f8a6e679-aef1-4f1d-8f8e-ae32518c77f3

Andrew Smith


Phone:

(000) 000-0000

Email:

[email protected]

Address:

287 Custer Street, Hopewell, PA 00000

Professional Summary

I have 5 years of experience in Customer Service, 8 years in Collections, and 2 years in Research /
Back Office Works. I have been in the BPO industry for 9 years and 6 years in the Banking / Finance industry in total. I am computer proficient and can very well multi-task. I am fluent in English, both spoken and in writing. Above all, I can do the job under pressure!

Employment history

Dec. 2015 – Present
North Marlin, Alaska
Collections Specialist / Research Remediation Representative 2, Cormier-Bailey

Responsible for providing quality customer experience while working to collect and negotiate terms of repayment on outstanding account balances. Works in a professional, customer-centric, and high volume environment; taking inbound calls; making outbound calls utilizing an auto-dialer or direct dial system to determine reason for delinquency. Provides exceptional service while being empathetic when evaluating customers situation to provide relevant solutions. Mitigates risk by adhering to all policies and procedures, as well as local, state and federal regulations. Refers more complex issues to a higher level Account Resolution Specialists. 

Mar. 2013 – Jul. 2014
Port Lazaro, Wisconsin
Quality Assurance Analyst, Dicki-Prosacco

Responsible for reviewing and auditing incidents, email and telephone interactions along with reviewing and investigating customer survey responses for the CallCenter. 

Education

Nov. 2004
Bachelor of Arts: Journalism

  • Western Prosacco Institute – Lake Oscarport, New Mexico

Skills

Proofreading
Experienced

Graphic design
Beginner

Computer Proficient (Excel, MS Office applications)
Experienced

Data Entry
Experienced

collections specialist

  • Examine, evaluate, or process financial assistance applications.

collections specialist

  • Monitored and manipulated sand control gauges, transfer belt control, values and other hydraulic equipment to control sand flow to the blender.
  • Increased and decreased the flow and speed of sand as needed.
  • Lifted and carried iron pipes and fracturing equipment to and from trucks and well site.
  • Inspected truck, equipment, and supplies pre and post trip.

collections specialist

  • Handles outbound and inbound calls for delinquent accounts.
  • Provide payment options for customer to cover their dues.
  • Process payment over the phone using checking account and debit card.
  • Skip tracing customers number to identify which number is working and to avoid further delinquency.

collections specialist

  • Locate customers using credit bureau information, background checks, loan documents, and other paperwork or databases
  • Prepare and deliver viable business plans and other written reports for internal MIS and various third parties requirements.
  • Work collaboratively with different teams PPI, CC, FC, and PTS to achieve Team and Company objectives.
  • Develop and maintain relationships with appropriate vendors and other industry participants. 

senior collections specialist

  • Internal cross-functional collaboration to resolve customer disputes linked to non-payment
  • Collections Department performance measure reporting and analysis
  • Process background data to calculate Collections department key performance indicators
  • Customer account reconciliations
  • Assure compliance to allnex Group Collection policies and internal and external audit requirements

collections specialist

  • Prepared financial reports and reported to credit unions as needed
  • Collected on large and moderately complex past due accounts utilizing available technology  
  • Placed inbound/outbound calls at a rapid, high volume rate. 
  • Provided upbeat and positive phone manner  
  • Negotiated with customers to provide relief from past and current delinquencies 

collections specialist

  • Locate and notify customers of delinquent accounts by email and phone calls to solicit payments.
  • Trace delinquent customers to new addresses by inquiring at post offices, telephone companies, and credit bureaus.
  • Offer best payment plan for cardholders to resolve their credit card balances 
  • Negotiate and make options for Cardholders to resolve their credit card balances 

collections specialist

  • Responsible for collecting overdue debt from card members – working with an automatic dialler, performing inbound and outbound calls
  • Achieved top results monthly, consistently achieving the highest commission scale whilst ensuring QA stays at a 100% standard
  • Duties included processing payments over the phone, general customer service and updating account information
  • Achieved various awards including Excellence in Customer Feedback, Performer of the Quarter and Performer of the Year 2013

collections specialist

  • Wrote Customer correspondence, which documented repayment plans and special arrangements.
  • Made 230+ outbound calls daily to collect on accounts for Capital One clients in collections.
  • Recovered over 70% of all debts assigned to me by providing win-win compromises with clients infinancial jeopardy.
  • Follow up cardholders and inform them with their credit card status 

collections specialist

  • Responsible for reaching out to customers to collect payment for overdue bills, loans, or other mortgage payments. Acts as the liaison between creditors and customers and manages overdue accounts.
  • Handling a diverse portfolio of defaulters failing to pay monthly mortgage which is above 180 days for final settlement offers.
  • Call the occupants(mortgagor) to offer Cash For Relocation assistance and following up with them for CFR documents till closure.
  • Call customers using telephone, email and Inform clients of overdue accounts and amount currently owed and at the same time attempt to collect payment.
  • Utilize computer systems to handle skip tracing, contact generation to Ensure all customer information is correct, including phone numbers and addresses.
  • Set up repayment plans and new terms of sale and Record new commitment to repay debt. 
  • Intensify the penetration by Skip Tracing, Contact Generation to trace the defaulted members to maximize the recoveries and providing variety payment plans.

collections specialist

  • Keeping records of client interactions or transactions, recording details of inquiries , complaints, or comments, as well as actions taken.
  • Initiate contact with clients and negotiate suitable payment plans to bring accounts back to current status. 
  • Handling all incoming calls and emails to collections department from clients regarding billing inquiries, and filing resolutions to remove late charges.
  • Thoroughly skip trace accounts to locate new numbers and addresses to contact clients.
  • Recommend payment options available to clients to prevent future late payments.

collections specialist

  • Initiate contact with clients and negotiate suitable payment plans to bring accounts back to current status.
  • Thoroughly skip trace accounts to locate assets, new numbers, employment and addresses to contact clients.
  • Keeping records of client interactions or transactions, recording details of inquiries, complaints or comments, as well as actions taken.
  • Ensure all collections are conducted in full compliance with workplace, local, state and federal requirements.
  • Making up to 100 calls a day to collect on past due accounts.

collections specialist

  • Handles query about their mortgage
  • Performs collection for 30 days or more mortgage account
  • Obtaining financial information from the borrower to determine possible workout options 
  • Accepts inbound calls and process collection payments from 5/3 Bank’s delinquent credit card cardholders, mortgage loansand process promise to pay notes for current & delinquent customers.

collections specialist

  • Contact customers to respond to inquiries or to notify them of that their account is past due.
  • Collecting payments for past due and overlimits accounts.
  • Providing the best service by helping them  thru payment plans and other options to keep them back on track.
  • Changing information like address, phone numbers and other personal data with their authority.
  • Recommend strategies for customers to meet their financial goals, such as borrowing money through loans or loan programs, declaring bankruptcy, making budget adjustments, or enrolling in debt management plans. 

collections specialist

  • Handled 500+ outbound and inbound calls daily with goal of collecting owed debt.
  • Processed payments and applied to customer balances.
  • Counseled debtors on payment options and arranged installment agreements.
  • Processed payments and contracts on accounts.

senior collections specialist

  • Proven ability to influence others and negotiable in order to meet desired strong financial and numerical literacy
  • Used probing techniques to determine debtors’ reasons for delinquency.
  • Discussed options with delinquent clients in terms of proposed solutions or foreclosure.
  • Negotiated bids with investors for notes and sales to market delinquent mortgage notes.

collections specialist

  • Achieved monthly goals of $[Amount] through effective use of [Type] and [Type] skills.
  • Maintained high volume of calls to meet demands of busy group.
  • Monitored accounts for compliance with established payment plans and flagged those in violation.
  • Managed post-petition payments for bankruptcy cases and worked with legal departments to determine appropriate proceedings.
  • Used skip tracing and other techniques to locate debtors.
  • Trained new team members on scripts, company services and performance strategies and provided mentoring.
  • Handled [Number] outbound and inbound calls daily with goal of collecting owed debt.

collections specialist

  • Arrange for debt repayment or  establish repayment schedule based on customers financial  situations.
  • Locate and monitor over due accounts using computers and automated systems.
  • Recovers debt from delinquent accounts through successful negotiation of payments from dealers with overdue transaction accounts
  • Proven to provide quality customer service

collections specialist /customer service representative

  • Resolved challenging situations with friendly but firm strategies
  • Recorded all information regarding financial status of customers
  • Processed payments and contracts on accounts
  • Handled [Number] outbound and inbound calls daily with goal of collecting owed debt
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options 

senior collections specialist

  • Handling Escalation calls related to Collection, Verifying payments.
  • Skip Tracing Resources, Strong knowledge of FDCPA, TCPA and FRC Legal Collection experience.
  • Effective Negotiator.
  • Confident and clear communication also creating a sense of urgency in making payments.
  • Evaluated accounts recommended appropriate action throughout the collection cycle.