Customer Service Call Center Loan Specialist Collections

Amber Flowers

Cedar Hill, TX *****

***************@*****.*** - 214-***-**** 469-***-****

Authorized to work in the US for any employer

WORK EXPERIENCE

Risk Coordinator

Capital One - Plano, TX - October 2015 to Present

Inbound and Outbound calls. Collections for auto. Take payments on past due loans..file repossession on

vehicles without payments. Report to credit Bureau.Responsible for negotiating payment arrangements on

outstanding debt.

Preserve/enhance our client’s reputation and profitability by maintaining our high customer service and

empathetic focus to our collection approach

Follow established policies, procedures, and training guidelines.

Meet collection goals and productivity standards

Conduct fact-finding conversations with individuals to collect according to standardized procedures

Establish payment arrangements with a sense of urgency and set deadlines

Serve as an active member of the team contributing to a positive work environment

Preserve confidentiality and security of sensitive information

Assist in special projects as requested

Customer Service Representative

One Exchange - Richardson, TX - August 2015 to October 2015

Medical Recovery Team. Inbound calls from VA patients. Issue insurance for medical and file claims.Develops

and prepares employer funding reports, including the verification of the data presented

Prepare custom analysis of allocations and claim paid from historical records in a format that meets the

stakeholders understanding gaining a consensus from multiple stakeholders.

Report project and process status to account managers and clients for project tracking as requested.

Receive final approval on all reports and content from key internal and external stakeholders.

Coordinate consistency in the custom report requests coming from account managers and clients

Provide training on the presentation of reports and assist in the presentation of approved reports.

Subrogation Specialist

Allstate - Irving, TX - April 2015 to August 2015

Responsibilities

Medical recovery team. Process Med Pay, PIP, UMBI claims and document each file accordingly. Send files

to CCS when needed.Makes and maintains a connection with the customer by understanding and meeting

their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met

Admin Support*

Performs clerical duties, including data entry, filing paper documents, email, calendar management, and word

Processing Handles claim files (locates/requests files, files paperwork, reconstructs missing files, moves misfiled

documents, sends to other offices, etc.)

Retrieves, prints and faxes, or mails supporting documentation to vendors or others as directed

Provides back-up for any support functions in the office

Claims Support*

May investigate prior losses and other information on file and orders reports as needed at the direction of

adjusters and management

Receives, screens and routes incoming telephone calls and other electronic correspondence

Contacts or receives contact from customers or other claim related third parties to obtain and/or provide

necessary file information to comply with quality and process standards

Generates and sends appropriate forms to insured/claimant for completion

Processes claims payments

Completes all necessary forms, logs documents into the system, and routes them to the appropriate parties

Participates in or assists in training new or less experienced employees and demonstrating work processes

Assists adjusters with more complex claim handling, analyze documentation and settle basic, straight-forward,

and routine claims quickly and efficiently

Skills Used

Multitasking, dual screens, outbound calls

ILR Claims Associate

Randstad - Irving, TX - January 2015 to March 2015

Responsibilities

Take accident reports from insured, and claimants

Communicating with customers and associates over the telephone, mobile app, click-to-chat, and internet

reporting * Gathering and documenting loss information * Working in a collaborative team environment to

handle a large volume of claims and telephone calls * Using State Farm claims systems and other technologies

to perform job duties

Skills Used

Communication, listening, demonstrate, and follow up

Sales Representatives

Convergys - Longview, TX - September 2014 to December 2014

Responsibilities

Providing customer service regarding collections issues, process customer refund, review billing accounts,

resolve clients discrepancies and short payments. Responsible for monitoring and maintaining assigned

accounts, accounts adjustments, small balance write off, customer credit memos, and overdue accounts.

Resolving issues for customers that have relating problems with devices that have purchased, troubleshoot

when needed for customers having issues with their devices.

Effectively managed portfolio and completed assignments in a timely manner.

Level 1 Agent

IQor - Richardson, TX - March 2014 to August 2014

Responsibilities

Technical Support for Samsung devices. Troubleshoot, replace devices. Warranty, and remote access devices

when needed.

Skills Used

Communication, active listening, troubleshooting

Customer Service Representative

Bed Bath And Beyond - Dallas, TX - July 2013 to March 2014

Responsibilities

Accomplishes customer service human resource objectives, training, assigning, scheduling, coaching, and

disciplining employees, communicating job expectations, planning, monitoring, reviewing compensation

actions, enforcing policies and procedures.

Accomplishments

Evaluating and re-designing processes, analyzing results; implementing changes.

Skills Used

Resolving problems, disseminating advisories, warnings, and new techniques, completing related results as

needed.

Collections/Technical Support

CMI Group - Carrollton, TX - January 2012 to April 2013

Responsibilities

Responsible for reaching out to customers to collect payment for overdue bills, loans, or other payments. Acts

as the liaison between creditors and customers and manages overdue accounts.

Must communicate and follow up effectively with sales departments regarding customer accounts on a timely

basis; establish working relationships with dealers and sales.

Accomplishments

Provided customer service regarding collections issues, process customer refunds, process and review

account adjustments, resolve client discrepancies and short payments. Monitoring and maintaining assigned

accounts- customer calls, account adjustments, small balance write off, customer reconciliations and

processing credit memos.

Skills Used

Resolved issues for customers that have related problems with products that have purchased; troubleshooting

products for customers.

Customer Service Specialist

Dallas ISD - Dallas, TX - March 2011 to December 2011

Responsibilities

Process customer applications, via inbound calls; keep proper documentations of contacts and financial

arrangements.

Accomplishments

Process improvement, communicate with customers through a variety of means by telephone, by e-mail, fax,

regular mail; or in person, handle general questions and complaints; process customer applications.

Skills Used

Communication, decision making, managing processes, staffing, planning, analyzing information, developing

standards, help desk experience

EDUCATION

High School Diploma in General Education

West Mesquite High School - Mesquite, TX

2006 to 2010

SKILLS

Multitasking, dual screens, outbound calls Multitasking, dual screens, outbound calls Coaching•

Powerpoint Presentation• Management• Microsoft Word• Microsoft Powerpoint• Microsoft Excel• Microsoft

Office• Technical Support (5 years), Data Entry• Typing• Cash Handling• Microsoft Word• Computers•

Communication• Microsoft Powerpoint• Microsoft Excel• Microsoft Office• Customer Service (5 years)

ADDITIONAL INFORMATION

To obtain a position within your company, ensuring the company maintains excellence in customer service

feedback and response level. I am eager to apply my skills by utilizing the knowledge I have currently obtained,

while gaining more experience in m

4+years of varied experience with the most practice in customer service, and collections. Demonstrated

achiever with exceptional knowledge of Microsoft Office applications. Easily adaptable to new environments,

extremely fast learner, interested in new learning experiences, and capable of effective time management.

Type 45 wpm.

Proficient in queue management.

Contact this candidate