Versatile Customer Services/Collections professional with experience in probate collections, student loans, and credit cards. Utilizes strong communication skills to develop positive and productive customer relationships.
Technical Skills: Microsoft Outlook, Powerpoint, Excel, and Word. Familiar with TSYS, FACS MBNAIS, Sharepoint.
Customer Service Representative 08/2016-Present
Placers Employment Agency/ PJ Fitzpatrick New Castle, DE
~Initiate communication with customers, inquiring about their home improvement
~Access the home improvement needs of each client
~Coordinate appointments based on the sales schedule
Collections Representative 02/2016-06/2016
Arrowhead Advance Claymont, DE
~Verify the delinquency of an account
~Communicate with the borrower the default
~Coordinate plan that will remediate the account
~Secure payment plans
Fraud Analyst 08/2015-02/2016 Aerotek/Bank of America Newark, DE
~Authenticate caller to insure identity.
~Educate the caller on the possible fraudulent activity regarding their credit card.
~Investigate account to better understand the cardholders spending patterns.
~Assess the fraudulent activity and compare to cardholders expense habits.
~Cancel fraudulent cards and reissue new cards.
Collector 10/2014 - 08/2015
Phillips and Cohen Associates Wilmington, DE
~Contact customers that have a charged off credit account (Auto loan, credit card)
~Educate on the past due balance
~Formulate the best solution for the account
~Coordinate payment to resolve the account
Operations Specialist 04/2014- 09/2014
Aerotek/Bank of America Newark, DE
~Analyze the various areas where we can assist the bank in curbing their expenses, focusing primary attentions to incorrect addresses. ~Address Quality Review
~Verify correct addresses based on company skip tracing tools and other services
~Correct inappropriate addresses
Probate Specialist 04/2012-04/2014
Simm Associates Newark, DE
~Assist banks providing student loans in recovering defaulted student loans due to a breach of the promissory note
.~Search for estate information by accessing probate court documents.
~Discuss validity of account with attorneys, Executors of Estate, and Personal Representatives.
~Review promissory notes and supporting documents proving that loans are due.
~Negotiate proper payment arrangement to satisfy outstanding loans.
~Process payment transactions.
~Document accounts to reflect interaction with individuals associates with file.
Recovery Specialist 11/2010-04/2012
Sallie Mae Newark, DE
~Assist Sallie Mae and other banks in recovering the charged off loans.
~Managed portfolios of charged off student loans prior to them being outsourced to outside agencies.
~Offer alternative repayment options to assist borrowers with outstanding debt.
~Negotiate settlements and company programs necessary to remedy defaulted accounts.
Collections Representative 01/2009-11/2010
Barclay Bank DE Newark, DE
~Educate cardholders regarding the status of their defaulted accounts.
~Coordinate repayment strategies for both US/UK accounts.
Program Manager 09/2008-01/2009
Horizon House Wilmington, DE
~Develop rehabilitation plans that fit clients' aptitudes, education levels, physical abilities, and career goals
~Maintain close contact with clients during job training and placements to resolve problems and evaluate placement adequacy
~Analyze information from interviews, educational and medical records, consultation with other professionals, and diagnostic evaluations to assess clients' abilities, needs, and eligibility for services
~Arrange for on-site job coaching or assistive devices, such as specially equipped wheelchairs, to help clients adapt to work or school environments
~Making Decisions and Solving Problems
~Resolving Conflicts and Negotiating with Others
Repayment Advisor 06/2008-09/2008
HSBC Bank DE New Castle
~ Inform clients of their outstanding Refund Anticipation Loans.
~Coordinate transactions to cure delinquency.
Behavior Therapist 01/2005-06/2008
Advoserv Bear, DE
~ Mentor at-risk adolescents.
~ Enforce Behavior Management Program.
~ Teach proper activities of daily living
~ Assist in the management of the Adult Program
Business Administration/ Associates in Arts 07/2001
Roxbury Community College Roxbury, MA
Criminal Justice/ Associates in Science 07/2001
Roxbury Community College Roxbury, MA