LiveCareer-Resume

collection agent resume example with 7+ years of experience

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary

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
09/2018 to Current Collection Agent 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.
06/2016 to 09/2018 Account Services Supervisor 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.
05/2015 to 04/2016 Customer Service Representative 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.
01/2014 to 05/2015 Collection Manager Onemain (Formerly Springleaf & Onemain Financials). | Lima, OH,
  • Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
  • Generated and mailed updated statements monthly and processed demand letters.
  • Set up and updated customer accounts and CRM with interactions, payments and personal information.
  • Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices.
  • Documented interactions in computer database and updated information.
  • Monitored payments due from clients and promptly contacted clients with past due payments.
  • Conducted investigations of customer accounts and payment histories.
  • Processed payments and applied to customer balances.
Education
Expected in 2012 Associate of Arts | Business Administration Savannah Technical College, Savannah, GA GPA:

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Resume Overview

School Attended

  • Savannah Technical College

Job Titles Held:

  • Collection Agent
  • Account Services Supervisor
  • Customer Service Representative
  • Collection Manager

Degrees

  • Associate of Arts

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