Talented Collections Specialist persistent with customers and seasoned in overcoming objectives. Bringing 9 years of experience and driven mentality, excited to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems, top-notch follow-through and methodical approach. Strong researcher successful at persuading customers and obtaining payments.
Skills
Performance improvement techniques
Customer research
Call center background
Payment acceptance
Persuasion strategies
Familiar with locating individuals
Credit and collections
Team-oriented
Experience
Collections Specialist 1, 10/2019 - Current Dlt Solutions, Inc. – Herndon, VA,
Arranged for debt repayment and established repayment schedule based on customer finances.
Notified customers of delinquent accounts with attempt to collect outstanding amounts.
Maintained consistent high performance by establishing solid record of achieving or exceeding objectives through.
Processed payments over phone and set up recurring drafts.
Recorded and updated customer personal accounts with accurate contact information.
Reviewed accounts to determine payment plan compliance.
Overcame objections by applying advanced training and persuasion techniques.
Identified impact of proposed solutions for delinquent clients, discussed options.
Pawn Broker, 08/2017 - 09/2019 Cash America Pawn – City, STATE,
Delivered immediate, friendly and knowledgeable service to customers seeking to bring in or purchase merchandise.
Counted inventory every month and produced reports for management detailing such information.
Recorded details of each loan or sale transaction, including model number, brand and customer contact information.
Set terms for loans and collateral, including rate, fee and expiration date.
Performed daily reviews of aging loans to identify merchandise ready for sale.
Evaluated customer merchandise to make purchasing decisions for store.
Appraised items, including jewelry, firearms and electronics to determine product value and authenticity.
Checked identification for every individual bringing in merchandise and verified against police stolen item database.
Researched electronics and other items online to identify market value.
Explained store policies and procedures to customers and responded to questions about loan terms.
Valued items according to current market conditions and negotiated with customers regarding prices.
Trained newly hired employees on store procedures, delivering continued coaching to help with task prioritization.
Created eye-catching window displays to draw customers into store.
Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
Lead Collection Specialist /Trainer, 11/2009 - 10/2012 Harold Scheer Law Firm – City, STATE,
Performed research and due diligence to resolve issues in timely manner.
Received and submitted payments and applied amounts to customer balances.
Researched, evaluated and resolved discrepancies and customer concerns.
Updated accounts with documentation of interactions and current information.
Developed and improved procedures for collection of past due amounts.
Attended training in topics such as credit management and civil court practices to maintain up-to-date knowledge.
Utilized prescribed scripts and friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
Reached out to customers to discuss late payments and options for remitting amounts due.
Collaborated with legal resources and recovery teams to manage default issues.
Calculated figures such as discounts, percentage allocations and credits.
Oversaw and trained new employees on collection methods, documentation requirements and performance strategies.
Reviewed credit records to evaluate customer histories.
Completed investigations of customer accounts and payment histories.
Reached out customers to collect outstanding payments via one-time or negotiated installment methods.
Lead Collection Specialist /Trainer, 02/2005 - 11/2009 I.C. System Inc. – City, STATE,
Analyzed loss reports and reviewed with senior management to measure overall portfolio performance.
Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
Accepted and processed customer payments and applied toward account balances.
Routinely contacted account holders with balances over 190 days past due to resolve delinquencies.
Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
Improved customer satisfaction by finding creative solutions to problems.
Improved operations by working with team members and customers to find workable solutions.
Created agendas and communication materials for team meetings.
Collaborated with others to discuss new training opportunities.
Recognized by management for providing exceptional customer service.
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Performed site evaluations, customer surveys and team audits.
Education and Training
High School Diploma: , Expected in 05/2000 - Colegio Nuestra Senora Del Pilar - Canovanas, Puerto Rico , GPA:
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