Skilled Collections Team Lead with expertise in collections and success in improving accounts receivable functions and performance. Successful in applying recovery strategies and negotiating with account holders to cut outstanding debts and aged accounts. Excited to bring talent to team offering opportunities for growth and advancement.
Skills
Account Monitoring
Negotiation and Resolution
Terms Review and Enforcement
Customer Advising and Referral
Credit and Collections
Payment Processing
Skip Tracing
Analytical and Critical Thinking
FDCPA Compliance
Damage Claims
Attorney Support
Insurance Company Communication
Denial Appeals Process
Training and Teaching
Work Planning and Prioritization
Work History
Collections Team Lead, 06/2011 - Current Hca – Moraine, OH,
Worked in call center environment handling manual and automatically dialed outbound calls.
Used scripted conversation prompts to convey current account information and obtain payments.
Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
Used skip tracing and other techniques to locate debtors.
Maintained high volume of calls and met demands of busy and productive group.
Notified co-signers of delinquent accounts to assist in collecting payments.
Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Monitored accounts for compliance with established payment plans and flagged non-compliances.
Achieved performance goals on consistent basis.
Trained new team members on scripts, company services and collection strategies.
Worked with customer to create debt repayment plan based on current financial condition.
Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
Skip Trace Investigator Team Lead, 05/2006 - 06/2011 Northwest Mediation Group – City, STATE,
Worked in call center environment handling manual and automatically dialed outbound calls.
Used scripted conversation prompts to convey current account information and obtain payments.
Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
Used skip tracing and other techniques to locate debtors.
Maintained high volume of calls and met demands of busy and productive group.
Achieved performance goals on consistent basis.
Trained new team members on scripts, company services and collection strategies.
Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
Initiated repossession process or service disconnection upon failure of other collection methods.
Listened to customers and negotiated solutions that met creditor and debtor needs.
Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.
Collections Representative IV, 01/2001 - 05/2006 Drive Financial/Santander Financial – City, STATE,
Reviewed collection reports to determine status of collections and amounts of outstanding balances.
Used skip tracing resources to locate debtors and updated information in company system.
Counseled debtors on payment options and arranged installment agreements.
Monitored accounts for compliance with established payment plans and flagged non-compliances.
Used probing techniques to determine debtors' reasons for delinquency.
Handled 200 outbound and inbound calls daily with goal of collecting owed debt.
Negotiated to collect balance in full.
Recorded all information regarding financial status of customers.
Resolved challenging situations with friendly but firm strategies.
Used skip tracing and other techniques to locate debtors.
Collections Representative II, 03/1999 - 04/2001 Ford Motor Credit Company – City, STATE,
Reviewed collection reports to determine status of collections and amounts of outstanding balances.
Used skip tracing resources to locate debtors and updated information in company system.
Counseled debtors on payment options and arranged installment agreements.
Monitored accounts for compliance with established payment plans and flagged non-compliances.
Handled 200 outbound and inbound calls daily with goal of collecting owed debt.
Recorded all information regarding financial status of customers.
Managed post-petition payments for bankruptcy cases and worked with legal departments to determine appropriate proceedings.
Trained new team members on scripts, company services and collection strategies.
Education
Associate of Arts: Criminal Justice, Expected in 06/2022 - Collin County Community College District - Plano, TX, GPA:
High School Diploma: , Expected in 05/1994 - A Maceo Smith New Tech High School - Dallas, TX GPA:
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