Suzanne Gilpin
Kenmore,WA
Summary
Results-driven Account Recovery Specialist with expertise in debt negotiation, regulatory compliance, and customer service. Proven ability to manage multiple tasks and enhance internal policies for improved recovery outcomes.
Overview
24
24
years of professional experience
Work History
Account Recovery Specialist
Credit International Corporation
Bothell, WA
07.2008 - Current
- Reviewed customer accounts to identify delinquent payments and recovery opportunities.
- Negotiated payment plans with clients, resulting in successful debt settlements.
- Resolved customer inquiries related to account status and payment options efficiently.
- Processed customer payments to ensure account updates and applied toward account balances.
- Collaborated with legal teams to ensure compliance throughout recovery processes.
- Adhered strictly to all applicable federal regulations pertaining to consumer debt collection practices.
- Performed skip tracing activities to locate customers who had defaulted on their debts.
- Assessed customer needs and provided appropriate solutions.
- Arranged debt repayment or established schedules for repayment based on customers' financial situation.
- Identified and recommended process improvements to streamline department operations.
- Managed multiple tasks simultaneously in a fast-paced environment.
- Provided training and support to new team members on recovery procedures.
- Assisted in developing internal policies that enhanced account management strategies.
- Generated daily, weekly, monthly reports outlining progress made towards meeting recovery goals.
- Reviewed documents such as contracts, invoices, statements, and other legal papers related to the recovery process.
Customer Service Manager
Pacific Financial Holdings, LLC.DBAFast Cash Loans
Seattle, WA
09.2006 - 08.2007
- Managed 100 customer calls per day, ensuring professionalism and accuracy in responses to improve customer experience.
- Resolved customer concerns efficiently and provided solutions while maintaining a positive customer experience.
- Delivered customer service in high-volume financial services environment, addressing inquiries, resolving problems, and explaining products and services to enhance customer satisfaction.
- Assessed customer needs through effective open-ended questioning and active listening.
- Ranked among the top 10% of employees for successful issue resolution.
- Processed paperwork efficiently and collaborated with accounting personnel to streamline daily operations.
- Monitored cash drawers across multiple checkout stations to ensure adequate cash availability.
Data Entry Quality Control Manager
Seattle Specialty Insurance
Everett, WA
09.2002 - 08.2006
- Conducted regular inspections of insurance policies to ensure accuracy and completeness.
- Collaborated with cross-functional teams to identify and resolve quality issues in processes.
- Trained staff on quality assurance best practices and adherence to company guidelines.
- Implemented corrective actions to improve service delivery and operational efficiency.
- Reviewed customer complaints and took corrective action when necessary.
- Performed regular inspections of raw materials, components, and finished products.
- Trained staff on quality control principles, techniques, and processes.
Education
Associate of Arts - Phlebotomy
Shoreline Community College
Shoreline05-2008
Associate of Arts - Liberal Arts/Paralegal
Spokane Community College
Spokane, WA06-1997
Skills
- Debt recovery
- Debt negotiation
- Debt settlement
- Regulatory compliance
- Debt location
- Contract analysis
- Recovery strategies
Timeline
Account Recovery Specialist
Credit International Corporation
07.2008 - Current
Customer Service Manager
Pacific Financial Holdings, LLC.DBAFast Cash Loans
09.2006 - 08.2007
Data Entry Quality Control Manager
Seattle Specialty Insurance
09.2002 - 08.2006
Associate of Arts - Phlebotomy
Shoreline Community College
Associate of Arts - Liberal Arts/Paralegal
Spokane Community College