Customer Service & Inbound Collections Specialist
Resume:
Dy-Niqua Coleman
Motivated customer service specialist with over 6 years call service experience
in a fast pace, team based environment. I am driven to exceed goals, while delivering positive high-quality customer care.
101 Springhaven dr Gurnee IL
60031 Apt 1B20
**************@*****.***
EXPERIENCE
Ceannate(FMS), Buffalo Grove IL- Default Resolution Specialist/ Customer Service Representative
September 2015- September 2021
● Locate (Skip trace) and contact student loan borrowers with repayment options potentially returning into good standing with the deptartment of education. Roughly 25-50 accounts per month success rate.
● Maintain (100-150) high call volume per day
● Meeting monthly goal requirements of borrowers returning all required documentation and payments per month. (Including different minimum reqirements per month)
● Taking and verifying pay methods and information.
● Providing a second voice for escalated or complaint calls, including when borrowers who needed more knowledge on programs best fit for their financial situation.
● Training and sitting side by side with new employees. Dovenmuehle Mortgage, Lake Zurich- Collections Councilor/ Trainer/ Customer Service Representative/Consolidation Representative February 2022- August 2024
● Maintain 175+ Outbound calls/Voicemails per day to generate payments, and bring as many accounts current as possible. All while still maintaining inbound calls during high call volume days.
● Counsel Consumers on on options for meeting their payment obligations, explain terms, and arrange repayment plans based on department procedures.
● Discuss financial status, review monthly income and expenses, and determine reson for non-payment.
● Skilled communicator with experience navigating high-pressure situations and de-escalating conflicts while maintaining professionalism and empathy.
● Demonstrate accurate knowledge and strict application of federal regulations and collection laws (Certified FDCPA)
● Utilize proper protocol, for borrowers, clients, state, federal regulations as well as best practices.
● Maintain and document mortgage collections system and data SKILLS
Active listening
Quick problem solving
Improving customer
experience
Time management
Interpersonal skills
AWARDS
Top performing team
Associate of the month
Gem Award
LANGUAGES
2 Years of spanish
baseswith all updates and communications in a timely manner.
● Process mortgage loan payments in accordance with established guidelines.
● Meeting or exceeing monthly goals.
● Successfully complete annual regulatory compliance training.
● Side by side training new employees.
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EDUCATION
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