Customer Service Accounts Receivable

THOMAS G. FLAVIN

**** ***** *****, *******, ** **017 443-***-**** *******@*****.***

PROFESSIONAL SUMMARY

- 20+ Years of Customer Service/Satisfaction in commercial, non profit, manufacturing fields

- 10+ Years of experience in resolving disputes with customers and within organization as relating to

receivable and risk management

- 10+ Years of experience in contract negotiation of goods/services

- 10+ Years of experience managing over 15 Employees, including mentoring, reviews and evaluations

- 15+ Years of Commercial & Non-Profit Credit/Collections/Accounts Receivable Experience

- 15+ Years of experience in managing the collection process of delinquent accounts

- 15+ Years of experience in creating collection strategies, policy and procedures

- 15+ Years of experience in establishing partnership with collection agencies and attorneys

- 15+ Years of experience in Account Analysis/Management Team Report Preparation

- 15+ Years of experience in working with Excel and Microsoft Word.

EXPERIENCE

CREATIVE FINANCIAL SERVICES

Collection Specialist Assignment – November 28, 2017 – January 5, 2018

DELINQUENT LOAN SPECIALIST September 5, 2017 – November 15, 2017

Madison Bank of Maryland Forest Hill, MD

Negotiated payment arrangements with borrowers who had delinquent loans.

Prepared reports to send to borrowers whose accounts were delinquent and forwarded irreconcilable accounts for collector action.

Handled borrower complaints and took appropriate actions to resolve.

Worked with borrowers to identify their financial goals and to find ways of reaching the goals.

Prepared an average of 50 quarterly watch reports for all loans recommending changes to risk ratings as needed.

Reviewed loan documentation to ensure complete and accurate according to established policies.

Annotated accounts from all calls so that transactional history was maintained.

Implemented a follow up system to ensure promises to pay were kept and accounts not neglected.

Participated in weekly management team meetings to discuss accounts that were 30 days past due.

Contacted an average of 50 borrowers, daily, whose accounts had become 15 days past due.

** Provided care for Daughter and In Laws while seeking employment. **

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THOMAS G. FLAVIN – Continued

CUSTOMER SERVICE/CREDIT & COLLECTION REPRESENTATIVE April, 2014 – March, 2017

Alban Tractor Company Baltimore, MD

Managed over 500 commercial/consumer customer accounts receivable files and records.

Assured accounts receivable percentages stayed in line with corporate goals of below 10%.

Released an average of 50 accounts off credit hold on a daily basis.

Researched payment discrepancies and applied all unallocated cash and credit card payments.

Completed monthly analysis on over 500 customer accounts to ensure outstanding balances were in compliance with payment terms.

Communicated (both orally and written) with over 500 customers of overdue accounts in a timely manner to ensure receipt of payment and resolution of issues.

Completed over 10 monthly reports for Senior Management review.

Coordinated with at least 20 branch/sales managers to accelerate collection process as needed.

Attained certification in CPR/First Aid for department /employer.

SENIOR COLLECTOR/COLLECTOR July, 2013 to January, 2014

Tower Federal Credit Union Laurel, MD

Managed 15 Collectors/Collection Specialists to assure the employees could explain products and services offered to Credit Union to Members.

Provided documented input to Department Manager in periodic review of Collectors/Collection Specialists work for performance evaluations.

Oversaw accounts and preparation of accounts to be placed with Credit Union collection agencies.

Handled payments received and acted as primary contact person regarding Credit Union relationship with agencies.

Made independent decisions regarding acceptance of settlements/payment arrangements on delinquent member accounts and provided debt repayment options based on members’ financial situations.

ACCOUNTS RECEIVABLE MANAGER December, 2003 – June, 2013

USCG Community Credit Union Glen Burnie, MD

(Merged into Tower Federal Credit Union)

Managed a staff of 15 branch employees while providing leadership in training/guidance and analytic support to new and existing employees.

Created, designed and implemented policies/procedures to assure Credit Union was in compliance with all State and Federal (OFAC/FINCEN) protocols along with Fair Debt Collection and Reporting Acts.

Represented Credit Union in court hearings against delinquent members, along with outside Collections Attorney to assure Credit Union interests were maintained.

Performed an average of 30 monthly risk assessments on all delinquent accounts (including mortgages), approved all charge offs and account escalation to outside collection attorney.

Contacted an average of 400 consumer/commercial accounts per month to resolve delinquent balances.

Increased recoveries by 25% between 2003 and 2013 by implementing new procedures.

Reduced bad debt related to bankruptcy filings by 25% between 2003 and 2013.

Negotiated a 10% reduction of fees for pulling credit reports with the Credit Bureaus.

Reported and resolved all discrepancy issues with Credit Bureaus utilizing e-oscar.

Negotiated a 15% reduction of fees for monthly office service/supply contracts.

EDUCATION

Bachelor of Science, Administrative Management University of Baltimore Baltimore, Maryland

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