Skilled Collector/Customer Service Administrator committed to addressing customer concerns with speed, accuracy and professionalism. Consistently meets and exceeds productivity goals, maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction to increase customer loyalty.
Built customer loyalty by placing follow-up calls for customers who reported product issues.Formulated and enforced Service Center policies, procedures and quality assurance measures.Trained staff on how to improve customer interactions.Properly directed inbound calls in phone queues to improve call flow.Guaranteed positive customer experiences and resolved all customer complaints. Taking inbound calls from customers with delinquent account balances that have been referred to a third party collection agency and/or wrote off due to non-payment. Collect or establish a payment plan on past due accounts. Reviews invoices prepared by billing department for accuracy. Initiates collections calls on delinquent customers. Update pertinent contact information on all accounts. Operates as a mentor for the collectors within the department. Assist with dispute resolutions and escalated supervisor calls.
Maintained up-to-date records at all times. Completed monthly financial reports of all payments received for the collections department. Assisted in the creation of record payment software. Updated customers accounts and information on a daily basis. Communicated with vendors via phone or email to obtain payments on outstanding accounts. Receive and review charged-off accounts within region to ensure appropriate handling per established guidelines; place accounts with designated outside collection agency in support of recovery goals. Track accounts volumes placed with recalled agencies, manage the agency acknowledgment process to ensure inventories are maintained accurately; ensure timeliness indicators are met for all purposes.
Provided accurate and appropriate information in response to customer inquiries. Addressed customer service inquiries in a timely and accurate fashion. Maintained up-to-date records at all times .Properly directed inbound calls in phone queues to improve call flow. Communicated collection results/problems to National Account Managers. Incumbents may serve as a technical resource to others in the resolution of complex problems, and orient, train assign and review the work of lower level employees. Initiates outbound calls on delinquent account holders as well as receive inbound calls. Research account discrepancies for resolutions.
Responsible for monitoring past-due accounts. Actively call and collect on delinquencies. Notify customers about property taxes and forced placed home insurance that was paid on their behalf. Collect and establish a payment plan to bring account current or advise customer on about company program to resolve past due balance. Updating current financial information.
Receive incoming documents for filing and distributing throughout the department. Complete daily production reports. Scan documents using a high speed imaging machine. Prepare documents for annual destruction. meet weekly and monthly deadlines. Training new employees.
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