Sr. IB Recovery Coordinator Resume Example

• Maintained high corporate standards at all times by ensuring that employees followed all company processes and procedures.
• Developed and implemented daily operations plans such as delivery routes, employee assignments, and promotional strategies.
• Directs and coordinates activities of team members engaged in collecting charged off accounts of customers by performing the following duties.
• Monitor call performance of team members against standards; receive input from Quality Control and Training Department; coach/mentor team members using data received from variety of sources.
• Maintain performance records/reports of team. Review reports to ascertain status of collections and balances outstanding and to evaluate effectiveness of current collection policies and procedures. Identify team members who require training in advanced topics or remedial training; transfer team members to retraining spine as required with appropriate documentation on performance weakness and strengths, Ensure that team members verify and update account information, properly code accounts and prepare documents to transfer accounts; coordinate with Accounting as required on the status of payments and insufficient checks. Review requests from team members to settle accounts; approve if within authority level; refer to next supervisory level if appropriate or reject the settlement proposal. Monitor direct check payment base to ensure customers make company established minimum payments or approve deviations from standard terms of payment.

Notifies or locates customers with delinquent accounts and attempts to secure payment by performing the following duties.

Comply with all aspects of the Fair Debt Collection Practices Act (FDCPA), company policies, and procedures.

Trace customers to the new addresses using address software or by contacting credit reporting agencies, post offices, relatives, employers, and other possible leads.

Confer with thecustomer by telephone in anattempt to determine thereason for overdue payment, review terms of sales, service, or credit contract with the customer; take appropriate action if the customer disputes the accounts.

Request appropriate form letters to customers to notify them of the transfer of the account to the right department, encourage payment of delinquent accounts or confirm agreements to settle accounts.

Record information about thefinancial status of customers and thestatus of collection efforts using automated collections software.

Obtain and review appropriate correspondence and documents, both paper and electronic that pertain to the account.

Establish payment schedule and grant extensions of payment deadline; determine interest to be charged on overdue amount. If delegated settlement authority, settle the account within limits authorized; otherwise, obtain necessary information and confer with a supervisor.

Submit necessary codes to transfer the account to legal collections if the customer fails to respond to settlement authority established by the Director of Operations.

Responsible for ensuring compliance with applicable laws, regulations, and company policies across areas of organizational responsibility.