Multi Stage Collector Resume Example Capital One

MULTI-STAGE COLLECTOR

Professional Summary

To obtain the position of a Collector/ Customer Service within a growing corporation where I can apply my education, 10+ years of analyzing and reviewing loans, along with high quality fraud detection techniques.

Skills

MS Office (Word, Excel, PowerPoint, Access, Outlook, Project and Visio). Type 60 to 65 WPM. * Familiar with fraud detection techniques, lending guidelines, auto industry, loan renegotiating experience, analyzing, reviewing, and underwriting complex or large individual consumer requests. * Strong level of analytical, financial and accounting skills. Ability to break down data or issues into sub-compartments in order to determine options or best approach. * Thorough knowledge of collection procedures and regulations; Sound knowledge of business practices and consumer collection

Work History

Multi-Stage Collector, 02/2014 to 03/2018
Capital One – Plano, TX

Review and monitor delinquent accounts daily Effectively process inbound/outbound calls to work collection accounts in a professional manner while keeping and improving customer relations Establish and maintain payment arrangements consistent with company guidelines Process payments and set customers up on auto debit Record all relative information into the collections system regarding collection calls Resolve customer problems while applying good customer service and in a timely manner Handle general customer service questions while remaining professional and following company policies and guidelines Make recommendations to management of accounts needing additional attention Initial skip tracing as needed to find location information.

Deficiency Recovery Specialist, 12/2013 to 01/2014
Ally Financial – Lewisville, TX

Efficiently makes outbound calls to collect payment on deficient balance accounts while maintaining a high level of customer service.
Negotiates account resolutions (i.e.
payment terms and methods) with customers, while considering the company's financial/portfolio performance and productivity standards.
Utilizes various means of skip tracing to locate customers.
Uses multiple methods of communication, such as email, telephone calls, mailing; to follow up with customers regarding their account.
Makes approximately 150 - 200 calls daily to customers to resolve deficient accounts.
Accurately completes all required documents and enter information in respective systems for all transactions.
Notates customers' account in database to ensure all parties are aware of discussion and expectations.
Follows all established policies and procedures within the department to ensure compliance adherence.
Complies with state & federal laws such as FDCPA, CFPB, etc.
Escalates complex cases to supervisor for resolution.

Collections & Recovery Specialist II, 09/2010 to 11/2013
Capital One – Dallas, TX

Pursues communication with defaulted customers utilizing manual or automated dialing to obtain payment commitments designed to resolve delinquency.
Monitor delinquent loans to identify, at the earliest opportunity, situations where alternatives to repossessions, bankruptcies, etc.
Identify, evaluate, and resolve reasons for delinquency.
Record all collection efforts via the collection system ensuring that all accounts are noted accurately.
Access statements, applications, and third-party vendor services to locate or perfect customer contact and make some strategic actionable decisions.
Escalate calls and/or problem accounts to supervisor, repossession, legal or collection agencies as appropriate.
Review daily reports to identify job performance month to date and task completion.
Insures completion of all projects and/or additional assignments assigned to them.

Customer Service Representative - Collector, 06/2008 to 08/2010
Wells Fargo – Dallas, TX

Contact customers to determine reason for payment delinquency and negotiate payment commitment Handle accounts with speed and accuracy while maintaining professionalism Complete phone calls to meet required performance standards and metrics Confirm and/or negotiate payment arrangements; research any discrepancies Maintain established objectives for delinquency, repossessions and net losses; stay informed of changes in policies and procedures Willing to work flexible schedules, weekends and holidays, and overtime as necessary to meet business needs Uses computerized system for tracking, information gathering, and/or troubleshooting.
Evaluate accounts to find a win/win solution to avoid repossession loss.
Document all accounts accurately, clearly and concisely noting reason for hardship and potential repossession loss.
Responds with accurate information pertinent to the caller's questions using professionalism and integrity.
Adhere to all state and federal laws in the handling of accounts.

Education

Masters of Science: Higher Education Administration, Dec. 2014
Texas A&M University - Commerce, TX
Higher Education Administration

Bachelors of Science: Interdisciplinary Studies, Dec. 2012
Texas A&M University - Commerce, TX
Interdisciplinary Studies

Skills

approach, balance, book, credit analysis, customer relations, customer service, database, debit, documentation, email, financial, financial and accounting, legal, mailing, Access, Excel, MS Office, Outlook, PowerPoint, win, Word, policies, quality, research, risk assessment, Sound, strategic, supervisor, telephone, phone, troubleshooting, Type, 65 WPM, underwriting, Visio

Resume Overview

Companies Worked For:

Capital One
Ally Financial
Wells Fargo

School Attended

Texas A&M University

Job Titles Held:

Multi-Stage Collector
Deficiency Recovery Specialist
Collections & Recovery Specialist II
Customer Service Representative - Collector

Degrees

Masters of Science : Higher Education Administration , Dec. 2014
Bachelors of Science : Interdisciplinary Studies , Dec. 2012

Multi-Stage Collector Resume Example

Resume Score: 90%

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