resolve complaints

Timeline

Credit Representative

Sunbelt Rentals
03.2017 - Current

Collector

Asset Systems
03.2006 - 04.2016

GED -

Clackamas Community College

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Rebecca Roush