Nickole Cotton
240-***-**** adtsz1@r.postjobfree.com Clinton, MD 20735
SUMMARY
Ambitious employee with an ability to successfully locate debtors and establish repayment arrangements to satisfy account terms. Highly skilled at meeting and exceeding departmental goals. Dedicated to utilizing exceptional communication skills with customers to resolve account inquiries.
SKILLS
Call center background
Persuasion strategies
Customer research
Proficiency in EXCEL
Payment acceptance
Familiar with locating individuals
Collections best practices
Investigation due diligence
Adjustment posting
Credit and collections
EXPERIENCE
Customer Service Associate, The Chronicle of Higher Ed, August 2021-November 2022 Washington, DC
Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Educated customers on special pricing opportunities and company offerings. Documented customer correspondence in CRM to track requests, problems and solutions. Met and exceeded productivity targets by handling every interaction with top-notch customer service.
Addressed inquiries, resolved customer issues and managed customer relations. AR/Collections Specialist, The Chronicle of Higher Ed, October 2012-October 2020 Washington, DC
Notified customers of delinquent accounts with attempt to collect outstanding amounts. Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
Received payment and posted to appropriate customer accounts. Met demands of busy collections group by performing high volume of daily calls. Collections Counselor, NAPUS Federal Credit Union, January 2010-January 2012 Alexandria, VA
Reviewed accounts to determine payment plan compliance. Marketed delinquent mortgage notes to potential investors and negotiated to receive highest bids.
Processed payments over phone and set up recurring drafts. Completed skip traces on customers failing respond to collection efforts. Recorded information about customers' financial status and collections status efforts. Arranged for debt repayment and established repayment schedule based on customer finances.
Loan Disburser, State Department Federal Credit Union, February 2006-February 2010 Alexandria, VA
Educated customers on variety of loan products and available credit options to promote valuable decision-making.
Performed daily maintenance of loan applicant database. Met with applicants to obtain information for loan applications and answer questions about processes.
Real Estate Closer/Loan Processor, Burke and Herbert Bank & Trust, April 2005-April 2006 Alexandria, VA
Oversaw complete real estate closing process and adhered to all related process guidelines, company standards and title requirements.
Coordinated transaction documentation by ordering title reports, completing forms and statements and gathering existing documents.
Prepared closing documents with care to eliminate errors or delays in processes. Prepared and delivered loan documents to title and escrow teams. Research Specialist, Navy Federal Credit Union, January 2001-January 2005 Vienna, VA
Assisted 13 processors to ensure loans were disbursed in a timely manner. Responsible for monthly exception reports.
Updated loan ques hourly to make sure no loans were held up in the pipeline. Corrected loan details before loans were disbursed. Answered questions from processors having difficulty processing loans. Provided assistance to other department with question about the loan process. EDUCATION AND TRAINING
High School Diploma
Surratsville High School, Clinton, MD June 1991