Customer Service Collections Representative
Resume:
TUESDAY INGRAM
Indianapolis, IN
adwcm7@r.postjobfree.com
SPOC
Freedom Mortgage Corporation - Fishers, IN
January 2020 to Present
• Acts as single point of contact to assigned borrowers currently 45 days delinquent or greater, borrower is in a confirmed disaster area, or borrower requests loss mitigation options.
• Answer inbound calls and make outbound calls on assigned mortgage accounts that are 45 days or more delinquent.
• Work with borrower on repayment plans to get them back to a current status.
• Assist the borrower with loss mitigation options, how to apply, and status updates.
• Must be familiar with investor guidelines and available programs.
• Remain as the single point of contact until the borrower is current or approved for loss mitigation.
• Maintains confidentiality of customer’s non-public information.
• Provides written and verbal responses to customer inquiries as needed.
• Answers inbound/outbound calls involving customer service and collection issues Collection Rep
Acceptance - Carmel, IN
January 2016 to Present
Responsibilities:
Collection, focus on driving down delinquency on million dollar portfolios. Working with the EPD team creating strategies that helps the company grow. Created plans that help bring down delinquency in the EPD side. Holding customer accountable for contract, missed and late payments. Helped build a team of EPD collectors that are able to work together and are successful at getting payment and or payment plan POA moving forward.
Re educate the customer about our program. Make arrangements if need be to get the customer up to date
(last option). Skip tracing running with different tools TLO FB, accurint, pulling credit reports etc. Sending out Repo orders. Sending out field calls. Help the customer find new job if need be. Make constant out bound calls. Take in bound calls. Take payments via credit card and checking. Accomplishments:
I hit bonus every month for two years straight!
Collection Manager
Jdbyrider - Indianapolis, IN
February 2014 to January 2016
Responsibilities
Collection, focus on driving down delinquency on million dollar portfolios. Holding the customers accountable for payments being late. Re educate the customer about our program. Make arrangements if need be to get the customer up to date
(last option). Over see my team of Skip tracers. Who also used different tools TLO FB, accurint, pulling credit reports etc. Sending out WORK EXPERIENCE
Repo orders. Sending out field calls. Help the customer find new job if need be. Did second voice to help reps. Take manager calls. Lead manager meeting for my team. I did call evolution. Call huddles to review new materials or any changes within the company. Take payments via credit card and checking. Send out emails faxes follow up via email and fax. Accomplishments:
My team was top performers my 2 month on the job. They also bonus 8 months in a roll at the top of the company Skills Used:
I used my collection skills, customer service skills, skip tracing skills. Customer Service
Representative II
Team
WebMD - Indianapolis, IN
June 2013 to January 2014
Indianapolis, IN - June 2013 to January 2014
Responsibilities
Opens customer accounts by recording account information. Maintains customer records by updating account information. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Maintains financial accounts by processing customer adjustments. Recommends potential products or services to management by collecting customer information and analyzing customer needs.
Prepares product or service reports by collecting and analyzing customer information. Contributes to team effort by accomplishing related results as needed.
Created spread sheets, set up board room meeting, training classes etc Accomplishments:
I was promoted to team lead(it was a corporate ladder move). I also helped with the training of new hires. Skills Used:
I used my customer service skills to help the customers. I also used my computer skills to make the process faster so that the customer wouldn't be on the phone for long periods of time.
Collections Representative II
Defender Direct
November 2011 to February 2013
Responsibilities:
Collect payments on past due bills.
Create a list of people who have not made payments. Organize list according to severity of delinquency. Locate customers using credit bureau information, background checks, loan documents, and other paperwork or databases.
Call customers using telephone.
Utilize computer systems to handle skip tracing.
Inform clients of overdue accounts and amount currently owed. Attempt to collect payment.
Review terms of sale or loan documents.
Ensure all customer information is correct, including phone numbers and addresses. Listen to customer's story and determine if debt can be collected. Set up repayment plans and new terms of sale.
Offer advice or refer customers to debt counselors. Record new commitment to repay debt.
Accomplishment:
I was awarded Rookie of the month. My first month on the phone my supervisor stated that they haven't seen work like mine since they were managers. I bonus every month on this job. Skills Used:
I used my collections and customer service skills on this job. Collections Manager
Chase Bank - Indianapolis, IN
August 2005 to December 2009
Responsibilities:
Collect on pass due checking and saving account Take inbounds calls offsetting accounts Offer settlements up to 75% on current accounts. Report to check systems Updated phone numbers,
Letters, Mailing addresses sending out letters to customers Accomplishments:
I was awarded employee of the month 6 times at this job! Skills Used:
I used my collections skills and customer service skills at this position. Mortgage Collection
Aroura Loan Services -
Indianapolis, IN
Responsibilities:
Negotiate payment arrangements with customer to avoid mortgage delinquency, foreclosures and repossessions, Ensure to follow Fair Debt Collections
Practices Act (FDCPA)
Work in accordance with consumer privacy laws and company procedures Review, approve and post any collections payments submitted by check, Western Union and check by phone Provide excellent and outstanding services to debtors Prepare and send certified foreclosure and legal notices to appropriate parties Document and maintain all incoming and outgoing collection efforts in accordance with the established standards.
(Updated phone numbers,
Letters, Mailing addresses, etc.)
Determine debtorʼs financial ability to offer alternate payment programs and methods Accomplishments:
I was promoted to the specialist team.
Skills Used:
I used my collections and customer service skills for this position. High School Diploma
Christine Liberty Academy
EDUCATION
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