Taylor Radcliff
Cincinnati,OH
Summary
Experienced collections professional with strong track record in managing accounts and improving recovery rates. Skilled in team collaboration, negotiation, and conflict resolution, with focus on achieving measurable results. Adaptable to changing environments, reliable, and driven to meet organizational goals.
Overview
10
10
years of professional experience
Work History
Collections Manager
General Electric Credit Union
Cincinnati, OH
05.2024 - Current
- Lead a team of 14 collections professionals to facilitate payment arrangements, and drive continuous improvement in collection results
- Manage the day-to-day operations of the collections team, including assigning worklists, monitoring workloads, and ensuring high-quality communication with members.
- Assign and monitor accounts to team members, providing guidance and support to ensure effective follow-up and resolution
- Develop and implement collection strategies, procedures, and performance metrics to meet department and company goals.
- Conduct regular worklist reviews with collectors to assess resolution progress and effectiveness of interventions on delinquent accounts
- Review aging reports to identify high-priority accounts and handle escalated or complex collections cases
- Serves as primary point of escalation for complex or sensitive collection matters.
- Oversee recruitment, onboarding, scheduling, and payroll approvals.
Collections Supervisor
General Electric Credit Union
09.2022 - 05.2024
- Administer communication on team guidelines regularly including areas to focus to collect, negotiation terms and account priorities.
- Handle escalated member concerns, complex accounts and team member inquiries.
- Facilitate negotiations with members on high-volume accounts.
- Review audit reports and ensure complete compliance with FDCPA, taking action to remedy any concerns timely.
- Support team efforts for skip tracing
- Facilitate performance management, staffing and development of team.
- Work to enhance and sustain effective organization culture by building positive, collaborative and functional relationships among peers and leaders.
Collection Specialist
General Electric Credit Union
09.2019 - 09.2022
- Collect on delinquent payments on installment loans, lines of credit and credit cards that are 25+ days past due following the FDCPA Guidelines.
- Contact members with delinquent accounts via phone or email, utilizing skip tracing techniques to find additional contact information.
- Document account activity and member interactions using the collections system for both internal and legal purposes.
- Work with members to establish acceptable payment arrangements to bring delinquent accounts back into good standing.
- Process payments for delinquent accounts.
- Review accounts to determine the need for legal or repossession action with oversight from management.
- Collaborate with and assist internal team members with delinquent accounts via internal communications and phone.
Administrative Assistant
Active Day Adult Day Health Center
Cincinnati, OH
11.2016 - 09.2019
- Managed billing, client scheduling, and administrative operations.
- Coordinated onboarding, background checks, and HR processes.
- Handled social media, inventory management, and interview logistics.
- Support the Center Director in planning and evaluating programs.
- Maintaining accurate records and participating in safety initiatives.
- Collaborate with cross-functional teams to enhance member experiences.
Collector
Navient
Mason, OH
11.2015 - 11.2016
- Locate and communicate with debtors via phone and written notices to obtain repayment in full or to establish acceptable payment arrangements
- Conduct 120+ calls per day to meet the company goals and requirements.
- Resolve issues of a non-routine nature as necessary
- Perform skip tracing and contract observance functions to ensure compliance of all company, client, federal and state regulations
- Provide excellent customer service to our customers as they navigate successful management and repayment of debt.
Education
General Studies -
University of Cincinnati
Blue Ash, OH12-2019
General Studies -
University of South Carolina Union
Union, SC12-2013
High School Diploma - undefined
Union County High School
Union, SC12-2012
Skills
- Customer Service & Call Center Operations
- Collections, Recovery Strategies & Skip Tracing
- Conflict Resolution & Negotiation
- Performance Auditing, KPI Development & Reporting
- Policy & Process Development
- Administrative Operations & Scheduling
- Employee Onboarding & Timekeeping
- Team Leadership & Coaching
- Microsoft Office Suite (Excel, Outlook, Word)
- Report Writing & Attention to Detail
- Process improvement strategies
- Goal-oriented focus
Timeline
Collections Manager
General Electric Credit Union
05.2024 - Current
Collections Supervisor
General Electric Credit Union
09.2022 - 05.2024
Collection Specialist
General Electric Credit Union
09.2019 - 09.2022
Administrative Assistant
Active Day Adult Day Health Center
11.2016 - 09.2019
Collector
Navient
11.2015 - 11.2016
High School Diploma - undefined
Union County High School
General Studies -
University of Cincinnati
General Studies -
University of South Carolina Union