SYLVIA EDWARDS
VIRGINIA BEACH,VA
Summary
Proven expertise skills in the financial industry with managing 12 to 50 plus people and risk assessment by saving the company over 1,000,000.00. Superb managerial, administrative, problem-solving, organizing, researching, analyzing, prioritizing intertwined with supporting and advocating for customers. Spearheaded, orchestrated and trained the entire collection floor of 1000 plus people on quick payment methods to increase revenue. Well adversed in numerous skills making me an asset to any organization.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments, recognized as top performer and top manager. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
2026
2026
years of professional experience
Work History
Legal Records Clerk
Portfolio Recovery Associates, LLC
05.2023 - Current
- Review, maintain, and manage book of records which include various documents and affidavits that are recorded and some notarized for court filings.
- Represent company at court hearings and/or depositions as a witness, or corporate representative, as deemed necessary and appropriate in consultation with handling attorney.
- Ensure compliance with applicable laws, regulations and company policies across all areas of organizational responsibility to include FDCPA and other regulators.
Account Manager
AvalonBay Communities Inc.
02.2018 - 06.2020
- Managed book of business to maintain positive relationships and make effective financial or client-related decisions.
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Facilitated client satisfaction and renewed customer relations to drive growth.
Sr. Risk Manager
Capital One Bank:27yrs exp.via buyouts
- Taught employees how to control risks at front line.
- Investigated allegations to check validity and recommend actions to minimize risks.
- Selected to be on the “Every Day Hero” committee.
- Listened to teammates; calls to submit extraordinary calls that represented superb customer service skills, to sr. management.
- Formed numerous “centralized voice of associate (VOA’s) to improve processes to support excellent customer service to migrate risks and expenses.
- Engaged to deliver numerous “surprise and delight” by attentively listening and emphasizing one on one with customers through their experiences.
- Reviewed contracts and agreements to identify potential risks and ideal mitigation strategies.
Sr. Risk Manager / Commercial
Capital One Bank / HSBC
- Team liaison that coordinated, educated, and mentored top business vendors that met with our team.
- Recognized by conduct, values diversity amongst peers and management.
- Orchestrated a “watch list” that consisted of high-risk accounts with balances over $10,000. updated this list on an excel database for sr. management to review.
- Developed short term goal and long-term strategic plans to improve risk control and mitigation.
- Team leader in overseeing the “watch list”, checking voicemail and communicating messages to my peers.
- Saved HSBC over $1,000,000.00 by managing the “watch list”.
- Selected to skip trace pre-agency accounts.
- Hand-selected for Visage, India disaster for the recovery test.
- Consistently outperformed peers, exceeding goals and performed several times 200 percent over goal.
Collections Manager / Outbound and Inbound Collections
HSBC
- Trained and mentored new employees on collection methods, documentation requirements, and performance strategies.
- Documented interactions in computer database and updated information.
- Supervised staff of collectors, monitor phone calls, letters, payment plans and payment methods.
- Processed payments and applied to customer balances.
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Accessed credit records to evaluate customer credit histories.
- Reviewed expense reports for accuracy and proper expense disclosure.
- Accessed credit records to evaluate customer histories.
- Researched accounts and completed due diligence to resolve collection payable discrepancies.
- Facilitated successful internal and external audits through sound and thorough documentation.
- Performed administrative tasks such as recordkeeping, writing correspondence, and gathering materials.
- Successfully implemented new technologies and process automations to encourage continuous improvement.
- Filed and addressed employee complaints in accordance with company policies and government regulations.
- Conducted investigations of customer accounts and payment histories.
- Worked with legal resources and recovery teams to manage default issues.
- Established procedures for collection of past due amounts.
- Completed training in credit management and civil court practices to maintain up-to- date legal knowledge involving collecting policies and trained my employees.
- Trained associates on regulatory, legal, and company policies and procedures.
- Recognized and strategically delegated appropriate responsibilities to incorporate and expand associate’s knowledge and development for career enhancements.
- Spearheaded a quick method payment project and trained the entire collection staff of 1000 on the process and implemented on excel database spreadsheet, worked with the vendors, distributed to fellow managers and reported to Senior Management.
- Managed 12 people on my team, co-managed 3 inbound collection teams (36 people on a daily basis), and was manager on floor of 50 people.
- My team was #1 and I was sent to Cabo San Lucas, as an award.
Sr. Risk Manager / Outbound Collections
HSBC
- Consulted, educated, and resolved customers’ situations and implemented better solutions.
- Recognized for encouraging and boosting team morale by doing extra things for my peers. Lead consistently as one of the top performers in production and quality.
Sr. Collector / Outbound Collections
Household Finance Corporation
- Trained new team members on scripts, company services and collection strategies.
- Used skip tracing and other techniques to locate debtors.
- Maintained high volume of calls and met demands of busy and productive group.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Set up drafts and processed immediate payments after conducting through research and analysis of account.
- Entered client details and notes into system for interdepartmental access and review.
- Completed and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
- Selected to do a rotation on the quality team which included monitoring, coaching, grading, complying with federal and state call laws, and distributing associates’ calls.
- Selected to forecast charge-off numbers by analyzing data and calculating a forecast for procurement.
- Suggested and approved to revamp a ‘Quick Reference Guide’ on a business database file.
- Handpicked to be on the “Charge-Off Prevention Team”, working closely and diligently with customers to solve financial crisis while mitigating risks.
- Liquidated bankruptcy prevention.
- Selected to set up the dialer campaign, where calls were delivered to associates. Kept in mind call strategy, time zones and picked accounts to be called upon that would best impact the business revenue, at that time.
- Management saw me as a leader and assigned management relief assignments to train me to be a manager.
- Employed by the same company for 27 years and survived, 2 buyouts.
- Continuously “Top Performer” throughout my career, with three times 200% goal.
- When I was a manager, my team was Number One and I was sent to Cabo San Lucas, as an award.
Education
N.A. - Business
Virginia Wesleyan College
Norfolk, VABachelor of Arts - Communication, Minor in Marketing
Old Dominion University
Norfolk, VASkills
Research and Analysis
ACTIVITIES
Avid volunteer for St. Judes since I was 5 or 7 years old. Often, in charge off the volunteers at the St. Jude Dream Home Giveaways. Kept attendance records and informed St. Judes and the builder of any items of immediate concern. Filled out an incident report when someone fell and brought it to immediate attention to resolve the situation to avoid a law suit. Selected to do a Jr. Achievement Assignment, where I assisted in teaching elementary children. Volunteered at Food Bank and delivered food to elders. Belonged to Epsilon Sigma Alpha, an international sorority where the main focus was philanthropic. Served as: Social Director, Philanthropic Director, Secretary, Treasurer, Vice President and President of my chapter, Rho Xi. Served as Social Director on the State Board.
Timeline
Legal Records Clerk
Portfolio Recovery Associates, LLC
05.2023 - Current
Account Manager
AvalonBay Communities Inc.
02.2018 - 06.2020
N.A. - Business
Virginia Wesleyan College
Bachelor of Arts - Communication, Minor in Marketing
Old Dominion University
Sr. Risk Manager
Capital One Bank:27yrs exp.via buyouts
Sr. Risk Manager / Commercial
Capital One Bank / HSBC
Collections Manager / Outbound and Inbound Collections
HSBC
Sr. Risk Manager / Outbound Collections
HSBC
Sr. Collector / Outbound Collections
Household Finance Corporation