Manager Management

RICHARD CLEVELAND

*** ***** *** **, ********, NEW YORK 11221 (H) 718-***-**** (C) 917-***-**** *********@***.***

Accomplishments

Maintaining a good professional relationship with consumers and attorneys.

Exceed the delinquency objectives.

Exceed the receivables percentage.

Manage a collections team including motivating, training, performance management and setting monthly collection goals.

Establishes work flows for each team within supervisory scope.

Leading directly, and by example, to support and enhance the competitive culture of driving high performance, building an engaged workforce and treating all employees with courtesy and professional respect.

Work History

SUPERVISOR/ DEBT COLLECTOR

COHEN & SLAMOWITZ LLP WOODBURY, NY Aug 2000 - Mar 2014

•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.

•Follow-up on accounts to ensure payment commitments are met

•Demonstrate professionalism and courtesy when working with consumers and attorneys.

•Effectively work with consumers through sensitive and challenging financial situations.

•Adhere to quality standards and ensure proper and lawful interactions with consumers.

•Meet or exceed monthly production goals.

•Effectively utilize multiple skip tracing systems to acquire and document current consumer information (i.e. phone numbers, addresses, places of employment)

•Negotiate payments through a variety of different channels (i.e. credit card, check, ACH withdrawals, and wire transfers)

•Other duties as assigned by Management.

•Monitor receivables and collections and provide updates of receivables and provide appropriate reporting procedures

•Identify problem accounts and provide regular updates of receivables to management

•Negotiate payment programs with delinquent customers

SUPERVISOR/DEBT COLLECTOR

NATIONAL FINANCIAL SYSTEMS WESTBURY, NY Dec 1991 - Aug 2000

•Full responsibility for day-to-day collection sales support process utilizing software strategies and reporting tools. Measures collection performance and reports progress and improvement recommendations when needed. Actively participates in high-level collection issues such as bankruptcy credit committees, workouts, etc. and participates in customer visits as needed.

•Manage consumer problems (disputes, bankruptcies, fraud charges, short pays, etc.) on a timely basis and according to National Financial System policy.

•Maintain appropriate staffing levels for team and in compliance with company policies on flexible scheduling; maintain/update time and attendance information in automated software; approve paid time off in accordance with company policies.

•Participate in all required training for automation and telephone systems and other aspects of collections procedures.

•Identify violations of company policies and practices to keep manager advised of potential acts that may result in litigation against the company.

•Review and manage all accounts at the beginning of each collection cycle with team of collectors and establish productivity objectives and strategies.

Certifications: Fair Debt Collection Practices Act- 2014

Computer Software: MS word, Excel and Power point

Collection Software: Lexis Nexis, Accurint and Melissa data

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