Client Support & Collections Specialist Resume Title

SHANNON CARNEY

*** ***** ******** ***, *** *. Albert Lea, Minnesota, 56007 507-***-**** *******.******.**@*****.***

Compassionate and detail-oriented client support professional with 8+ years of experience in financial services, collections, service coordination, and client advocacy. Skilled in account resolution, documentation, compliance, customer relations, and managing sensitive situations with professionalism and empathy. Known for strong problem-solving, accurate recordkeeping, and delivering results in fast-paced environments. Seeking opportunities to contribute expertise in client support, financial services, and administrative operations.

EDUCATION

Bachelor of Science in Psychology, Minor in Addiction Studies Granite State College – University of New Hampshire

Degree obtained December 2020 cum laude honors 3.86 GPA

Distinguished member of University’s Honor Society, GPA: 3.8 - Multiple Dean’s List Honors

EXPERIENCE

Collections Specialist ACCENTRA CREDIT UNION Austin, Minnesota

DECEMBER 2025 – APRIL 2026

Conducted collection outreach and account resolution activities for delinquent member accounts

Utilized multiple financial systems to document account activity, process follow-up, and maintain compliance

Assisted members with payment arrangements and financial hardship conversations

Supported daily operations in a fast-paced financial services environment

Certified Professional Service Coordinator VOLUNTEERS OF AMERICA Rochester, Minnesota

FEBRUARY 2023 – DECEMBER 2025

Coordinated services and resources for senior residents, including healthcare, transportation, and financial assistance

Developed individualized support plans and maintained detailed documentation and case records

Organized community events, outreach initiatives, and resident engagement activities

Advocated for residents while collaborating with community partners and service providers

Collections/Escalations/Client Focus Team – 3 Promotions – Cumulative Tenure CITI BANK Meridian, Idaho

JUNE 2016 – DECEMBER 2020, JUNE 2021 – FEB 2024

GAP IN EMPLOYEMENT TO COMPLETE DEGREE DURING COVID-19

Progressed through multiple roles within collections and escalations based on performance, communication, and problem-solving abilities

Managed delinquent and high-risk accounts while maintaining compliance with banking regulations and internal policies

Resolved complex customer concerns involving payment arrangements, hardship situations, and escalated account issues

Conducted sensitive financial conversations with professionalism, empathy, and strong conflict-resolution skills

Maintained accurate account documentation, case notes, and follow-up activity across multiple systems

Collaborated with internal departments to support timely issue resolution and positive customer outcomes

Recognized for strong communication, adaptability, and the ability to perform effectively in fast-paced, high-volume environments

KEY SKILLS

Microsoft Office Suite

Fraud Identification & Mitigation

State & Federal Collections Practices

MS Office & Outlook

Multisystem Navigation

Time Management/Prioritization

Community Service/Non-Profit Exp.

Customer & Member Relations

HIPAA

Crisis Intervention

Senior Services

Disability Services Coordinator

Grant Writing & Fundraising

Event Coordination/Large event gatherings (end to end)

Service Coordination & Advocacy

Administrative Support

Community Based Rehab Specialist

Core Banking & Payment Platforms

Exceptional Communication

Fluent in English -

Conversion Experience

Call Center Experience

Documentation/Case Management/Detail Orientated

Slack/Google/Spark/Teams/Chat Experience

Account Resolution & Collections

AMEX, VISA, Mastercard – payment processing systems /conversions - personal/home/auto loan collections

Compliance & Confidentiality

Administrative Support

Escalations and Conflict Resolution

Multisystem Navigation

INB/OB Call intake/multiline phone

Cell Center – Work from Home Experience

Outreach/Relationship Building/Engagement

SPECIAL QUALIFICATIONS

Community Service & Veteran Support Volunteer

Provided 3600 hrs of NonProfit Supportive Services & Resource Coordination for Veterans and Military-Connected Individuals – Serving VetCorps – 2014 – PRESIDENTIAL COMMENDATION/Gold Award

Assisted veterans with accessing housing, healthcare, transportation, employment, and community-based resources

Conducted outreach and follow-up communication to ensure veterans remained connected to needed services and support systems

Helped individuals navigate benefit applications, referrals, and community programs

Maintained confidential documentation, case notes, and service records with professionalism and attention to detail

Supported crisis intervention and de-escalation efforts while working with vulnerable populations

Collaborated with community organizations, healthcare providers, and service agencies to coordinate care and support

Participated in community outreach events, veteran engagement initiatives, and volunteer service projects

Built strong relationships with veterans through empathy, advocacy, active listening, and trust-based communication

Reference's & Transcript's Available Upon Request SC:2026

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