Customer Service Collections Specialist

SARAH A. BALDWIN

**** ********** ********, ** *****

P: 480-***-**** Email: ***************@*****.***

Proven professional with more than 10+ years of Customer Service and Credit & Collections experience. A relied upon top-performer with the ability to communicate with customers to identify and resolve problems professionally. A believer in “One Call” resolution.

CAREER EXPERIENCE

One Main Financial – Aurora, CO Sep 2019 – Feb 2020

Loans and Collections Specialist

Assist customers with all financial servicing needs through both inbound and outbound contact. Listening to their specific situations,

Collaborate both in person and virtually, using available technology to connect with other internal teams

Manage the life cycle of the loan, including origination, distribution of funds, and collections activities, while complying with all laws and regulations.

Present financial solutions, based on customer needs, that meet their goals

Wells Fargo Auto – Chandler, AZ Apr 2018 – Nov 2018

Account Resolution Specialist 1

Works with Customers to help determine the reason for their account delinquency and evaluate the customer’s financial situation; negotiate for full payment or create terms for repayment using various tools such as deferments or due date changes.

Work with other departments to help place repossessions on hold, or close them out once payment arrangements have been established

Completes skip tracing to find phone numbers for customer contact or location of the collateral if needed.

Collected the most payments and generated the most direct debit payments in the Chandler Regional Hub and 2nd in all of the 4 Regional Hubs (Chandler, Irving, Raleigh, Minneapolis) for Wells Fargo Auto for September 2018.

Home Maker – Aurora, CO Aug 2012 – Nov 2017

Homemaker

Took time off to take care of mother.

Bellco Credit Union – Greenwood Village, CO Nov 2009 – Jul 2012

Customer Service and Collections Specialist

Managed portfolio of accounts that were negative and past due prior to charge off.

Contacted customers to determine the intent to pay and ability to resolve delinquency while maintaining good customer relations while attempting to negotiate solutions that were beneficial to the customer and company.

Sent various types of collection letters such as, “Right to cure, Strict Compliance and Demand” letters as necessary.

Closed credit and debit cards and checking and savings accounts.

Assisted the Bankruptcy Specialist in gathering necessary documents to file responses to petitions as needed. Specifically gathering info to help file the POC (Proof of Claim).

Telecheck (First Data Corp) – Englewood, CO May 2006 – Aug 2009

Collector

Collected on unpaid consumer debt or 3rd party merchant receivables in a call center environment.

Worked assigned queue daily and contacted the proper party either manually or via automatic dialing system.

Performed light skip tracing when needed using various tools such as Accurint to attempt to contact customer

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