Collections Specialist
• Cross trained in multiple departments to know all company needs and train new employees.• Analyzed and updated all necessary changes to Salesforce software• Processed customer service requests via phone support and email support• Customized CRM using the most up-to-date tools (i.e., workflows, triggers)• Noted customer correspondence in CRM to track requests, problems and solutions.• Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services• Audited internal data and processes to identify and manage initiatives, improving business performance.• Recommended metrics and models based on observed trends.• Worked with internal teams to understand business needs and changing strategies.• Help customers with all financial servicing needs through both inbound and outbound contact. • Contact customers to help them to fulfill their financial obligations by arranging for repayment or settlement of account balances offering other borrower’s assistance options. Our work focuses on our existing customers who have long term relationships with us. • Work with our clients in a consultative manner in accordance with all applicable laws, policies, and procedures • Negotiate with customers to resolve account matters • Maintain and notate all appropriate information and documentation on customer and account status. Collaborate with others on the team involved with collecting and servicing of accounts • Investigate, research, and track consumer information using online skip tracing tools • Work together as both team member and individual contributor in a goal-oriented environment to meet individual and team targets • Maintain compliance with FDCPA (Fair Debt Collection Practices Act) and state regulations
