Collections Team Lead Resume Samples

Description :

1. Responsible for maintaining contact with current and past customers who experienced payment issues.
2. Answered e-mail requests with regard to billing adjustments, credit card changes, and other general inquiries o Responsible for a team of 5 collection representatives, managing 2100 delinquent accounts on a monthly basis.
3. Maintained a 1.8% monthly write-off percentage based on the total number of subscribers billed.
4. Maintained a book of business of approximately 300 Mortgage Professionals, collecting at a 55% subscriber collection rate.
5. Developed and implemented collections policies and procedures for the Mortgage Account Management Team, while the JustListed Connect product was still in it's growth process.
6. Placed collection calls and emails to customers in an effort to diplomatically collect delinquent monthly subscriptions.
7. Answered agent inquiries with regard to billing issues.

Experience

2-5 Years

Level

Executive

Education

General Mess Operation

Description :

1. Adhered to all federal and state compliance guidelines relative to student loan collections.
2. Educated customers on the variety of options for default resolution and loan rehabilitation.
3. Selected and compiled relevant information and resources for student borrowers to support them in overcoming default.
4. Addressed customer service inquiries in a timely and accurate fashion.
5. Developed effective relationships with all call center departments through clear communication.
6. Properly directed inbound calls in phone queues to improve call flow.
7. Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.

Experience

7-10 Years

Level

Senior

Education

Multimedia Communications

Description :

1. Directed and assisted in the operational and technical functions of the department.
2. Motivated staff to obtain individual and unit objectives.
3. Responsible for training and growth of 14+ team members to ensure that they are meeting collection goals through proper application of collection .
4. Adhered to the CPA Laws Successfully hit and exceeded budget for monthly goals Resolved Account delinquency before arbitration or law suits Completed.
5. Performed audits and reviews Provided coaching and feedback to team members Established new department policies and procedures.
6. Responsible for training and growth of 14+ team members to ensure that they are meeting collection goals through proper application of collection.
7. Responsible for making sure collectors as well as myself hit budget every month Worked very close to team members to ensure high production.

Experience

2-5 Years

Level

Junior

Education

MBA

Description :

1. Responsible for assisting supervisor in various functions to include training less experienced collectors, monitoring and auditing for training issues and tracking performance.
2. Designated primary liaison with aetna, cigna, united healthcare, blue cross blue shield and humana corporate insurance companies.
3. Identified cost efficient web-based insurance carrier website portals to increase productivity and efficiency and to decrease days since origination (dso).
4. Coordinated and resolved insurance billing and payment issues between patients, insurance carriers and the ivf practice.
5. Investigated patient insurance benefits and financial obligations within the in vitro fertilization (ivf) therapeutic area.
6. Communicated directly with the patient regarding the outcome of the insurance investigation regarding their benefits and their financial responsibility, including establishment of promissory agreements, and advised on other financial options available for ivf treatment access.
7. Ensured provider contractual agreements were current and accurately reflected reimbursement payments for ivf procedures provided at the practice.

Experience

5-7 Years

Level

Executive

Education

Diploma

Description :

1. Monitored a team of 15 Collectors who collected on accounts 60 to 89 days past due.
2. Responsible for collecting on delinquent automobile accounts, past due fees, and ancillary products in a queue based collection environment.
3. Managed and runed daily dialer campaigns to insure proper call coverage.
4. Elevated supervisor calls/customer disputes using task tracking and internal follow-up; managing overall task tracking via Director review through task queuing.
5. Produced weekly/monthly management reports, to include but not limited to the following: payment activity, incoming and outgoing call volumes, collector quality control monitoring, and client delinquency stats.
6. Prepared repossession recommendations and followed up with repossession contractors.
7. Composed written documents, and was responsible for collateral analysis.

Experience

7-10 Years

Level

Management

Education

Associates

Description :

1. Managed, coached, evaluated, and disciplined a team of 20 people.
2. Reviewed customer calls, talk-offs, escalated calls, account documentation, and transaction documents to ensure quality/ procedural compliance.
3. Conducted weekly evaluations and delivery of advisor development plans to ensure continuous opportunities to improve individual and team performance.
4. Managed and monitored workflow of four collectors while providing support and direction dealing with difficult customer situations Collected on .
5. Maintained patient confidentiality according to hipaa and company standards.
6. Responsible for training and growth of 14+ team members to ensure that they are meeting collection goals through proper application of collection.
7. Worked on special projects when assigned.
   Composed written documents, and was responsible for collateral analysis.

Experience

2-5 Years

Level

Executive

Education

Masters Of Science

Description :

1. Ensured team members were meeting production goals.
2. Assessed team members to make sure they were complying with company standards and federal collection laws.
3. Created reports showing the progress of each team member and kept record using coaching log.
4. Collected on past due auto loans Resolved all collection issues and escalations Skipped trace via Nexus Lexus, Fast Data and other programs Trained .
5. Developed and produced an adjustable ranking tool for individual collectors to use on a daily basis to more effectively set daily and monthly goals.
6. Monitored calls and evaluated adherence to policies and FDCPA regulations.
7. Developed a team of collectors through individualized coaching and development plans.

Experience

5-7 Years

Level

Executive

Education

Associate's

Description :

1. Coordinated and monitored daily activities of a collection team. Trained new team members.
2. Responsible for performing account reviews , managing queues,setting up employee schedules for dialing strategies.
3. Responsible for taking escalation calls.
4. Coached team members on how to communicate efficiently to customers.
5. Teached team members different strategies to collect different delinquent stages.
6. Helped to embrace diversity in the work place.
7. Used Communication, presentation,time management , multi tasking, compassion, listening and organization skills.

Experience

2-5 Years

Level

Executive

Education

Diversity

Description :

1. Responsible for the negotiation of settlements and repayment plans.
2. Responsible for liquidating an assigned queue while assisting team with queue management and negotiating.
3. Rotated through a variety of portfolios for first party servicing and charged-off accounts.
4. Utilized skip-tracing to locate customers through company-hosted applications and documents from the original files.
5. Ensured all collection tactics adhered to federal and state regulatory requirements.
6. Exceeded published objectives established by the client.
7. Applied versatile communication skills to gain the customer trust and commitment.

Experience

5-7 Years

Level

Executive

Education

Bachelor Of Arts

Description :

1. Composed effective accounting reports summarizing accounts payable data.
2. Monitored payments due from clients and promptly contacted clients with past due payments.
3. Reconciled discrepancies between accounts receivable general ledger account and accounts receivable trial balance account.
4. Researched and resolved accounts payable discrepancies.
5. Entered numerical data into databases in a timely and accurate manner.
6. Obtained scanned records and uploaded them into the database.
7. Reviewed medical records for completeness and filed records in alphabetic and numeric order.

Experience

5-7 Years

Level

Executive

Education

BS