Terri Heggen
Billings,MT
Summary
Proactive collections specialist with a proven track record of maximizing collections and reducing outstanding balances. Experienced in handling customer inquiries, negotiating payment arrangements, and maintaining accurate records. .
Overview
23
23
years of professional experience
Work History
Office Manager
Comfort Heating & Air
Billings, MT
05.2012 - 02.2025
- Provided training to new hires on office policies and procedures.
- Maintained filing system for records, correspondence and other documents.
- Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
- Provided administrative support to management team including preparing reports and presentations.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Supervised staff members, organized schedules and delegated tasks.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Developed effective communication strategies between departments within the organization.
- Maintained confidential records relating to personnel matters.
- Responded to customer inquiries via phone or email in a professional manner.
- Assisted with the preparation of budgets, forecasts and financial statements.
- Processed payroll accurately ensuring all employees were paid on time.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Interpreted and communicated work procedures and company policies to staff.
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Automated office operations for managing client correspondence, payment schedules and data communications.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Used judgment and initiative in handling confidential matters and requests.
- Trained and mentored administrative staff members in company policies, daily task execution, and industry best practices.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Coordinated office activities and operations to secure efficiency and compliance with company policies.
- Managed office inventory and placed new supply orders.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Managed office budget to handle inventory, postage and vendor services.
- Administered payroll and maintained proper documentation of employee personnel.
- Reviewed files and records to obtain information and respond to requests.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
Collection Specialist
St Vincent
Billings, Montana
03.2002 - 02.2011
- Handled incoming calls from customers regarding account status, billing inquiries, payment arrangements.
- Utilized problem-solving skills to address complex issues that arose during collection efforts.
- Performed skip tracing activities using various databases such as credit bureaus, county courts.
- Ensured compliance with applicable federal and state laws governing collections practices.
- Developed solutions to resolve customer payment disputes or discrepancies.
- Maintained accurate records of all collection activities in the computer system.
- Analyzed customer creditworthiness, financial condition, and account history to determine appropriate collection action.
- Reviewed accounts for past due balances and contacted customers to arrange payment plans or collect payments.
- Researched customer accounts for errors or discrepancies and corrected them as necessary.
- Met demands of busy collections group by performing high volume of daily calls.
Education
Some College (No Degree) -
Montana State University
Bozeman, MTSkills
- Account reconciliation
- Payment processing
- Debt recovery
- Regulatory compliance
- Skip tracing
Timeline
Office Manager
Comfort Heating & Air
05.2012 - 02.2025
Collection Specialist
St Vincent
03.2002 - 02.2011
Some College (No Degree) -
Montana State University
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