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quality assurance credit collections supervisor resume example with 11+ years of experience

JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Professional Summary

Skilled in promoting team productivity through the use of communication, collaboration as well experience in developing individual team members. Trained in conducting evaluations to identify and correct defects in customer service performance and providing meaningful insights into productivity. Committed to the review process and auditing procedures, identifying deficiencies and initiating solutions to problems. Committed to achieve excellent results and customer satisfaction, contribute to team success through hard work, team and self-motivation to learn, grow and excel in customer service and satisfaction.

Accomplishments

· Led 2 teams that recovered 40% of main revenue for company

· Led service initiatives to improve call resolution by 20% while encouraging a sense of team spirit and accountability amongst the team.

· Strategic Lead for bankruptcy clients that recovered an excess of assets that were valued at $2 Million annually.

· Managed a pipeline of over 250 bankruptcy cases with and average yearly total of $38 million.

· Recognition: Operations Resource Management Specialist of the Year - U.S. Air Force wide - 3 years running

Skills
  • Coaching and Mentoring
  • Quality Assurance
  • Team Management and Supervision
  • Decision Making
  • Handling Customer Complaints
  • Performance Management
  • Motivational Leadership
  • Regulatory Compliance
  • Team Building
  • Staff Development and Training
  • Customer Service Management
  • Employee Motivation and Discipline
  • Verbal and Written Communication
Work History
07/2020 to Current Quality Assurance/Credit Collections Supervisor Stillman Law Office | City, STATE,
  • Acted as central point of contact for both employees and customers on routine credit and collection issues.
  • Reported on and recommended actions related to financial stability of potential clients.
  • Counseled debtors on payment options and arranged installment agreements.
  • Monitored accounts for compliance with established payment plans and flagged non-compliances.
  • Identified needs and provided training to clarify expectations of collections agents.
  • Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
  • Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
  • Prepared and delivered performance reviews of [Number] collections agents to support continuous improvement of department.
  • Documented conversations with consumers and research into accounts.
  • Achieved performance goals on consistent basis.
  • Processed payments and contracts on accounts.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Negotiated to collect balance in full.
  • Processed payments and applied to customer balances.
  • Trained new team members on scripts, company services and collection strategies.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
01/2017 to 07/2020 Lead Legal Specialist Encore Capital Group | City, STATE,

01/2017 to Current


Lead Legal Specialist - Encore Capital Group/Troy, MI

· Audit, review and discuss team member accounts to ensure proper workflow to next stage in process.

· Monitor team account queues for compliance and address any work backlogs.

· Provide customer service to resolve any escalated issues, complaints, and requests.

· Work with Accounting and Legal on issues with accounts involving fees and other compliancy concerns.

· Collaborate with other Team Leads on production issues and ways to implement solutions and identified areas and opportunities to upgrade quality standards within management processes and systems.

· Supervise, assist and mentor team members to meet production and career goals along with creating effective and supportive team relationships and conduct performance evaluations.

· Create, review and update Operating procedures across various regions of production and operations.

· Work with Process Managers to improve workflow and remove redundancies and help streamline work.

· Establish defined quality standards for all work aspects of the organization



04/2012 to 08/2016 Senior Bankruptcy Recovery Supervisor Five Lakes Agency, Inc. | City, STATE,

· Supported bankruptcy law, as well as received processed and secured payments on bankruptcy accounts.

· Preparation, negotiation and management of reaffirmation agreements in Chapter 7 bankruptcy.

· Reassessment of terms within Chapter 11 and 13 plans to maximize plan payment to client.

· Prepare, review and monitor proof of claims in Chapter 7 and 13 cases, while protecting clients' interest to avoidance of lien stripping attempts.

· Attorney/Bankruptcy coordinator as it relates to strategic recovery and liquidation of assets controlled within bankruptcy estate.

· Assist in the development, planning and implementation of methods and operations for quality improvement, understanding the priority of the organization and evaluated call behaviors for regulatory compliance cross-selling and adherence to policy.

· Monitor Call Center operations

· Provide coaching and training for proper communication, problem-solving and customer service, while processing, reviewing daily Operating Reports.

· Negotiate payments and settlements in open, discharged and dismissed Chapter 7, 7 Asset, 11 and 13 bankruptcy cases.

· Negotiated and partnered with Attorneys, Realtors and Trustees about short sales on home properties and other assets.

· Act as liaison between the client and the organization to rectify issues and concerns.

· Adhered to Federal and local laws pertaining to collections within bankruptcy code as well as investigated and solved escalations and satisfied customers with concrete solutions to their problems.

· Facilitate effective and supportive team relationships and conduct performance evaluations.

Teamed with Local counsel and para legal staff reviewing bankruptcy plans to protect and secure company's position as it pertained to bankruptcy

08/2009 to 10/2011 Repossession Specialist/Collector Credit Acceptance Corporation | City, STATE,

· Performed Call Center operations, verify customer information, process payments, data entry and update accounts.

· Communicated with customers regarding outstanding balances, interest accruals and late fees.

· Negotiated settlements and payoffs in adherence to company policies and legal privacy issues.

Built working relationships with a national network of independent repossession agents to gather the most current information on customer vehicles and locations.

Education
Expected in Certificate of Course Completion | Total Quality Management Community College of The Air Force, Montgomery, AL GPA:
Expected in Certificate of Course Completion | Operations Resource Management Supervisory Course Community College of The Air Force, Montgomery, AL GPA:
Expected in Certificate of Course Completion | Operations Resource Management Community College of The Air Force, Montgomery, AL GPA:
Expected in 06/2024 Bachelor of Science | Psychology Wayne State University, Detroit, MI GPA:

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Resume Overview

School Attended

  • Community College of The Air Force
  • Community College of The Air Force
  • Community College of The Air Force
  • Wayne State University

Job Titles Held:

  • Quality Assurance/Credit Collections Supervisor
  • Lead Legal Specialist
  • Senior Bankruptcy Recovery Supervisor
  • Repossession Specialist/Collector

Degrees

  • Certificate of Course Completion
  • Certificate of Course Completion
  • Certificate of Course Completion
  • Bachelor of Science

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