Intake Counselor Customer Service

Loel R. Lewis

**** *. ******* *** *******, IL ***19 312-***-**** *****************@*****.***

PROFESSIONAL EXPERIENCE

Harris and Harris, Chicago, IL 6/2017 – 2/2022

Collections Specialist

Used manual and automated dialing to contact delinquent account holders from across the country by telephone (averaging about 200 outbound calls a day)

Requested for payment of the outstanding balance in full or create alternative payment plans for the delinquent account holder, if they cannot pay the outstanding balance in full

Negotiated with customers to arrive at the best resolution for the client and the company by using compassion, empathy, and respect

Processed payments using check by phone, credit/debit cards, Western Union, or offer the customer the ability to mail in payments

Followed up with account holders on their established payment plans and recommend what further action should be taken for account holders who default on their payment plans

Toggled in and out of different client systems to locate customer accounts and document all collections activities

Dealt with each call center team member courteously and helped one another achieve your team’s goals by being a professional and using strong work ethics

Alltran Education Inc., Woodridge, IL 09/2015 – 6/2017

Collections Specialist

Collection calls for over 500 major university account delinquencies.

Collected on defaulted federal Perkins Loans.

Aided customers with consolidated loans through federal government program William D. Ford Loan Consolidation.

Ensured loans paid off by follow up with loan servicers.

Skip traced to find all borrowers.

Enova Financial, Chicago, Illinois 06/2012 – 08/2015

Collections Specialist

●Collection calls for Pay- Day Loan Customers and correspondence as required in a fast-paced oriented collections departments.

●Worked on auto dialer system Genesys 200 - 300 calls daily.

●Identified, initiated, and facilitated resolution of customer issues.

●Negotiated payment arrangements on past due accounts.

●Provided customer service regarding collection issues, processing customer payments, review account adjustments, resolve client disputes.

●Top Collector entire tenure with company.

Atradius Collections (Contract), Itasca, Illinois 01/2012 – 05/2012

Commercial Collections Specialist

●Processed collections on accounts and achieved a monthly goal of $250,000.

●Collection of International business accounts over the world.

●Held accountable for reducing delinquency of assigned accounts.

●Perform other assigned tasks and duties necessary to support the Accounts Receivables.

Cared for Ill Family Member, Pacific Garden Mission, Illinois Central School Bus, Chicago, IL 10/2009 – 01/2012

Male Intake Counselor Bus Driver

Leading Edge Recovery Solutions, Chicago, Illinois 01/2009 - 07/2009

Collection Specialist

●Collection of credit card, auto loans and mortgage debt.

●Called 200 – 300 accounts daily by auto dialer.

●Achieved and surpassed all production goals set by the department.

CTI Collections (Contract), Itasca, Illinois 05/2008 - 12/2008

Collection Specialist

●Worked as an Independent Contractor for client CTI Collections in Chicago.

●Set Up and organized new Commercial Accounts Department.

●Served as sole collector on a specific project.

●Collection calls and correspondence as required to clients.

●Applied skip-tracing and strong negotiation skills

CRST Trucking Cedar Rapids, IA 10/2007 – 5/2008

OTR Driver

Bonded Collection Corp Chicago, Illinois 11/2006 – 10/2007

Collection Specialist

●Collection of past due accounts for client Chase credit card.

●Responsible for manually calling 150 account per day.

●Responsible for monitoring and maintaining assigned accounts, small balance write- offs, processing ACH payments.

●Held accountable for reducing delinquency of assigned accounts.

●Perform other assigned tasks and duties necessary to support the Accounts Receivable Department.

Merchants Credit Guide Chicago, Illinois 09/2005 -08/2006

Collections Specialist/Team Leader

●Collected on portfolio for major clients as NCO, CFB and Asset Acceptance.

●Responsible for twelve employees as well as daily reports and maintaining own collection portfolio.

●Exceeded company goals monthly by being top ten collector monthly.

●Collection calls and correspondence as required in a fast paced oriented collections departments of up to 200 calls daily.

●Responsible for monitoring and maintaining assigned accounts in my own portfolio.

Eagle Credit Resources Tulsa, Oklahoma 06/2002 – 08/2005

Collections Specialist / Manager

●Worked as account rep on charged off credit cards, auto loans, student loans and mortgage debt.

●Achieved and exceeded company goals with average gross collected dollars of $70,000.

●Collection calls and correspondence as required.

●Performed skip-tracing as needed.

●Promoted to management after two years as top collections representative.

HSBC BANK formerly Metris Corporation Tulsa, Oklahoma 05/1998 – 05/2002

Collector III

Worked account in pre – charge off unit.

Accounts for Direct Merchants Bank Master Card.

Achieved high production and over exceeded company expectations.

Collection calls on automatic dialer campaigns.

Provided customer service regarding collection issues, processed customer payments, reviewed account adjustments and resolved all customer disputes.

EDUCATION

Purdue University West Lafayette, In Electrical Engineering

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