Collection Agent Resume Sample
1234 Sample Street, Austin, Texas, USA
Collections Representative with over 5 years of Credit and Collections experience. Areas of expertise include conflict resolution, negotiation, credit risk assessment. Proven ability to handle difficult customer interactions with tact and diplomacy, meet collection department goals and objectives. Detailed oriented with strong problem-solving, professional communication, interpersonal and teamwork skills. Fluent in English and French.
-ACME Credit and Collections Inc, Austin, Texas, 2003 – 2009 Collections Representative
-Earned “Collections Rep of the Month” award 3 times in the last year, from a department of 85.
-Trained and mentored over 25 new collections reps to ensure they are comfortable and competent on their roles.
-Acted as a resource desk to assist reps in reviewing and evaluating customer accounts to determine applicable collection and treatment process.
-Elected Collections Team Captain to lead special projects and represent employee issues to management.
-Implemented new collections procedures to reduce overdue accounts by 3%.
-Prepared payment notices and explanatory letters, initiated treatment action such as service disconnects and restorals.
-Researched and located customers, negotiated payment arrangements, settlements, deposits and guarantees
-Achieved the lowest percentage of “uncollectable” ( accounts referred to Legal Department or other collection agencies).
-Documented and maintained accurate and pertinent information on customer accounts.
-Resolved conflict, investigated disputed amounts or discrepancies, calculated and issued associated adjustments.
-Worked with internal departments and outside agencies, banks, credit card companies, trustees, etc. regarding delinquent accounts, billing queries, disputes, service requests, etc
-Processed payments and/or deposits on treatable accounts and reconciles accounts, documents related to insolvency, bankruptcy, receivership, etc
-Investigated and resolved declined payments and returned checks, and performed credit checks.
-Participated in trials, settlement conferences, payment hearings, etc. related to the collection of accounts
-Compiled and presented collections related reports to management.
Certified Collections Representative.
-Credit and Collections News Weekly, Overcoming Limitations In Credit and Collections, 2008.
-North American Collections Representative Society. National Collections Agent Association.
PROFESSIONAL DEVELOPMENT AND EDUCATION
-Bachelors of Arts, Psychology, Idaho State University, 1998. Conflict Resolutions and Negotiations Certificate, Seattle Technical Institute, 1999.
-Food Bank, Fundraiser, 2003 – 2009. Cancer Society, Volunteer Trainer, 2001 – Present.
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