Summary
Overview
Work History
Education
Skills
Timeline
Generic

Suzanne Winters

Livonia,MI

Summary

Veteran Collector with proven expertise in collections processing and exceptional customer service, honed at Community Financial. Excelled in reducing debts and improving customer satisfaction through strategic negotiation and effective communication. Skilled in legal compliance and call center operations, consistently surpassing performance metrics. Demonstrated ability to foster trust and educate customers on credit management, contributing to continuous improvement and team success.

Overview

9
9
years of professional experience

Work History

Collector II

Community Financial Credit Union
03.2019 - Current
  • Delivers exceptional customer service on collection calls while maintaining a calm and professional demeanor.
  • Negotiated with account holders to devise repayment plans and minimize collections receivables.
  • Trained new team members on collection policies and procedures, and collection strategies.
  • Developed strong relationships with clients, fostering trust and facilitating successful account resolutions.
  • Consistently met or exceeded individual performance metrics while contributing to team goals as a reliable team player.
  • Proactively identified opportunities for improvements in the collections process, sharing insights and suggestions with management to support continuous growth and development.
  • Maintained accurate records of all collection activities, ensuring compliance with industry standards and regulations.

Member Service Representative

Community Financial Credit Union
06.2015 - 03.2019
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Assisted members with account management, including updating personal information and setting up automated payments.
  • Ensured compliance with regulatory requirements during all member interactions safeguarding the organization''s reputation.
  • Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.

Education

Bachelor of Science - Education

Eastern Michigan University
Ypsilanti, MI
12-1999

Skills

  • Customer research
  • Call center experience
  • Collections processing
  • Legal compliance
  • Account analysis
  • Persuasion techniques
  • Debt management

Timeline

Collector II

Community Financial Credit Union
03.2019 - Current

Member Service Representative

Community Financial Credit Union
06.2015 - 03.2019

Bachelor of Science - Education

Eastern Michigan University
Suzanne Winters