Tracy Ashley-Walker
Central City,IA
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Work History
Income Maintenance Caseworker
State Of Iowa
11/1/07 - Current
- Operated computer and imaging equipment to retrieve and enter data into electronic case records.
- Determined if applicants met eligibility for public assistance programs.
- Developed individual plans for self-sufficiency.
- Made referrals to appropriate services.
- Gathered information via telephone, mail or in person from clients applying for assistance.
- Interviewed applicants and explained scope of different available benefits.
- Communicated with people from various cultures and backgrounds on application process.
- Documented all communication with applicants and inputted information into system using
- Inputted all gathered information and researched data on applicants into computer system using
- Developed extensive fact-checking and research skills as result of continuously reviewing different programs and options.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
Collections Specialist
GE Capital
11/8/04 - 10.2007
- Counseled debtors on payment options and arranged installment agreements.
- Monitored accounts for compliance with established payment plans and flagged those in violation.
- Maintained high volume of calls to meet demands of busy group.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Helped clients plan payoff plans for various types of loans, including commercial, home equity, mixed use and multi-family.
- Created documents for court such as affidavits, modifications and forbearance agreements.
- Recorded all information regarding financial status of customers.
- Processed payments and applied to customer balances.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
- Handled outbound and inbound calls daily with goal of collecting owed debt.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Managed legal invoice processing for litigation by foreclosure attorneys.
- Used probing techniques to determine debtors' reasons for delinquency.
- Managed post-petition payments for bankruptcy cases and worked with legal departments to determine appropriate proceedings.
- Checked packages for demand letters and loan authorizations before sending to clients.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved performance goals on consistent basis.
- Collected documents and made portfolios for collections accounts.
- Used skip tracing and other techniques to locate debtors.
- Researched accounts and completed due diligence to resolve collection problems.
- Discussed options with delinquent clients in terms of proposed solutions or foreclosure.
- Negotiated to collect balance in full.
- Researched, analyzed and settled disputes per week.
Education
Some College (No Degree) - Accounting And Finance
Skills
- Sound mathematical reasoning
- Customer service experience
- Filing and recordkeeping
- Clerical knowledge
- Maintains confidentiality
- HIPAA knowledge
- Application Review
- Appointment Scheduling
- Resource information
- Effective communication skills
- Program knowledge
- Documentation and paperwork
- Responsible
- Clerical
- Multitasking abilities
- Teamwork
Timeline
Income Maintenance Caseworker - State Of Iowa
11/1/07 - Current
Collections Specialist - GE Capital
11/8/04 - 10.2007
Kirkwood Community College - Some College (No Degree), Accounting And Finance
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