Sheilla De La Rosa
San Antonio,TX
Summary
Talented Accounts Receivable Specialist with several years' experience in financial services, collections and customer care management across diverse industries. Knowledgeable, analytical, and personable with excellent problem solving skills and strengths in areas of credit and collections. Proven to improve workflow efficiencies while maintaining high standards in customer service.
Overview
11
11
years of professional experience
Work History
Sr. Collections Specialist
JPMorgan Chase
San Antonio, TX
03.2014 - Current
- Facilitated legal compliance audits for corporate clients, identifying potential legal risks and recommending mitigation strategies.
- Coordinated with investigators and law enforcement agencies to obtain information or evidence used in hearings.
- Implemented technology solutions for case management, legal research, and document preparation to enhance efficiency and accuracy in legal work.
- Monitored aging reports to prioritize collection efforts on overdue accounts.
- Researched customer accounts to ensure accuracy of billing information.
- Analyzed financial statements of debtors to determine feasible payment solutions.
- Conducted regular reviews of internal policies and procedures related to collections activities.
- Received payments and posted amounts to customer accounts.
- Located and monitored overdue accounts using billing system to begin collections process.
- Recorded information about customers' financial status and collections status efforts.
- Reviewed delinquent accounts and initiated contact with customers to collect payment.
- Provided guidance and training to junior staff members in the Collections Department.
- Answered customer questions regarding account discrepancies or problems.
- Conducted detailed account audits to identify discrepancies and resolve billing issues.
- Negotiated credit extensions to assist customers in paying overdue accounts.
- Negotiated payment plans with delinquent account holders to facilitate debt resolution.
- Processed credit card payments through online portal system.
- Developed and maintained strong relationships with clients to facilitate payment collections.
- Negotiated repayment plans with customers as needed.
- Implemented collection strategies to reduce outstanding account balances.
- Evaluated performance metrics for each member of the Collections team.
- Conducted credit risk assessments on new and existing customers.
- Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
- Developed collection methods to achieve or exceed company financial goals.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Processed payments over phone and set up recurring drafts.
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
- Developed and maintained relationships with customers to facilitate collections process.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Implemented strategies for improving workflow processes within the department.
- Negotiated rates with customers and entered payments into accounting system.
- Prepared and sent out demand letters and collection notices to delinquent accounts.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
- Ensured timely collection of payments by phone, email, or mail.
- Tracked and reported on collections activity and performance metrics to management.
- Monitored overdue accounts using automated information systems.
- Provided training and guidance to new collections staff on best practices and company policies.
- Utilized various communication channels to contact debtors and negotiate settlements.
- Collaborated with customer service teams to address and resolve debtor inquiries.
- Developed strategies for reducing overall delinquency rate across portfolios.
- Reviewed accounts to determine payment plan compliance.
- Met demands of busy collections group by performing high volume of daily calls.
- Received payment and posted to appropriate customer accounts.
- Assisted in the creation and implementation of policies and procedures for the collections department.
- Managed daily operations in collections department to ensure timely debt recovery.
- Accepted and processed customer payments and applied toward account balances.
- Encouraged customers to pay due amounts on credit accounts, claims or overdrawn checks.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
- Monitored daily operations within the department to ensure compliance with established procedures.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Adhered to all federal, state, and local laws governing debt collection practices.
- Wrote appeal letters to insurance companies for denial of claims.
- Analyzed customer payment patterns and trends to identify potential issues.
- Interacted with external vendors and partners as needed in order to resolve disputes or discrepancies.
- Ensured compliance with federal and state collections laws and regulations.
- Contacted insurance companies to check status of claim payments.
- Attended weekly meetings with senior management team to discuss progress on outstanding debts.
- Performed reconciliation of accounts to ensure accurate billing and collections records.
- Completed skip traces on customers failing respond to collection efforts.
- Recorded information about status of collection efforts.
- Advised delinquent customers on strategies for debt repayment.
- Recorded and updated customer personal accounts with accurate contact information.
- Contacted customers with delinquent accounts to solicit payment.
- Prepared detailed reports on accounts receivable status for management review.
- Updated account status and maintained accurate records of all collection activities.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Educated debtors on the importance of credit health and the consequences of non-payment.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Utilized collections software and databases for efficient account management.
- Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
- Maintained accurate records of customer interactions in collections database.
- Performed periodic audits of existing accounts receivable data sets.
- Investigated and resolved customer inquiries regarding delinquent accounts.
- Assisted with legal action against non-paying customers when necessary.
- Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
- Coordinated with legal department on litigation processes for non-responsive debtors.
- Negotiated credit extensions and waivers when necessary.
- Drafted correspondence for overdue account notifications and other related communication.
- Notified credit departments and turned over records to attorneys when customers failed to respond to collection attempts.
Skills
- Dispute resolution
- Collection strategy
- Debt negotiation
- Cash flow forecasting
- Payment processing
- Customer research
- Investigation due diligence
- Payment posting
- Billing problem resolution
- Payment plan management
- History research
- Balance collection
- Professionalism and ethics
- Following conversation scripts
- Records maintenance
- Account review
- Outbound calling
- Goal-oriented mindset
- Strong negotiation skills
- Performance improvement techniques
- Finance
- Collections
- Goals and performance
- New hire training
- Billing practices
- Data entry efficiency
- Empathy and tactfulness
- System maintenance
- Relationship building
- Credit and collections
- Active listening
- Decision-making
- Teamwork orientation
- Call center experience
- Call center background
- Collection agency relations
Timeline
Sr. Collections Specialist
JPMorgan Chase
03.2014 - Current