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Personable and dedicated Customer Service Representative with extensive experience in various industries. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.

  • Exceptional customer service
  • MS Office proficient
  • International funds transfer process expertise
  • Sales expertise
  • Friendly
  • Approachable
  • Flexible
  • Strong sense of banking ethics
  • Debt and credit management
  • Reliable
  • Excellent communication skills
  • Energetic
  • Strong work ethic
  • Organized
  • Team player
  • Field and process up to 70 calls or more per day.
  • Winner of the Wells Fargo Top Banker Award in 2017.
  • Provide retention techniques to retain customer commitment.
03/2019 - Current Customer Service Associate AAFES-FT Lee Main Exchange | Fort Lee, VA
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service
  • Maintained revenue streams by exhausting every option before offering refunds
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints
  • Contributed to business growth by confirming customer satisfaction with service and quality
  • Achieved high customer satisfaction scores by de-escalating complaints quickly
05/2018 - 02/2019 Rural Mail Carrier U.S. Postal Service | Petersburg, VA
  • Sold stamps and money orders to mail customers along daily route
  • Routed all classes of mail in sequence of delivery along established route
  • Delivered mail along prescribed route and retrieved additional mail from relay boxes
  • Obtained receipts for registered and certain insured mail
  • Observed road rules, weather and road conditions and other factors to maintain safe driving record
  • Separated mail to be transported to relay boxes along route for subsequent delivery
  • Assisted customers in receiving oversized parcels by carrying items inside
  • Handled undeliverable mail in accordance with established procedures
  • Cleaned and checked over vehicle after completion of all daily deliveries
05/2016 - 10/2017 Phone Banker 1 Wells Fargo | Glen Allen, VA
  • Promoted a diverse array of financial products by continuously acquiring new industry knowledge
  • Created strategic financial solutions to suit client needs and promote branch services
  • Expanded client base through consistent product promotion and sales strategy
  • Networked to build client base and promote products to new and existing clients
  • Established connections with new clients through proactive follow-up strategies
  • Entered member transaction data into the online banking software
  • Researched and resolved customer issues on personal savings, checking and lines of credit accounts
  • Opened new customer accounts, including checking, savings and lines of credit
  • Examined checks for identification and endorsement
  • Processed sales referrals and promoted bank services and products, resulting in branch sales increase
07/2011 - 02/2016 Collections Specialist Portfolio Recovery Associates | Hampton, VA
  • Offer payment solutions based on debtors current financial status
  • Use of an automatic dialing system to confer with debtors
  • Post payments to debtors accounts
07/2009 - 06/2011 General Laborer/Machine Operator Moen | New Bern, NC
  • Improved project completion time, multi-tasking on heavy equipment, including forklift's
  • Supplied tools and equipment to workers
  • Built valves that were used to assemble faucets a machine operator
  • Worked various positions on the line to ensure proper packaging and timely product delivery
10/2004 - 07/2009 CSR/Call Center Supervisor Pearson's Government Solutions/ Vangent | Chester, VA
  • Answered member questions about services offered by Medicare/Medicaid
  • Enrolled members in Part D prescription drug coverage by inserting member formulary
Expected in 2021 Bachelor of Science: Finance with a minor in Business Intelligence Capella University | | Minneapolis, MN, United States Starting continuing courses at this facility starting June 2017.
Bachelor of Arts: Business Administration Harrison College | Grove City, OH Coursework in Marketing and Accounting
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Committed and motivated A/R Medicaid Collections Specialist with exceptional organizational and decision making skills. Strong work ethic, professional demeanor and great sense of humor.  
Care Advantage, Inc Richmond, VA A/R Medicaid Collections Specialist 01/2014 to Current
  • Responsible for applying cash receipts to Medicaid/MMP accounts for offices assigned.
  • Researching and resolving Medicaid/MMP denials and accounts with outstanding balances.
  • Communicate with coworkers to settle claim issues to ensure timely payments.
  • Prepare monthly patient pay invoices for all Medicaid patients
Billing and Payroll Coordinator 07/2009 to 12/2013
  • Performed weekly billing and payroll for assigned offices.
  • Processed incoming Wage Garnishments and Child Support Orders.
  • Responsible for applying cash receipts to Medicaid accounts for offices assigned.
  • Researching and resolving Medicaid denials and accounts with outstanding balances.
Receptionist 12/2008 to 07/2009
  • Answered, screened and directed inbound phone calls.
  • Matched time slips to invoices to ensure accurate client billing.
  • Maintained file organization.
Holiday Inn Select Koger Conference Center Richmond, VA Assistant Reservations Manager 02/2005 to 12/2008
  • Make reservations over the telephone and in person.
  • Handle & coordinate room assignments and pre-arrivals.
  • Helped group sales coordinator maintain rooming lists.
Front Desk Associate 02/2000 to 02/2005
  • Answered telephones, received/provided information, directed calls, and received messages.
  • Perform checking in activities and provide guests with information on hotel's services and policies.
  • Assist guests during check out by providing them with bills and explaining billing items accurately.
John Tyler Community College, Midlothian, VA
General Studies
August 1992 - May 1994
Coastal Carolina University, Conway, SC
August 1994 - May 1995
This resume is created in 7 minutes.
High-performing and strategic-thinking financial services professional with more than 15 years' experience. Highly skilled at relationship building with clients across organizations and teams. Successful at advising multi-billion dollar corporations, small businesses, and individual clients. Areas of expertise include asset allocation, Accounts receivable/payable and risk management.
  • Proficient in Miscrosoft Office Suite
  • Lotus notes/SAP/ SQL
  • Systoc/Riskpro/Great Plaines/JD Edwards/AS400
  • Accurint/TSYS/Oracle/ iSigma/
  • ECI Specialties
  • Superb Finance Account Management Skills
  • Managerial/Project Management Skills
  • Extensive Accounts Payable/Receiveable Knowledge
  • Excellent Customer Service Skills
  • Credit and Collections
  • Superior Organizational Leadership Skills
  • Conflicts and Negotiations
  • Business Policies and Strategies
  • Financial Statements and Expense reports 
MBA: Finance 2019 University of Bridgeport GPA 3.38
Bachelor of Science: Business Administration 2016 University of Bridgeport
Certificate: Human Resources 2016 University of Bridgeport
Professional Diploma: Computerized Accounting 1996 Butler Business School Top 10% of class
  • Consistently highly rated by superiors.
  • Secured new accounts, resulting in a 5% increase in revenue.
  • Improved accounts receivable process by 35%
Crius Energy Norwalk, CT Credit Coordinator 10/2016 to Current
  • Researched financial guidelines and statutory requirements to stay updated on new laws and applications.
  • Reduced time and costs and increased efficiency by 35% by introducing new accounting procedures.
  • Improved departmental processes in order to secure prompt and regular receipts for the organization.
  • Balanced batch summary reports for immediate verification and approval.
  • Directed and educates junior team members on auditing techniques and software.
  • Managed accounting operations, accounting close, account reporting and reconciliations.
AutoZone Corporation Stratford, CT Parts and Sales Manager 12/2012 to 08/2014
  • Assisted customers and delegate employee projects/tasks.
  • Developed, produced and enhanced risk reports for all business units.
  • Managed Staff Schedules-Employee hours/lunches and new employee training.
  • Streamlined the sales process resulting in a 5% increase in sales.
  • Audited Returns/registers/safe, Inventory control, and special projects with a 100% auditing rating.
  • Communicated regularly with management regarding store performance and transaction quality.
Unimin Corporation New Canaan, CT Credit and Collections Specialist 10/2011 to 02/2016
  • Performed debit, credit and total accounts on computer spreadsheets/databases, using specialized accounting software.
  • Coded the general ledger and processed vendor invoice payments.
  • Reduced closing time for monthly and quarterly close by 20% by implementing new consolidation procedures.
  • Assisted senior-level credit officers with complex credit issues.
  • Processed over 100 daily transactions with 100% accuracy.
  • Streamlined spending analysis to a more accurate, efficient and automated process.
  • Partnered with business development to identify major account opportunities.
  • Executed accounts receivable reporting enhancements and reconciliation procedures
  • Assisted senior management with the production of the monthly financials, management reports, and board packages.
  • Prepared monthly and annual expense forecasts, including any necessary recommended action required to manage costs to achieve budget.
RBS Citizens Bank Bridgeport, CT Senior Collections Specialist/Charge-off 12/2007 to 11/2010
  • Analyzed Consumer/Commercial delinquent account status and initiated collection activity by researching/contacting each customer.
  • Analyzed and prepared correspondence/reports on accounts 120-210 days past due. 
  • Provided customers with payoff information and negotiated settlements.
  • Analyzed credit reports and located customers via Metronet, Accurint, etc.
  • Verified details of transactions, including funds received and total account balances.
  • Maintained customer accounts, credits, collect on past due accounts and follow up on disputes. 
RBS Citizens Bank Bridgeport, CT Collections Specialist 06/2007 to 12/2007
  • Received incoming telephone calls and gave professional customer service help to customers about questions on delinquent accounts for all lines of insurance.
  • Reduced the company's delinquent accounts status by 20%.
  • Created and implemented core collection procedures, resulting in increased probability of success of collection agents.
  • Reviewed accounts, decided cancellation status and processed in keeping with departmental procedures.
  • Prepared delinquent account reports for management.
This resume is created in 7 minutes.
To obtain a position that will allow me to utilize my unprecedented customer service skills and abilities for my growth and the advancement of the company's goals.
  • Medical terminology expert
  • Records management professional
  • Familiar with commercial and private insurance carriers
  • Composed and professional demeanor
  • Adept multi-tasker
  •  40 WPM typing speed
  • Office support (phones, faxing, filing)
  • Excellent verbal communication
  • Records maintenance professional
  • Customer-focused
  • Adherence to high customer service standards
  • Customer Relationship Management Software (CRM)
Work History
Collections Specialist 08/2016 to Current
PayPal Credit Lutherville-Timonium, Maryland
  • Answered an average of 50 calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Identified chronic customer issues by creating and maintaining customer complaint log.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Effectively managed a high-volume of inbound and outbound customer calls.
Front Office Manager 10/2015 to 08/2016
Homewood Suites by Hilton Linthicum, MD
  • Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within hotel policy while acting as manager on duty.
  • Ensures all employees are properly trained, knowledgeable and provided excellent guest service.
  • Managed scheduling and payroll for department ensuring that the department operates according to budget.
  • Investigated and resolved guest inquiries and complaints in an empathetic manner.
Guest Service Agent 10/2013 to 10/2015
Hilton Worldwide Baltimore, MD
  • Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
  • Greets customers immediately with a friendly and sincere welcome.
  • Uses a positive and clear speaking voice, listens to understands requests.
  • Promptly answers the telephone and email inquiries.
  • Inputs messages into the computer and advises other team members of special guest needs.
Patient Registrar 01/2012 to 10/2013
Howard County General Hospital Columbia, MD
  • Retrieve information from EHR to enter birth certificate(s) to State of Maryland Vital record system.
  • Obtain Affidavit of Parentage to send to vital records.
  • Provide an oral or audio description of the rights and responsibilities.
  • Correctly coded and billed medical claims for various hospital and nursing facilities.
  • Professionally and courteously verified appointment times with patients.
  • Assisted in the maintenance of medical charts and/or electronic medical record (filing, Op Reports, test results, home care forms).
  • Prepare patient charts, pre-admissions and consent forms as necessary.
Admitting Specialist 09/2009 to 01/2012
University of Maryland Shock Trauma Baltimore, MD
  • Obtain preauthorization of insurance to efficiently register all patients.
  • Acknowledge and greet all patients and families.
  • Ensure quality and representation of company's mission.
  • Verified patients' eligibility and claims status with insurance agencies.
  • Diligently filed and followed up on third party claims.
  • Correctly coded and billed medical claims for various hospital and nursing facilities.
  • Precisely completed appropriate claims paperwork, documentation and system entry.
Diploma: Mathematics and Computer Science May 2009 Parkville High School - Mathematics and Computer Science