Customer Service Collections Specialist

CLAUDIA TAX

**** **** **** ******, ***. *, Chicago, Illinois 60629 • 773-***-**** • *************@*****.*** SUMMARY

Versatile, results-oriented, persuasive and bilingual (Spanish) collections specialist and customer service professional with successful experience coordinating client/account services with profitable results. 15-year career in positions demanding excellent customer relations, negotiation, problem- solving, communication and account management skills.

! Skilled in establishing favorable outcomes to assure repeat business and strong client loyalty.

! Personable, articulate and patient; a good listener and effective client educator.

! Reputation for ensuring the highest levels of customer satisfaction, regardless of obstacles.

! Able to effectively assess needs, negotiate services and manage multiple competing priorities. EXPERIENCE

ALLTRAN EDUCATION, INC., Niles, Illinois 5/2017 to Present Customer Representative Specialist (1/2018-Present) Collector Specialist (5/2017-1/2018)

Provide a high level of service to student accounts in severe delinquency, promoting the U.S. Dept. of Education’s debt recovery and rehabilitation program for defaulted students loans. Responsible for resolving delinquent accounts to meet goals for bad debt reduction while developing outcome-focused customer relationships and maintaining compliance with FDCPA regulations.

• Maintain a strict regimen of 300-400 daily calls, establish payment plans, terms and agreements, and resolve discrepancies as needed.

• Educate clients in program features, benefits, terms and processes; extend offers for program enrollment, record client commitments and verify payments are made as agreed.

• Monitor accounts and post entries concerning all collection activities; calculate amounts due and distribute client email regarding program status and updates.

• Manage customer inquiries and complaints, provide updates and research accounts to ensure accuracy of balances and collection activities.

• Maintain strict confidentiality of highly sensitive account information, such as client income levels and expenses.

Highlights:

Currently maintaining a 100% customer satisfaction rating.

Recognized for achieving 80% growth in collections revenue. CONTINENTAL CREDIT CORP., Chicago, Illinois 9/2005 to 1/2016 Debt Collector

Contacted a large volume of past-due accounts, presenting and negotiating various options (payment plans) with customers to bring loans to appropriate levels in alignment with business requirements.

• Negotiated and scheduled payment plans to reduce past-due debts while analyzing customer situations and determining when settlements or legal action were appropriate.

• Monitored accounts and posted entries concerning all collection activities; calculated amounts due and distributed client itemized statements.

• Solicited debtor payments, negotiated payment terms, prepared payment agreements, recorded customer commitments, documented collection activities and referred cases to credit bureaus.

• Advised customers in writing and verbally regarding contract responsibilities, carefully handling difficult customers and independently resolving conflicts. EDUCATION

ITT TECHNICAL INSTITUTE, Oak Brook, Illinois

Associate of Applied Science in Networking Systems Administration, 7/2015 Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook, Project & Visio), Windows

(98/NT/2000/XP/XP-Pro/Vista/7), Server Terminal, LAN/WAN/VPN and other systems.

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