Debt Collections, lead, supervisor, manager
Resume:
Y
Cynthia Young
**.*****@*****.***
Ludowici, GA 31316
PROFESSIONAL SUMMARY
Experienced debt collection and credit management professional with over 20 years of leadership and process improvement experience. Expert in navigating regulatory compliance, enhancing team productivity, and delivering exceptional customer service. Proven ability to drive revenue growth and resolve escalated customer issues efficiently. Eager to secure a position in credit, collections, environment to help any team achieve company goals. Works great alone or with others.
SKILLS
Debt recovery
Effective communication
Regulatory compliance
Team management
Payment negotiation
Collections strategies
Attention to detail
Dispute resolution
Customer account management
Client support
Teamwork and collaboration
Credit management
Debt recovery expertise
Customer relations
WORK HISTORY
Team Lead, US Debt Collections
Miami, FL
Grover Tech/ Jul 2022 to Current
Collaborated with the management team to implement new work procedures or policies.
Supported the manager in developing plans for future projects, initiatives, and objectives.
Identified opportunities for process improvements, implementing changes when required.
Handled all day-to-day activities and issues for the team as a manager, due to no manager on staff for the last year in business in the U.S.
Streamlined bankruptcy handling processes, improving customer resolution rates.
Resolved escalated customer complaints or queries promptly and efficiently.
Led without a direct manager, assuming full managerial responsibilities, and maintaining team performance.
Identified the needs of customers promptly and efficiently.
Ensured compliance with industry standards and regulations.
Handled a collection workload and provided support to junior staff.
Handled incoming emails from customers regarding payments, returns, and replacements of damaged devices; handled incoming and outgoing calls; set payments; and established payment plans.
Created and referred tickets to the correct engineering and payments teams for issues needing to be investigated and/or resolved.
I placed past-due accounts with collection agencies and handled disputes from the agencies.
Coordinated daily operations, ensuring team adherence to company policies and procedures.
Delegated daily tasks to team members to optimize group productivity.
Ensured compliance with legal and regulatory requirements in all team activities.
Created schedules and language for outgoing correspondence to customers, and created and monitored special mailings to past-due customers through Google.
Trained new staff in relevant processes and procedures.
Monitored team workload to prevent burnout, and ensured equitable task distribution.
Assigned projects and distributed tasks to team members as per area of expertise.
Collaborated with other departments to streamline processes and improve interdepartmental cooperation.
Promoted to a leadership position in recognition of a strong work ethic and collection knowledge, while providing exceptional customer support.
Collections Agent
Miami, FL
Grover Tech/ Jul 2022 to Jan 2024
Adhered to all applicable laws, regulations, and company policies.
Utilized skip tracing techniques, including phone calls, internet searches, and databases.
Liaised with management to identify issues attributing to account delinquency, and discuss solutions to bring in revenue.
Encouraged customers to pay due amounts on credit accounts, claims, or overdrawn checks.
Located and notified customers of delinquent accounts by email and telephone to solicit payment.
Processed payments through various methods, such as credit cards, and online banking.
Accepted and processed customer payments.
Provided customers with payment links to process payments on their own.
Negotiated payment plans, established a schedule, and ensured timely repayment of debt for delinquent account holders to facilitate debt resolution.
Maintained accurate records of all customer contact attempts and account updates in the database system.
Investigated historical data for each debt or bill to identify concerns and determine the optimal course to bring the account current.
Maintained accurate records of collection activities in the database system.
Identified opportunities for process improvement within the collections department.
Assisted customers in setting up recurring drafts.
Investigated customer disputes and complaints regarding billing errors and incorrect charges.
Followed FDCPA, FCRA, and TCPA regulatory guidelines when managing the collections process.
Financial Services Rep/Credit Dispute Manager
Lakeland, FL
Marriott Vacations Worldwide Corp/ Aug 2019 to Sep 2022
Reviewed, researched, and responded to all credit disputes via mail, fax, or email; removed or placed credit holds when needed; logged, and securely stored responses.
Created credit tapes for audit, after audited sent files to credit agencies, Equifax and Experian.
Worked on all electronic credit disputes through E-Oscar, and documented the account.
Worked directly with Experian and Equifax when necessary to resolve credit issues.
Handled escalated payment issues resulting in credit issues, and contacted consumers when necessary to discuss credit, payments, and loan issues, and take payments when necessary via check or credit card.
Created and updated Standard Operating Procedures.
Conducted research to answer questions and handle issues using multiple systems and resources.
Responded to consumer dispute letters with in FDCPA time line.
System knowledge of Sagent, Concord, Universe, Noble, RingCentral, SF1 System, E-Oscar, Equifax, and Experian.
Collections Representative
Lakeland, FL
Marriott Vacations Worldwide Corp/ Nov 2018 to Aug 2019
Handled incoming calls and made outgoing calls to negotiate payments and set payment plans.
Followed compliance with the FDCA, FCRA, and CFPB, and assisted customers with loan, payment, and maintenance fee questions.
Negotiated to collect the outstanding balance in full.
Advised debtors on payment options, and set up payment plans.
Documented customer financial status along with any essential pertinent information along with contact information.
Delivered exceptional customer service on collection calls, and maintained a calm and professional demeanor.
Managed over 50 to 60 calls per day.
Located and notified customers of delinquent accounts by mail and telephone to solicit payment.
Utilized collections software and databases for efficient account management.
Met the demands of a busy collections group by performing a high volume of daily incoming calls.
Financial Assistance Specialist/Debt Collector
Lakeland, FL
Lakeland Regional Health Medical Center/ May 2016 to Aug 2018
Negotiated and applied payment plans prior to the account being sent to collections, and received and reviewed financial assistance applications.
Processed and applied credit card, cash, check payments, and monthly payment follow-up.
Apply insurance to accounts for bill processing and billing.
Insurance verification and follow-up.
Review billed and unpaid items with patients.
Handled customer complaints with relative ease by conducting research, actively listening, and taking appropriate action.
Managed over 40 to 50 customer calls per day.
Processed documents and payments related to financial assistance applications.
Medical Collection Manager
Winter Haven, FL
Winter Haven Hospital, Baycare Health System/ Jan 2009 to Dec 2015
Daily management duties include hiring and terminating when needed.
Trained and mentored new employees on collection methods, documentation requirements, and performance strategies.
Restructured the self-pay collection department, letters, call schedules, and created a quality assurance team.
Supervised a staff of 10 collectors, 4 payment processors, and 4 insurance billers, and monitored phone calls and letters.
Established processes and procedures for the collection of past-due amounts.
Effectively handled Credit Bureau, Better Business Bureau complaints, and disputes.
Favorably increased revenue in collections by 10% in the first 90 days.
Filed and addressed employee complaints in accordance with company policies and government regulations.
Collaborated with a law firm, business office management, and set up auto and legal collection processes.
Collections Supervisor, Collector
Lakeland, FL
NCO Financial Systems, OSI Collection Services / Jun 1991 to Dec 2008
Provided leadership, direction, and motivation for 15 collection representatives, as well as yearly reviews.
Client liaison handled collection reports, concerns, issues, the client's daily requests, placement issues, special projects, and monthly reconciliations.
I interviewed and assisted with the selection of new hires.
Conducted all new hire and yearly training, and testing on FDCPA, FCRA, and HIPAA for compliance.
Set monthly, challenging, yet obtainable goals for the team.
Exceeded monthly team goals consecutively for over three years: in 2005, the goal was exceeded by 32%; in 2006, by 29%; and in 2007, by 40%.
Developed and updated business standard operating procedures.
Directed day-to-day collections functions in the office.
Trained new collections representatives on collections processes, and incentivized team members to achieve production goals.
Complied with fair debt practices, regulatory guidelines, and kept current with changing regulations.
Managed past-due collection calls, skip tracing, outside collections agency coordination, and litigation activities.
Used skip tracing and other techniques to locate debtors.
Achieved performance goals on a consistent basis.
Monitored accounts for compliance with established payment plans, and flagged non-compliances.
Identified needs and provided training to clarify the expectations of collections agents.
Prepared and delivered monthly performance reviews of 15 collection representatives to support the continuous improvement of the department.
Scheduled employees to provide full coverage of incoming and outgoing calls.
Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices.
Implemented collection strategies to reduce outstanding account balances.
Managed daily operations in collections department to ensure timely debt recovery.
EDUCATION
High School Diploma
Auburndale Sr High Jun 1979
Auburndale, FL
ACTIVITIES AND HONORS
Gardening
Hiking with my dogs
Coloring
Hanging out with friends and family
ACCOMPLISHMENTS
10,000 club, multiple times between 91-2008
Exceeded Collection Team goals for office
Earned Lead Role after a year
Became office manager within 6 months
REFERENCES
References available upon request.
Contact this candidate