Collections & Operations Leader, 20+ Years Experience

FRANKLIN LAW

Kansas City, MO ***** • 816-***-**** • *********@*****.***

Collections & Operations Leader 20+ Years in Credit, Collections, Compliance & Team Management

Highly organized and dependable leader with extensive experience in first- and third-party collections, credit operations, agent training, portfolio management, and regulatory compliance (FDCPA/CFPB). Proven ability to improve recovery rates, develop teams, build processes, and optimize performance across diverse portfolios.

PROFESSIONAL EXPERIENCE

Collector — Berman & Rabin, P.A. (Overland Park, KS) October 15, 2025 – Present

• Handle inbound and outbound calls to negotiate and resolve outstanding account balances.

• Follow all FDCPA, CFPB, and state-level compliance requirements in a legal collections environment.

• Work closely with attorneys and support staff to process accounts efficiently and accurately.

• Adapt negotiation strategies based on account status, consumer circumstances, and legal workflow. Collections Manager — Mainspring Companies, LLC (Overland Park, KS) September 2023 – July 31, 2025

• Managed a team of collections agents, ensuring full compliance with company policies and regulatory requirements.

• Designed and delivered training programs focused on communication, negotiation, and FDCPA/CFPB compliance.

• Rebuilt the agent bonus system using a factor-based model aligned with company growth.

• Tracked KPIs and coached agents to improve recovery rates and customer engagement.

• Partnered with compliance and legal to maintain adherence to regulations.

• Led process improvements to increase workflow efficiency. Operations Director — Radius Global Solutions (Lenexa, KS) September 2020 – August 2023

• Managed 3 managers and 30 agents across 7 diverse portfolios totaling over $1 billion in inventory.

• Improved operational efficiency, recovery rates, and compliance adherence.

• Implemented productivity optimization initiatives and enhanced workflow consistency. Unit Manager — Integrity Financial Partners Inc (Leawood, KS) June 2010 – September 2020

• Managed inbound/outbound calls across multiple delinquency stages.

• Consistently exceeded monthly collection and QA goals.

• Maintained strict compliance with FDCPA/CFPB regulations. Owner/Operator — Franklin Law Financial Services (Kansas City, MO) March 2009 – June 2010

• Built and operated a credit-repair and financial consulting service.

• Developed marketing strategies and expanded brand presence.

• Evaluated client credit situations and created improvement plans. Unit Manager — Mid America Credit Bureau (Overland Park, KS) April 2008 – February 2009

• Assigned quotas, supervised performance, handled scheduling and payroll.

• Interviewed, hired, and trained new collectors.

• Developed unit strategies to meet client expectations. Collections Associate — Encore RMI (Lenexa, KS) February 2003 – March 2008

• Collected delinquent accounts and assisted team members with escalations.

• Supported managers and trained new hires.

• Surpassed company and client recovery goals.

EDUCATION

Business Management — State Fair Community College, Sedalia, MO (2009–2010) Metropolitan Advanced Technical High School — Kansas City, MO (1994–1998) SKILLS

Collections Management • Portfolio Oversight • FDCPA/CFPB Compliance • Negotiation • Customer Service • Training & Coaching • Process Improvement • Accounts Receivable • Account Reconciliation

• Credit Analysis • Microsoft Office • Phone Etiquette • Typing 50+ WPM • 10-Key • Organizational Strength

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