Collections Agent resume example with 5 years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
Home: (555) 432-1000
Cell:
resumesample@example.com
Summary
Seasoned Collection agent offering 3 years' expertise in billing and collections and success in driving continuous improvement by streamlining billing and cash flow processes. Effective in developing best practices to manage aged receivables and optimize collections outreach. Seeking to leverage background to take next career step with growing startup organization.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Skills
Aged account reporting
Skip tracing
Collections process improvement
Billing and collections best practices
Repayment negotiations
Collections regulatory guidelines
Billing procedures
Account management
Financial reporting
Credit and collections
Payment acceptance
Customer research
Call center background
Scripted conversations
Team-oriented
Experience
Collections Agent, 01/2020 to 12/2021 Alorica Inc. – Utica, NY,
Identified past due accounts and contacted account holders to arrange payment.
Contacted customers and explained debt management to encourage timely debt payments.
Updated account status records and collection efforts.
Created repayment plans based on account holders' financial status and repayment abilities.
Processed payments and refunds quickly to maximize efficiency and meet performance targets.
Resolved billing discrepancies and customer credit issues.
Monitored accounts to identify overdue payments and pursue timely remedies.
Maintained accurate records and reported on collection activity and accounts receivable status.
Followed fair debt practices and regulatory guidelines when managing collections process.
Recovered lost revenue by persistently reaching out to customers with past due accounts.
Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts.
Resolved balance errors using accounting software.
Improved existing collections processes by analyzing rejection patterns and denials.
Collections Representative, 05/2019 to 01/2020 Scentair – Santa Clara, CA,
Advised debtors on payment options and set up payment plans.
Reasoned with customers and attempted to negotiate full balance payments.
Handled irate customers smoothly to achieve performance targets.
Handled contracts and payments on accounts.
Used effective questioning techniques to clarify why debtors were delinquent.
Entered customers' financial status information into system.
Utilized skip tracing resources to complete background checks and loan documents.
Notified customers of delinquent accounts with attempt to collect outstanding amounts.
Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
Processed payments over phone and set up recurring drafts.
Received payment and posted to appropriate customer accounts.
Arranged for debt repayment and established repayment schedule based on customer finances.
Recorded and updated customer personal accounts with accurate contact information.
Met demands of busy collections group by performing high volume of daily calls.
Reviewed accounts to determine payment plan compliance.
CCR Operator, 02/2018 to 03/2019 Ewing Irrigation – Seattle, WA,
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Promptly responded to customer inquiries and resolved complaints to promote loyalty.
De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Documented conversations with customers to track requests, problems and solutions.
Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up.
Kept customer and system account information accurate and current to support timely resolutions for concerns.
Reviewed customer account information to determine current issues and potential solutions.
Documented customer inquiries and feedback and entered service delivery suggestions in company database.
Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
Built client rapport, accurately processing repair invoices and claims while troubleshooting financial discrepancies through completion.
Followed up on emailed or web-submitted customer inquiries within standard response times.
Customer Service Associate, 08/2016 to 12/2017 Walmart.com – City, STATE,
Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Educated customers on special pricing opportunities and company offerings.
Documented conversations with customers to track requests, problems and solutions.
Met and exceeded productivity targets by handling every interaction with top-notch customer service.
Assisted customers in making payments on accounts and setting up payment plans.
Upheld strict quality control policies and procedures during customer interactions.
Addressed inquiries, resolved customer issues and managed customer relations.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
Reviewed account and service histories to identify trends and issues.
Recommended improvements to products and services to mitigate complaints.
Relayed productive customer feedback to marketing teams.
Shared detailed information regarding options to help customers make decisions.
Consulted with customers regarding needs and addressed concerns.
Education and Training
High School Diploma: , Expected in 06/2010 Franklin D Roosevelt High School - Dallas, TX GPA:
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