Customer Service Specialist
Resume:
EMPLOYMENT HISTORY
Processing Assistant, PEOPLES MORTGAGE COMPANY, Chandler, AZ JAN 2019 - MAR 2024
Collections Support Customer Service Specialist, Zwicker & Associates, Tempe, AZ FEB 2018 - OCT 2018
Chargeback Representative, Realtor.com, Scottsdale, AZ NOV 2015 - DEC 2018
Customer Service Representative, OneMain Financial, Tempe, AZ MAR 2015 - OCT 2015
Legal Collector, The Law Office of Mark A., Mesa, AZ DEC 2014 - FEB 2015
Collector, Flagship Credit Acceptance, Phoenix, AZ APR 2012 - NOV 2014
Collector, Cavalry Portfolio Services, Phoenix, AZ 2016 W Orangewood, Apt 105, Phoenix, US,
85021
*********@*****.***
KARIN HOLDEN
COLLECTIONS AND CUSTOMER SERVICE PROFESSIONAL
PROFESSIONAL SUMMARY
Detail-focused Collections and Customer Service Professional leveraging more than 16 years of experience in the industry to ensure superior customer service and compliance with FDCPA. Expert in using Microsoft Applications and Encompass to manage accounts and conduct thorough asset investigations, aiming to boost customer satisfaction and streamline collection processes. Oversaw employment verification and borrower file updates to aid loan officers Fostered customer satisfaction through clear communication and meticulous data management Employed Microsoft and Encompass tools for optimized document processing and team synergy Led outbound call center operations, discussing repayment options with debtors Accurately recorded and updated card member data
Surpassed weekly and monthly performance goals
Ensured compliance with Zwicker & Associates, P.C. policies and FDCPA Managed after-hours inbound calls and US Bank call assistance Innovated the process of chargeback preparations for key clients, improving operational efficiency. Collaborated with sales personnel in resolving account financial issues, enhancing customer satisfaction. Successfully handled administrative tasks, freeing up time for team members to focus on core responsibilities. Analyzed and selected best customer service solutions Accurately and punctually processed payoff statement quotes Assisted in loan maintenance requests
Ensured accurate data entry for processing telephone draft payments Co-collected slow pay accounts with Onemain branches nationwide Managed a robust portfolio of 1000+ accounts, driving collection efficiency Pioneered legal strategies for wage garnishments and bank liens Engaged with employers to expedite wage garnishments Partnered with attorneys to craft effective debt collection solutions Supervised 250+ collection accounts, ensuring accuracy Facilitated both outbound and inbound calls via auto-dialer Successfully recouped 1-30 day past-due auto loans Accountable for 250 collection accounts
Excelled in outbound dialing for 3rd party collections Achieved collection targets for clients like HSBC, Capital One, and Chase NOV 2011 - APR 2012
Collection Rep, Iqor/Allied Interstate Inc., Tempe, AZ NOV 2008 - JUN 2011
Post Judgment Collector, H&H Resolution LLC, Mesa, AZ EDUCATION
Certificate as Foreign Language Correspondent in English and German, TASI Language School, Trier High school diploma, Simon Salomon High School, Speicher LANGUAGES
English German
ADDITIONAL INFORMATION
Additional Information
My schooling was in Europe
SKILLS
Debt Recovery Regulatory Compliance
Customer Relations Payment Negotiation
Financial Analysis Empathy
Active Listening Negotiation
Customer Service Problem Solving
Persuasion Skills Conflict Management
Resilience
Facilitated outbound communication via auto dialer Executed successful debt collection for Resurgent Capital Service, LVNV Administered account collections for 50+ diverse clients Optimized post-judgment collections and asset investigation processes Collaborated in managing a portfolio of 20,000 accounts Innovated legal action preparations and enforcement procedures Demonstrated expertise in Accurint, Lexis Nexis, Microbilt, Oneclic, and TWN
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