Experienced Accounts Receivable Specialist bringing [Number] years of experience in the credit and collections field. Talented in performing high volume of outbound calls to secure payments on past due accounts. Well-versed in reducing loss and write-offs by offering customers payment plans and alternative debt restructuring options.
Skills
Delinquent account management
Repayment plan structuring
Problem-solving
Staff Development
Performance improvements
Call center experience
Collections
Payment processing
Customer service
Employee training
Reliable and Accountable
Team managements and Interpretation
Attention Detail
MS Office
Operational improvement
Great Oral, Written and Computer Communications
Issue investigation
Work History
Collection Agent, 09/2018 to Current Atlas Contact Center Staffing & It Consulting – Addison, TX,
Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
Negotiated with account holders to devise repayment plans and minimize collections receivables.
Reached out to approximately [Number] account holders daily.
Persistently reached out to customers with extremely past due accounts to recover lost revenue.
Identified and analyzed rejection patterns, partial denials and denials from third parties to improve existing processes.
Collected funds from delinquent customers and minimized loss to save $[Amount] during [Timeframe].
Managed delinquency cycle, including past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
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.
Discussed options with delinquent clients in terms of proposed solutions or foreclosure.
Monitored accounts for compliance with established payment plans and flagged those in violation.
Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
Maintained compliance with fair debt practices and regulatory guidelines.
Processed payments and applied to customer balances.
Trained new team members on scripts, company services and performance strategies and provided mentoring.
Counseled debtors on payment options and arranged installment agreements.
Maintained high volume of calls to meet demands of busy group.
Negotiated to collect balance in full.
Account Services Supervisor , 06/2016 to 09/2018 Vista Equity Partners – Virtual, CA,
Monitored team's performance and gave feedback when necessary.
Updated job knowledge by attending various workshops, training sessions and educational opportunities, including [Workshop Name] and [Workshop Name].
Handled customer complaints and inquiries.
Assisted with training and development of team members.
Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Maintained productivity and quality standards at all times.
Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Helped [Number] customers every [Timeframe] by approaching conversations with positive attitude and [Action].
Accepted payments and updated accounts with latest information.
Operated in dynamic, high-volume environments to provide skilled assistance to more than [Number] customers each day.
Customer Service Representative, 05/2015 to 04/2016 Ameripride Services, Inc. – Troy, NY,
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Consulted with outside parties to resolve discrepancies and create effective solutions.
Communicated with vendors regarding back order availability, future inventory and special orders.
Cultivated customer loyalty, promoted repeat customers and improved sales.
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