High-performing, reliable, seasoned representative, with more than 15 years of collection experience. Customer-
focused yet work independently and professionally to embrace the ever changing client and work environment. Goal-oriented Excellent data entry and typing skills. Self-sufficient Proficient in many types of systems and software. Fair Dept Collection Practices Familiarity with Key Performance Indicators High customer service standards Self-sufficient Predictive dialer and automatic call distributor. Team Player Effective time management Dedicated to process improvement Strong communication skills
Phone Banker September 2014 to CurrentWELLS FARGO － Glen Allen, VA
On average answered 85 calls daily, overcoming customer's banking concerns which can include some escalated issues.
Managed high call volume with tact and professionalism.
Sold products and services to achieve the aggressive sales goals that are measured daily.
Handled each customer with a friendly, courteous touch while following strict procedures for handling various types of inquiries.
Demonstrated strong listening, written and verbal communication skills while working in a fast paced environment.
Accurately documented, researched and resolved customer service issues.
Sr Coordinator Recoveries March 2012 to July 2014CAPITAL ONE － Glen Allen, VA
Made 75-100 daily outbound/inbound collection calls to customers in both a "dialer" and manual environment.
Advised customer status of charged off status for their previous charged off credit, SBA, installment loans and request additional information as needed.
Properly tracked and updated customer account information Exhibited effective skip-tracing techniques when applicable Provided thorough and accurate documentation to accounts Maintained superior quality assurance results Serviced accounts by investigating problems and finding resolutions to create a positive customer experience.
Assisted each customer by reducing their losses and delinquency by negotiating payment arrangements while providing excellent customer service.
Adhered to policy, compliance and system documentation guidelines regarding security of customer information.
local, state and federal laws.
Trained and assisted employees on multiple programs and account issues.
Attended weekly team meetings, assisted in projects, attended work improvement classes to strengthen skills and improve the department.
Met or exceeded service and quality standards every review period.
Received multiple service awards.
Risk Specialist November 2009 to March 2012CAPITAL ONE － Glen Allen, VA
Serviced accounts by investigating problems and finding resolutions to create a positive customer experience.
On average made 50 to 100 daily inbound and outbound calls on both a "dialer" and manual environment.
Updated account information and complete appropriate documentation.
Performed account level research Exhibited effective skip-tracing techniques when applicable Overcome objections that customers have about making payments toward their account and help them to understand their account(s) and responsibilities Used integrative thinking combined with a wide variety of systems and tools to come up with inventive ways to cure accounts.
Used solutions to help customers overcome their financial challenges while building a lifetime customer relationship.
Referred unresolved customer grievances to designated departments for further investigation.
Evaluated stat reports on a monthly basis.
Provided thorough and accurate documentation to accounts Maintained superior quality assurance results.
Risk Specialist November 2000 to November 2009CAPITAL ONE － Glen Allen, VA
Responsible for contacting and making arrangements for installment loan/credit line customers whose accounts where past due by 1 to 90 days.
Use integrative thinking combined with a wide variety of systems and tools to come up with inventive ways to cure accounts.
Used these solutions to help customers overcome their financial challenges while building a lifetime customer relationship.
Performed skip-tracing functions when needed.
Followed procedures, responsible for negotiating the collection of moderately complex past due loans.
Assisted management with daily stats and use skills to peer coach others.
Remittance Processing May 1999 to November 2000CAPITAL ONE － Glen Allen, VA
Processed payments for customers.
Credited customer accounts for credit cards, affinity cards, America One, installment loans and secured card deposits.
Cross-functional with data preparation and support team in item processing.
Field Auditor May 1996 to May 1999RGIS － Wilmington, DE
Managed and directed from 3 to 30 employees in the performance of store audits.
Negotiated contractual arrangements and coordinated work plans for multiple auditing operations.
Provided ongoing training in audit techniques, inventory control methods and the use of auditing equipment.
Maintained company computer and software programs for processing audit results and acted as liaison with home office.
HIGH SCHOOL DIPLOMADelaware Tech － Wilmington, DE
auditing, banking, coach, credit, excellent customer service, customer service, documentation, fast, financial, functional, home
office, inventory control, listening, meetings, negotiating, quality, quality assurance, research, sales, system documentation, verbal communication skills, written