collections supervisor resume example with 19+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • :
Professional Summary

Skilled Collections Specialist offering 17 years of experience and a driven mentality. Persistent with customers and seasoned in overcoming objectives.

Outgoing Collections Supervisor with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.

Dependable Collections Specialist successful at meeting high productivity, quality and performance standards. Efficient and competent professional.

  • Managing Delinquent Accounts
  • Service Quality Standards
  • Credit Accounts
  • Financial Documentation
  • Administration and Management
  • Staff Training
  • Account Monitoring
  • Updating Customer Accounts
  • Credit and Collections
  • Skip Tracing
  • Problem Identification
  • Team Management
  • Auto Dialers
  • Correspondence Writing
  • Financial Transactions
  • Customer Locating
  • Status Updates
  • Payment Scheduling
  • Delinquent Account Notification
  • Payment Solicitation
  • Office Management
  • Credit Extension Negotiation
  • Analytical and Critical Thinking
  • Negotiation and Resolution
  • FDCPA Compliance
  • Loan Modification
  • Client Correspondence
  • Scripted Conversations
  • Constructive Feedback
  • Locating Debtors
  • Account Adjustment
  • Predictive Dialers
  • Solution Building
  • Customer Care
  • Quarterly Reviews
  • Delivering Reviews
  • Organizational Skills
  • Past Due Procedures
  • Delinquency Monitoring
  • Collection Calls
  • Payroll Administration
  • Contacting Borrowers
  • Communications Strategies
  • Goals and Performance
  • Corrective Actions
  • Lead Collection
Work History
Collections Supervisor, 10/2016 to 01/2022
AbmMilton, FL,
  • Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
  • Processed payments and applied to customer balances.
  • Contacted customers to collect outstanding payments via one-time or negotiated installments.
  • Monitored employee inbound and outbound calls to ensure compliance and call quality.
  • Monitored employee emails to ensure compliance and quality responses.
  • Responsible for training staff to ensure professionalism and phone practices.
  • Conducted the team, and individual performance evaluations to make sure assigned objectives are met.
  • Responsible for running the dialer to ensure that the volume of calls are handled in a timely manner.
  • Responsible for team vacation approval and payroll keeping.
  • Assisted in training of new employees within the department.
  • Supervised collectors in daily duties of phone calls and prepared daily,weekly and monthly strategies.
  • Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
  • Generated and mailed updated statements monthly and processed demand letters.
  • Scheduled employees to provide full coverage of incoming and outgoing calls.
  • Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
  • Documented conversations with consumers and research into accounts.
  • Identified needs and provided training to clarify expectations of collections agents.
  • Prepared and delivered yearly and quarterly performance reviews of assigned team collection agents to support continuous improvement of department.
Collections Representative, 09/2004 to 09/2016
Total System Services, Inc.Portland, OR,
  • Negotiated to collect balance in full.
  • Processed payments and contracts on accounts.
  • Counseled debtors on payment options and arranged installment agreements.
  • Resolved challenging situations with friendly but firm strategies.
  • Ensure all customer information is correct, including phone numbers, addresses and email.
  • Located customers using credit bureau information, skip tracing tools, loan documents and other databases.
  • Assigned, traced and located vehicles to be repossessed.
  • Collected on current accounts, 1-29 days past due, 60-89 days past due and 90-120 days past due.
  • Used skip tracing resources to locate debtors and updated information in company system.
  • Recorded all information regarding financial status of customers.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Achieved performance goals on consistent basis.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Processed payments and applied to customer balances.
  • Trained new team members on scripts, company services and collection strategies.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Used skip tracing and other techniques to locate debtors.
Medical Administrative Assistant, 09/2001 to 10/2003
Devoted HealthWaltham, MA,
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Executed record filing system to improve document organization and management.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Handled client correspondence and tracked records to foster office efficiency.
  • Monitored premises, screened visitors, updated logs and issued passes to maintain security.
  • Organized paperwork such as charts and reports for office and patient needs.
  • Scheduled patient appointments and placed reminder calls to deliver exceptional customer experience.
  • Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
  • Supported office staff and operational requirements with administrative tasks.
  • Conducted insurance verification and preauthorizations and managed patient charts.
  • Received, recorded and addressed incoming and outgoing communication via telephone and email.
  • Carried out front office duties utilizing data entry skills in framework of medical database.
  • Verified insurance coverage to prepare for upcoming patient appointments.
  • Maintained current and accurate medical records for patients.
  • Located, checked in and pulled medical records for patient appointments and incomplete charts.
  • Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
  • Coordinated customer service, patient scheduling and billing.
  • Called patients to confirm scheduled appointments day in advance.
  • Enhanced office productivity by handling high volume of callers per day.
  • Developed and managed accurate and confidential patient records.
  • Provided educational documents and pamphlets to patients.
  • Advocated for patients through conversations with insurance representatives.
  • Contacted patients regarding unpaid and underpaid accounts to resolve issues.
  • Prioritized incoming patients by degree of injury or illness.
High School Diploma : , Expected in to Chino High School - Chino, CA
Medical Administrative Assistant : , Expected in to Bryman College - Gardena, CA,

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Resume Overview

School Attended

  • Chino High School
  • Bryman College

Job Titles Held:

  • Collections Supervisor
  • Collections Representative
  • Medical Administrative Assistant


  • High School Diploma
  • Medical Administrative Assistant

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