Collections Specialist Resume Example

Collections Specialist · Truist Financial

Charlotte, NC · 2022 - Present

• Manages a diverse portfolio of over 500 delinquent consumer and small business accounts, averaging $1.5M in outstanding debt.
• Consistently exceeded monthly collection targets by an average of 15% through effective negotiation and payment plan structuring.
• Reduced average delinquency period by 10 days by implementing proactive communication strategies and systematic follow-up procedures.
• Processed an average of 80 inbound and outbound collection calls daily, maintaining a customer satisfaction rate of 90%.
• Successfully recovered over $850K in past-due accounts in the last year, contributing to a 5% reduction in overall portfolio losses.

Junior Collections Representative · Synchrony Bank

Charlotte, NC · 2021 - 2022

• Handled initial contact with customers on accounts 30-60 days past due, negotiating payment arrangements for a portfolio of 300+ accounts.
• Achieved an average of 95% adherence to collection call scripts and compliance guidelines, ensuring all regulatory standards were met.
• Identified and escalated complex debt disputes, collaborating with internal departments to resolve issues within 24-48 hours.
• Contributed to a 7% improvement in early-stage delinquency resolution by implementing targeted communication techniques and payment reminders.

Bachelor of Science in Business Administration, Finance Concentration · University of North Carolina at Charlotte

Charlotte, NC · 2017 - 2021

• Graduated with a GPA of 3.7/4.0, recognized on the Dean's List for four semesters.
• Completed a capstone project on credit risk assessment, earning an 'A' grade for thorough analysis and recommendations.

Collections Specialist · Atmos Energy

Dallas, TX · 2023 - Present

• Managed a portfolio of over 500 residential and commercial natural gas accounts, reducing overdue balances by an average of 18% monthly.
• Negotiated and implemented payment arrangements, leading to a 30% decrease in service disconnection requests for at-risk customers.
• Utilized FICO Debt Manager to track account status and facilitate communication, ensuring accurate record-keeping and compliance.
• Identified and escalated complex billing disputes, collaborating with customer service to resolve 95% of issues within 48 hours.

Collections Agent · Oncor Electric Delivery

Fort Worth, TX · 2021 - 2022

• Handled an average of 80+ inbound and outbound calls daily to recover outstanding electric utility payments.
• Achieved a consistent 90% success rate in securing initial payments or establishing payment plans for delinquent accounts.
• Educated customers on available payment assistance programs, connecting 15-20 customers weekly with resources to prevent disconnection.
• Reduced bad debt write-offs by 10% through proactive account monitoring and follow-up strategies.

Bachelor of Business Administration in Finance · University of North Texas

Denton, TX · 2017 - 2021

• Graduated Cum Laude with a GPA of 3.7/4.0
• Relevant coursework included Financial Management, Accounting Principles, and Business Law
• Member of the Finance Student Association, actively participated in investment workshops