Customer Service Collections Specialist

Deneen Lewis

Collections Specialist

Phoenix, AZ 85031

602-***-**** *************@*****.***

Professional Summary

Client-focused Collections Professional with 15+ years of progressive experience in 1st, 2nd, and 3rd-party collections across automotive, mortgage, and credit card industries. Demonstrates exceptional customer service skills and ability to build strong rapport with clients while consistently achieving top performance rankings.

Skills

Collections Operations Customer Service Account Management Payment Plan Negotiation Settlement Negotiations Delinquency Management Team Leadership CRM Systems Data Entry Quality Assurance Compliance Management Risk Assessment Call Center Operations Problem Solving Relationship Building Skip Tracing Account Recovery Bankruptcy Processing Foreclosure Management Repossession Coordination Loan Modifications Credit Report Analysis Multi-tasking Conflict Resolution

Work Experience

SANTANDER CONSUMER USA Mesa, AZ

Loss Account Manager 10/2018 – 06/2025

Managed collections operations for delinquent auto loan accounts ranging from 60-150 days past due through charge-off status, working across multiple specialized departments to develop customized payment solutions and maintain positive customer relationships.

Achieved top 5 performance ranking company-wide among numerous collection specialists.

Earned monthly performance bonuses consistently for 4 years, missing only 1-2 months during tenure.

Received 2021 Summit Award for outstanding performance as top operations performer.

Maintained excellent Quality Assurance scores through adherence to call monitoring standards and quota achievement.

Generated numerous customer compliments and testimonials for empathetic approach.

Mentored and trained new employees while serving as go-to resource across all collection departments.

REGIONAL ACCEPTANCE Tempe, AZ

Senior Collector 06/2015 – 08/2018

Managed high-balance delinquent auto loan accounts from 30-150 days past due, specializing in repossession operations and advanced collection strategies while maintaining customer-first service approach.

Advanced from temporary employee to permanent collections role and subsequently promoted to high-balance accounts and repossessions department.

Earned monthly performance bonuses consistently throughout tenure.

Executed repossession assignments by tracking vehicle locations and coordinating with repo agents through RDN system updates.

Developed customized payment plans and extensions to help customers avoid repossession.

IQOR HOLDINGS Tempe, AZ

Collections Specialist 08/2014 – 01/2015

Managed collections operations for Conn's Plus accounts across first-party and third-party recovery departments, handling accounts from early delinquency through 220+ days past due focusing on account recovery and customer retention.

Processed collections by offering cure balances, extensions, repayment plans, and refinancing options.

Managed third-party collections for severely delinquent accounts through settlement negotiations and alternative payment arrangements.

Coordinated voluntary repossessions and processed death certificates as part of comprehensive account resolution services.

JP MORGAN CHASE Phoenix, AZ

Collections Specialist 06/2011 – 05/2014

Managed mortgage collections operations across multiple departments. Progressed through three specialized departments: Recovery/Charge-Off for foreclosed secured and unsecured properties, Loss Mitigation/Inactive Bankruptcy for 30-120 day delinquent accounts, and Home Equity/Credit Line Collections for 30-90 day delinquent second mortgages.

Processed loan modifications, short sales, payoff requests, and repayment plans to cure delinquent second mortgage accounts.

Managed inactive bankruptcy files and provided problem-solving resolutions including settlements and foreclosure assistance.

Executed account recovery services including deficiency collections and credit report analysis.

ARS RECOVERY SERVICES Phoenix, AZ

Senior Collector 03/2004 – 02/2008

Managed third-party collections for high-balance credit card accounts with major financial institutions including Citibank, Capital One, HSBC, and Dell, specializing in accounts 90-120 days past due with focus on settlements and payment plan negotiations.

Received numerous recognition plaques and awards for top collector performance.

Negotiated settlements and structured payment plans to cure high-balance delinquent accounts.

Recruited by manager from previous position due to exceptional collection performance and potential.

VAN RU CREDIT CORP Phoenix, AZ

Collector/Lead Representative 3/2001 – 2/2004

Collected first-party Capital One credit card accounts ranging from 30-120 days past due while transitioning from administrative role to collections specialist and advancing to leadership position.

Promoted to Lead Representative within 6 months of starting first collection’s role.

Assisted supervisor with weekly team meetings to motivate group of 6 employees and strategize to increase daily individual and group collection goals.

Transitioned successfully from secretarial background to become high-performing collections specialist.

Education

Robert Morris College, Chicago, IL (coursework only)

Technical Skills

AS400 Microsoft Office I-CAT MSP/WSP Innovis TLO RDN Repossession System Merlin Skip Tracing LexisNexis Google Search CRM Software Collection Management Systems Bankruptcy Management Systems Automated Dialing Systems Payment Processing Systems DoJo Learning Management System

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