Collections Officer Resume Sample
Cara Stracke
84696 Cathy Ways,
Chicago,
IL
+1 (555) 420 8643
Work Experience
Senior Collections Officer
04/2017
-
PRESENT
Philadelphia, PA
- Sound knowledge of the Bank’s Retail products, services and operating/collections systems
- Right Party Contacts
- Promises Kept Ratio
- Performance Standard Review Score
- Average Call Handle Times
- Assisting with the training of new team members (delegating, reviewing work preparation) or the monitoring of cross-training initiatives within the department
- Actively participating and contributing to coaching sessions, touch base and team meetings
- Acquiring and maintaining a good knowledge of the department functions, processes and operating procedures
- Fostering a performance oriented culture of open and honest communication
Collections Officer
10/2010
-
10/2016
Phoenix, AZ
- Monitor and control the out of order retail accounts and take appropriate action to normalise the position, within pre-determined policy rules and laid down strategies. The overall objective of the role is to ensure recovery action is taken at the earliest opportunity to avert loss through default
- Undertake the review of all monthly advances control reports, assessing the information therein and making recommendations regarding the strategy to be employed in ensuring that such out of order accounts are returned to order within the shortest possible time. This is likely to involve agreeing short term lending agreements
- Receive and authorize FOS authorization requests (agree short term borrowing requests)
- Own & maintain a diary system for
- Maintain /monitor, assigned collection portfolio minimizing the bank’s losses
- Negotiates on a case-by-case basis, a repayment schedule directly with the client by quickly assessing the file detail, and the client’s ability to repay
- Proficient/Expert in Excel
Collections Officer Year Contract
09/2005
-
07/2010
Boston, MA
- Work in a team based environment and deliver against individual & team KPI’s
- Assess a customer’s income and expenditure to determine customer’s ability to pay, and make decisions according to the customer’s individual situation
- Adhere strictly to all legislative requirements and credit policies to ensure that GE’s position is protected at all times
- Contact customer by phone to remind them of overdue payments and render prompt service on customers’ requests
- Review customers’ profile and recommend the most effective collection actions
- Seek supervisor’s advice in solving irregular cases
- Provide administration work related to collection such as updating delinquent account history, updating customers’ data, providing payment instruction, preparing payment adjustment vouchers, statements and letters, collation of MIS data
- Good communication skills, preferably proficient in multiple languages / dialects
- Emotionally resilient with good negotiation skills
Education
Kent State University - Stark Campus
2000 - 2004
Bachelor's Degree in Business
Professional Skills
- Proven organizational skills with the ability to prioritize work effectively on multiple tasks
- Strong time management skills and an ability to prioritise
- MIS, analytical, negotiation, influence and investigation skills, good problem solving abilities and strong decision making
- Proven problem solving, analytical and quantitative skills
- Presentation skills with experience in various business settings
- Prior experience in a Collections or Customer Contact environment under consumer lending environment or financial services industry
- Collections experience or credit assessment experience
How to write Collections Officer Resume
Collections Officer role is responsible for languages, negotiation, training, retail, credit, litigation, security, compensation, reporting, insurance.
To write great resume for collections officer job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Collections Officer Resume
The section contact information is important in your collections officer resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Collections Officer Resume
The section work experience is an essential part of your collections officer resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous collections officer responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular collections officer position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Collections Officer resume experience can include:
- Previous experience in a Customer centric role which is demonstrated with an empathetic and supportive attitude
- Developed time management skills with the ability to work in a high- pressure environment
- Work effectively as part of a team including contribution of new ideas, process improvements, team activities and incentives
- Adaptable to changing business needs and priorities
- Proven track record in dealing with physical cash
- Branch working experience and bilingualism (French) is considered an asset
Education on a Collections Officer Resume
Make sure to make education a priority on your collections officer resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your collections officer experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Collections Officer Resume
When listing skills on your collections officer resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical collections officer skills:
- Good level of verbal and written communication skills
- Demonstrate effective collections management and contribute to decreasing the size of the arrears portfolio
- Additional language skills are beneficial
- Coordinate with the field staff to effectively establish contacts with the customers
- Developing strong and courteous relationships with customers
- Experience working with delinquent or defaulting borrowers is advantageous
List of Typical Experience For a Collections Officer Resume
1
Experience For Senior Collections Officer Resume
- Collecting debts in a timely and effective manner
- Build and maintain strong relationships with Austral's business contacts including legal firms, clients and other external parties as required
- Customer Fulfillment/Experience -Ensure the delivery of customer service fosters overall customer and business line/department satisfaction by
- Addressing and resolving customer concerns, inquiries, issues or complaints on loan contracts in arrears
- Ensuring all collection avenues are investigated
- Providing first class service delivery to your portfolio, Austral clients and debtors
- Achieving revenue targets and service standards
2
Experience For AVP / VP, Collections Officer Resume
- Reducing overdue debt
- Excellence in reading, writing and speaking home market language
- Undertake Remarketing and Asset Management Activities as required and liaise with EMEA’s remarketing team
- Issue litigation, utilise search tools, skip trace and field calls for outstanding debts
- Maintain contact with borrowers and have comprehensive recordings of borrower’s current situation
3
Experience For Loss Mitigation Collections Officer Resume
- Complete required payments accurately and timely for condo arrears, delinquent taxes and property insurance. Manage other expense payments to protect the bank’s security interest
- Sub-Ledger Cleansing- ensure total transaction counts (debit and credit), are managed effectively in correlation of staff to item count ratio’s. Implementation of a consistent quarterly review and write off methodology
- Carry out your accountabilities and objectives within the framework of AIG Australia’s Regulator policy
- Have the ability to determine appropriate collection steps in order to gain a ‘win/win’ solution for both the Bank and the Customer
- Proficient with MS Office, with advanced knowledge in Excel and PowerPoint
- Participate and support relevant team projects and meetings
- Manage delinquent contracts with the intent to cure and reduce our overall NPL’s
- Bilingualism (French/English) would be considered an asset
- Preparation of multiple weekly and month-end delinquency reports
4
Experience For Collections Officer Year Contract Resume
- Supervise assigned collections tele agents in order to ensure all agents meet KPIs and collections targets
- Provide information on customer account and understand the issue and reason for overdue payments
- Maintain detailed records of client interaction on the system and use the information for future interactions
- Ensure agent call quality and adhere to compliance/code of conduct/collections standards
- Receive inbound and make outbound calls to customers, third parties and third party suppliers (Vendors)
- Manage portfolio of delinquent accounts in accordance with Department policy and procedure
- Attend Vendor meetings where required
- Receiveinbound and make outbound calls to customers, third parties and third partysuppliers (Vendors)
- Maintaincontact with borrowers and have comprehensive recordings of borrower’s currentsituation
5
Experience For Credit Collections Officer Resume
- Manageportfolio of delinquent accounts in accordance with Department policy andprocedure
- Follow-upand request information from stakeholders
- AttendVendor meetings where required
- Ensure the delivery of customer service fosters overall customer and business line/department satisfaction.
- Provide relief for next level collection officers where capacity allows
- Update internal and external stakeholders with account status enquiries/requests
- Providerelief for next level collection officers where capacity allows
- Updateinternal and external stakeholders with account status enquiries/requests
6
Experience For Collections Officer, MIS & Data Management Resume
- Providesupport to internal teams as required
- Manage portfolios within bad debt budget
- Adhere to the collections policy
- Work with key stakeholders such as External Trace and collection companies to maximise on collection/recovery
- Look for creative solutions to ensure bad debt targets are met
- To identify possible fraudulent accounts and take the correct action to resolve issues quickly and to inform management of potential losses and action taken
- Manage the collection and sales of repossession and voluntary terminated vehicles with auction houses
- Special projects or tasks as assigned by the manager
- Professional experience in Workers Compensation in either an insurance or employer-based organisation is desired but not essential. Office and/or administration experience is essential
7
Experience For Collections Officer Burnaby, BC Resume
- A current resume with two referees
- Actively manage collections activity and work to decrease the UDC arrears portfolio
- Ensure all activities comply with UDC and ANZ strategy, policies, processes and standards
- Be mentored by your Collections Manager
- Exceptional customer service and attention to detail
8
Experience For Collections Officer Burlington, ON Resume
- A positive attitude and a growth mindset
- Contribute in a collaborative and positive manner with your team and colleagues
- Ensure all activities comply with UDC strategy, policies, processes and standards
- Be passionate about your own success – KPI’s driven and goal orientated
- Determine appropriate collection steps in order to gain a 'win/win' solution for both the bank and the customer
9
Experience For Credit Card Collections Officer Resume
- Conduct outbound and inbound collection calls
- Maximize recoveries and minimize the associated expense
- Negotiate recovery of the debt and determine action within delegated limits
- Maximise recoveries and minimise the associated expense
- Management of debtor's ledger - 30, 60 & 90 day accounts
- Ensures that personal roster (start times, breaks) are adhered to at all times
- Passionate about personal development and receptive to feedback
10
Experience For O&T Collections Officer Resume
- Be an active participant in a team based environment
- Passionate about own success – KPI’s driven and Goal orientated
- Build strong relationships/rapport, adapt to changing needs and priorities, and determine appropriate collection steps in order to gain a 'win/win' solution for both the bank and the customer
- Knowledge of regulatory requirements and legislation
- Relevant tertiary or Diploma qualification
- A team player with commitment and initiative, service oriented, able to work under pressure, matured, motivated, meticulous and analytical and able to multi-task
- Attend ledger review sessions with team leader
- Ensure customer credit limits are managed in line with company
- Build strong relationships/ rapport, adapt to changing needs and priorities, and determine appropriate collection steps in order to gain a 'win/win' solution for both the bank and the customer
List of Typical Skills For a Collections Officer Resume
1
Skills For Senior Collections Officer Resume
- Demonstrates GE Values, always acts with unyielding integrity
- Team Membership -Contribute to the effective functioning of the team by
- Previous collections/debt collection experience desirable
- Operational Efficiencies and Compliance - Drive operational effectiveness activities and compliance by
- Build strong relationships/rapport
2
Skills For AVP / VP, Collections Officer Resume
- Develop and maintain strong service relationships with both our internal and external customers
- Financial services experience advantageous
- Experience as Cashier
- Previous experience in a Collections call center would be an added advantage
- Provide professional, friendly environment and enter into a good relationship with the customers
- Office/Administration experience is ideal
3
Skills For Loss Mitigation Collections Officer Resume
- Experienced in all aspects of debt collection, NCCP, COBP and legislative guidelines
- Upskill in area’s other that current role to ensure rounded expertise
- Experiencedin all aspects of debt collection, NCCP, COBP and legislative guidelines
- Upskillin area’s other that current role to ensure rounded expertise
- Experience as an Accounts Receivable Clerk or Accountant
4
Skills For Collections Officer Year Contract Resume
- Recommending or taking action to ensure past customer commitments have been met including resolving persistent payment problems
- Liaising with Business Units and external clients on matters relating to billing and debt recovery
- Identifying and reducing the rolling arrears
- Being upfront with customers when the Bank cannot provide the solution they seek, offering an explanation as to why and suggesting alternatives
- Assisting with debt recovery by applying best practice policy and procedures
- Maintaining policy standards for account actioning, productivity and quality
- Working collection suspense queues daily as well as batch processing
- Discussing contractual loan payment arrangements with customers before offering revised or reduced payments, terms and conditions
- Driving positive team culture
5
Skills For Credit Collections Officer Resume
- Working knowledge of all aspects of collections activities
- Following up on accounts receivable queries
- Making outbound collection calls to customers
- Ensuring all bankruptcies/liquidations and FOS processes are followed through and all registers kept updated
- Maintaining a high-level of customer service via all contact points
- Acting as the key point of contact for customers who have over-due debts
6
Skills For Collections Officer, MIS & Data Management Resume
- Performing preliminary loss mitigation review to identify potential loss mitigation candidates
- Sending appropriate financial packages
- Reviewing completed package for either a loan repayment plan or a referral to loss mitigation for other work out options
- Utilising technology to deliver value to internal and external clients in an efficient, accurate and timely manner
- Reducing 90 days + debt
- Managing complex account reconciliations
- Proficiency in reading, writing and speaking English
- Probe into customer problems to identify his needs and by answering inquiries with the ultimate aim of providing a curing solution
7
Skills For Collections Officer Burnaby, BC Resume
- Manage bankruptcy/consumer proposal notices by reviewing documentation and filing Proof of Claim for secured and unsecured debts
- Comprehensive knowledge of consumer banking practices and laws or regulations governing financial institutions
- Manage challenging customers professionally and provide solutions – objection handling
- Pursues self-development and seeks feedback from others, whilst being receptive to new ideas and perspectives
- Review, investigate and respond to queries on delinquent accounts received from Manulife Bank Lending, Mortgage and Customer Service departments
- Investigate and respond to incoming legal notices received from Manulife Financial Legal department
8
Skills For Collections Officer Burlington, ON Resume
- Manage incoming correspondence received from clients and determine action required
- A sound knowledge of accounting principles
- A covering letter 1-2 pages in length
- Contribute to managing team inbound phone queues
- Contribute to managing the team inbound phone queues
- Contact customers through outbound and inbound telephone calls in accordance with standard operating procedures for special cases
- Assess, review, recommend and undertake recovery action where appropriate ensuring the action is the best outcome for the Bank and customer
9
Skills For Credit Card Collections Officer Resume
- Provide information and support to clients experiencing financial difficulty (Hardship)
- Attend/respond to incoming email and phone requests within required time frames/ SLA
- Assess,review, recommend and undertake recovery action where appropriate ensuring theaction is the best outcome for the Bank and customer
- Provideinformation and support to clients experiencing financial difficulty (Hardship)
- Attend/respondto incoming email and phone requests within required time frames/ SLA
- Relationship management of existing accounts to ensure that customer arrears are resolved on a one touch basis where possible
- Management and ownership of accounts in arrears working to pre agreed numbers in each category of arrears ( e.g. 1 month in arrears, 2 months so on )
- Attend/respond to incoming email and phone requests
- Accurate & efficient processing of client invoices and credit notes
10
Skills For O&T Collections Officer Resume
- Cash handling knowledge
- Long-term thinkers who are not afraid to go outside the box to give engaging alternatives for our customers
- Individuals seeking new challenges and opportunity to grow within the organization
- Team player and respects others
- Work autonomously and execute on targets in a compliant environment
- Ensures that personal roster (start times, breaks) are adhered to at all times. Additional Eligibility Qualifications: Desired Characteristics
List of Typical Responsibilities For a Collections Officer Resume
1
Responsibilities For Senior Collections Officer Resume
- Demonstrate ability to handle sensitive confidential information with absolute integrity
- Evaluating the ability to make negotiated payments and assessing the source of funds for payment
- Escalating more serious situations/problems to the Team Lead or Manager, Front End Collections, as required for speedy and equitable resolution
- Well versed and display articulate phone and written presence that's confident, yet personable
- Disciplined and focused individuals who reach daily targets
- Providing human, straightforward, and knowledgeable service through daily interactions to create a relationship of mutual trust and confidence with customers and fellow employees
- Preparing correspondence including demand letters in a manner that reflects Bank policies and guidelines while conveying a tone that protects integrity of the customer
- Business Plan Execution –Supports Bank’s business plans, and business objectives for the department by
2
Responsibilities For AVP / VP, Collections Officer Resume
- Primary emphasis on rehabilitating accounts and retaining sound, profitable business for the Bank by acting in a timely manner to identify the risk associated with all assigned accounts and executing prompt action to minimize loss and secure the Bank’s position
- Evaluating the client’s current financial situation and apply solid credit knowledge combined with creativity and ingenuity in the management of problem accounts while obtaining customer cooperation and protecting the Bank’s interests
- Negotiating alternate payment arrangements including token or reduced payment amounts from customers and accurately communicating the revised terms and conditions of the loan
- Operational Efficiencies and Compliance –Drive operational effectiveness activities and compliance by
- Reporting and escalating any unusual occurrences or fraudulent activities evidenced through customer conversations and/or payment verification directly to the Team Lead, Manager or Director, Front End Collections
- Effectively and efficiently using the automated call distribution and outbound predictive dialer systems
3
Responsibilities For Loss Mitigation Collections Officer Resume
- Conducting timely and constructive collection activity by telephone, letter, text message, e-mail, or other appropriate means
- Utilizing the collection system to facilitate communication within the department, among team members and/or referral of the account to the Team Lead or Manager, Front End Collections
- Completing updates to all appropriate Bank systems
- Maintain the integrity and confidentiality of the Bank and Customer information as set out in Scotiabank’s Privacy Code
- Adhering to regulatory and Internal Bank guidelines as required and maintaining awareness throughout the year, ensuring compliance to AML (Anti-Money Laundering), KYC (Know Your Customer) and Privacy policies
- Team Membership –Contribute to the effective functioning of the team by
4
Responsibilities For Collections Officer Year Contract Resume
- Empathise with customers
- Able to work competently with numbers and analysis
- Focused and goal oriented with ability to work towards SMART objectives/targets
- Ensure the delivery of customer service fosters overall customer and business line/department satisfaction.
- Knowledge of regulatory requirements andlegislation
- Interact with suppliers and customers
5
Responsibilities For Credit Collections Officer Resume
- Own the full collections process of delinquent accounts for loans, lines of credit and demand accounts and for mortgage delinquency under 90 days ensuring payment recovery of arrears and outstanding balances
- Ensure payments and adjustments are processed accurately and within company policies
- Ensure impaired mortgages are escalated and investments are redeemed on delinquent loans accounts, where applicable
- Review and authorize the release of investments on delinquent accounts where a loan restriction is placed
- Have high attention for detail and integrity
6
Responsibilities For Collections Officer, MIS & Data Management Resume
- Detailed knowledge of the banks processes and rigour requirements related to cash
- Business Plan Execution - Supports Bank's business plans, and business objectives for the department by
- Cash management and Banks knowledge
- Maintain approved DLA’s
- High level numerical aptitude
- Enthusiastic and dependable
- Intermediate MS Office
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