Senior Collections Specialist/Team Lead

Cottrell McDonald

Glendale, AZ

Professional Summary

• A hardworking customer service, debt, and collections representative with 6+ years of experience working in inbound and outbound call center environment

• Utilized AutoDialer to managed and make 100+ calls per day dealing with customer complaints

• Implemented collection strategies to minimize delinquencies and set up rental payment plans to support customer.

• Maintained security and confidentially of company and customer information and follow legal requirements during debt collections to avoid legal issues.

• Periodically handled special assignments and projects assigned by the Director of Credit & Collections or the Credit Manager.

• Utilized an internal database to monitor and track payment statuses, aging reports, and collection activities

• Documented and reported to appropriate department personnel in a timely manner to assist in the reduction of fraud loss

• Can interview with a 48hr notice and can start right away Work Experience

Wilscot/ Mobile mini

Collections Specialist/Lead

7/23 to current

• Taking escalated collection calls and assisting customers when a supervisor has been requested.

• Reviewed ageing and completed assignments of collectors to ensure the assignments have been worked thoroughly.

• Reviewed, approved, and/or denied Repo Requests and bad debt write-off requests.

• Monitored delinquency rates and coaching collectors on ways to decrease their delinquency rates

• Periodically handled special assignments and projects assigned by the Director of Credit & Collections or the Credit Manager.

• Interviewed, hired, monitored, trained, coached, disciplined, evaluated, and terminated members of the collection staff as needed.

• Running performance reports and departmental reports as needed.

• Assisting customers when in call overflow (queue, repo’s, bad debt, auctions)

• Ensure that collectors take timely and appropriate collection action (skip tracing, sending demand letters, ordering repossession requests, sending accounts to outside collection agencies, ordering lockouts, etc.) against customers that are unable or unwilling to make and keep acceptable payment arrangements.

• Contact and correspond with delinquent customers via email.

• Assist collectors with difficult accounts and reconcile customer accounts as needed.

• Other duties as assigned. Regular attendance is required to fulfill the essential functions of the job. Past Due Accounts Finalization Manager

US Collections West – Peoria, AZ c-116

March 23 – June 2023

• Collected outstanding clients and achieve collection targets to ensure positive cash flow.

• Maintained debtor's book to ensure that the debt status is accurate and latest.

• Developed reports on aged debt accounts and days sales outstanding (DSO) reports.

• Monitored slow-moving accounts to identify delinquent debts.

• Took necessary action to recover the debts.

• Offered 24/7 services to customers in a prompt and accurate manner.

• Posted customers' checks and ensure timely credit transfers.

• Reviewed the collection queue to perform collection activities. Adhere to customer policies and procedures.

• Contacted debtors and implement repayment schedules and terms.

• Maintained security and confidentially of company and customer information and follow legal requirements during debt collections to avoid legal issues.

Collection/rental assistance agent

Progress Residential - Scottsdale, AZ

December 2021 - February 2023

• Answered and completed inbound/outbound collection calls (50-60+) to residents with accounts that are delinquent

• Forwarded calls and cases as needed to other departments

• Implemented collection strategies to minimize delinquencies and set up rental payment plans to support customer.

• Processed and respond to RD CT emails and reading cases

• Utilized an internal database to monitor and track payment statuses, aging reports, and collection activities

• Negotiated payment arrangements and settlement agreements with tenants to bring delinquent accounts current.

• Completed Partial Payment Agreements in Yardi

AG Adjustments

Commercial Debt Recovery Specialist

January 2018 - December 2021

• Processed bankruptcy filings correctly when received.

• Acted as a mediator in maintaining quality customer service and a positive company image by resolving customer account inquiries.

• Utilized AutoDialer to managed and make 100+ calls per day dealing with customer complaints

• Identified delinquent customer accounts through various means, e.g., skip-tracing, written correspondence, phone contact, and made arrangements for payment

• Lead all billing and reporting activities according to deadlines.

• Handled inbound and outbound collections calls and correspondence.

• Processed Payments

• Oversaw and update customer files to ensure data consistency.

• Complied with all Federal Fair Credit Reporting Act rules and regulations.

• Recorded all customer payments to the correct reports. Fraud Detection Specialist

PSCU - Phoenix, AZ

2016 - 2018

• Analyzed transaction patterns and respond quickly to high-risk situations -Identity changing fraud trends

• Documented and report to appropriate department personnel in a timely manner to assist in the reduction of fraud loss

• Verified account activity and take appropriate action to minimize potential fraud loss and customer convenience as well as control and manage calls

• Maintained daily and monthly performance standards, including those pertaining to quality and quantity Education

High school diploma WOODROW WILSON, HS Long Beach, CA High School Diploma

Long Beach City College - Long Beach, CA

Contact this candidate