Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
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.
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
02/2014 to 03/2018 Multi-Stage Collector Fifth Third Bank | Lima, OH,
  • 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.
12/2013 to 01/2014 Deficiency Recovery Specialist Ally Financial | City, STATE,
  • 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.
09/2010 to 11/2013 Collections & Recovery Specialist II Capital One | City, STATE,
  • 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.
06/2008 to 08/2010 Customer Service Representative - Collector Wells Fargo | City, STATE,
  • 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.
Expected in Dec. 2014 Masters of Science | Higher Education Administration Texas A&M University, Commerce, TX GPA:
Higher Education Administration
Expected in Dec. 2012 Bachelors of Science | Interdisciplinary Studies Texas A&M University, Commerce, TX GPA:
Interdisciplinary Studies
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

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School Attended

  • Texas A&M University
  • Texas A&M University

Job Titles Held:

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


  • Masters of Science
  • Bachelors of Science

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