VICTORIA SHUMATE
Mesa,AZ
Summary
Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Credit Assistance Specialist
Bank of America
Phoenix, AZ, AZ
09.2024 - Current
- Manage a high-volume portfolio of auto loan accounts 59 days past due and under, ensuring early-stage delinquency is resolved quickly and efficiently.
- Conduct outbound and receive inbound calls to negotiate payment arrangements, resolve complaints. Maintain detailed and accurate account documentation while ensuring compliance with state law & regulations.
- Use customer-centric strategies to retain borrowers and minimize repossession risks.
- Meet and exceed monthly collection and contact rate goals, consistently ranking among top performers.
- Utilize systems such as NGW (UCRS), BOLT, WAVE & Complaint Capture to deliver accurate account information and keeping up with the maintenance for the account.
Collections Specialist
TD Bank
Phoenix, AZ
02.2023 - 06.2024
- Quantified debtor balances to avoid late payments and bad credit.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Worked with customer to create debt repayment plan based on current financial condition.
- Retail CC- auto dialing collect on account 60+ days past due.
- Send out statements. Updated account information. Provided customers with assistance plans such as forbearance, due date changes, settlements. Checked line of credit educated customer on per diem and credit reporting.
Collections Specialist
Adecco/Regional Acceptance
03.2022 - 02.2023
- Took an average of 180 inbound and outbound calls per day
- Arranged cure plans for delinquent customers. We arranged cure plans to bring the customer out of the delinquency status by offering them either an extension where we go through a questionnaire with the customer or we offer them a roll amount where extra funds left over from previous payments are used as credit so on their next due date they have the option to make a lower payment and still bring the account current.
- Emails where sent out daily.
- Mailed letters for extension offers.
- Faxed signed extensions to the office for review. Skip tracing was done on a daily.
Fraud & Claims Specialist
Wells Fargo
12.2020 - 03.2022
- Received 40-50 calls per day to assist customers with filing claims for fraudulent activity.
- Retained customer accounts that were deemed worthy of retention.
- Reached out to banks/maker of checks to verify if checks were issued & funds are available as well as the date the check cleared.
- Spoke to Wells Fargo branch managers for different reasons such as retention and getting funds released for a check while the customer is in branch.
- Closed out unauthorized accounts by filing identity theft forms.
- Force posted deposits on accounts that had a credit block.
Customer Service Representative
W.W. GRAINGER INC
Phoenix, AZ
09.2019 - 12.2020
- Phone Channel : placing orders, credit and re-bills, updating account information, creating new accounts, returns, create shipping labels, pay invoices, FOC’s , follow ups
- Email Channel : receiving purchase orders, forwarding/ routing to correct to queue, follow up with customer requests
Collections Specialist
Nationwide Credit Inc
06.2017 - 09.2019
- Took inbound and outbound calls on accounts that are Primary, Secondary, Tertiary, Quad & Quints.
- Made payment arrangements
- FDCPA & UDAAP certified.
- Negotiated on every call and used a negotiation checklist.
- Automated dialer experienced.
- Offered Settlements on any account eligible for one
Education
High school Diploma -
Maricopa High School
05.2016
Skills
- Account Investigation
- Conflict Resolution
- FDCPA Compliance
- Payment posting
- Negotiating
- Developing future curing plans
Timeline
Credit Assistance Specialist
Bank of America
09.2024 - Current
Collections Specialist
TD Bank
02.2023 - 06.2024
Collections Specialist
Adecco/Regional Acceptance
03.2022 - 02.2023
Fraud & Claims Specialist
Wells Fargo
12.2020 - 03.2022
Customer Service Representative
W.W. GRAINGER INC
09.2019 - 12.2020
Collections Specialist
Nationwide Credit Inc
06.2017 - 09.2019
High school Diploma -
Maricopa High School