Customer Service Collections Team Member

SHERRY CASTLEBERRY

Phone: 813-***-**** Email: ****************@*****.***

Summary

High-energy customer service, collections professional expert with extensive experience providing support services within the auto financial industry. Innovative and forward thinker with superior communication, organizational, time management and interpersonal skills. I can excel in a fast-paced environment while facilitating efficient flow of business and customer satisfaction. Goal-directed problem solver who works well independently or as an enthusiastic team member.

Professional Experience

Chase Auto Finance, Tampa, FL. February 2007- August 2022 Senior Collector HBS

• Answer Inbound and dialer system calls to consistently, efficiently and lawfully contact customers to collect and manage delinquency.

• Professionally and respectfully persuade customers to set up payment arrangements.

• Update account information to ensure system is maintained accurately for contact

• Negotiate payment arrangements with customers up to 120+ or less delinquency.

• Use tact and discretion to advise customers of possible consequences of not meeting

their financial obligations.

• Assess severity of delinquency and make judgement based on the firm’s established

criteria.

• Use empathy with all customers and provide full transparency to gain trust and

understanding.

• Document accurately with details of conversation using our Document Tool.

• Selected by leadership to participate in Lean Management Operation System to create

Standard Work Instructions to improve consistent collection standards across all sites.

• Coach peers for better performance.

• Assist in training of New Hires in a pod environment once they graduate out of the

classroom environment.

• Use skip tools to locate leads on late stage delinquent accounts.

Accomplishments include:

o MakeADifferenceChaseAwardwinner(2018)

o AnnualCircleofExcellenceAwardsrecipient.

o Recognizedbymypeersandmanagementwith27kudosrecognitionawards. o Consistently100%compliantinbothPolicy/ProcedureandRegulatory

Compliance.

Technical Skills

MS Word and Excel (Basic to Moderate understanding) Teams

Outlook

Paymentech

Skip Tools LexisNexis, RDN, Innovis, CBR, 411.com

Contact this candidate