Tracey Reynolds
Call Center Debt Collection Specialist
Skilled and experienced Call Center and Collections Specialist with 10+ years working in a variety of fast-paced collections and customer service environments. Proficiency in managing a diverse and fluctuating caseload and a high volume of inbound and outbound calls utilizing various phone and computer systems while providing courteous, prompt, detailed, and accurate assistance. Capable problem-solver specializing in complaint mediation, issue resolution, and conflict mitigation. Self-motivated and able to thrive, whether working on tasks collectively or independently.
Contact
Address
11400 4th St. N. Apt #811
St. Petersburg, FL, 33716
Phone
(727) 290-5251
cathrynereynolds@gmail.com
Skills
Call center
Excellent
Creative problem solving
Excellent
Active listening
Excellent
Effective communication
Very Good
Data entry
Very Good
MS Office proficiency
Good
Work History
2014-03 – 2019-08
Call Center Fraud Associate
FIS, Saint Petersburg, FL
· Reviewed and assessed private account activity for possible fraudulent activity (i.e., Transaction fraud, first-party fraud, identity theft, etc.), and followed procedures to mitigate risks to customers and cardholders
· Assisted Financial Institution representatives and cardholders to resolve issues with cardholder’s account status utilizing telephone and computer systems in a fast-paced environment to communicate and record vital information
· Maintained a solutions-oriented focus while demonstrating empathy towards cardholders dealing with stressful, tense, or frustrating experiences
· Exhibited a high standard of customer care; and followed all applicable regulatory and department practices and procedures
2013-10 – 2014-10
Mortgage Collector/CSR
Green Tree Servicing LLC, Tampa, FL
· Served as customer’s primary point of contact and provided support for any issues, including collections, disputes, insurance issues, service requests, and general account maintenance
· Received and submitted customer payments to further reduce open account balances
· Conferred with customers by telephone to provide information about account status, collected payments, or arranged for billing
· Provided information and advised customers on mortgage aversion and alleviation programs, including qualification, process, and document requirements
2006-07 – 2012-10
Collections Specialist
Valentine & Kebartes Inc, Bradenton, FL
· Managed customer accounts; Interviewed and evaluated customers on reasons for delinquency, ability to re-pay, and credit repair options: Negotiated and tracked repayment plans and prepared relevant documents and necessary paperwork
· Maintained customer database; Located (skip trace) and initiated customer contact, verified, updated applicable customer information
· Handled a high volume of inbound/outbound calls within a dynamic call center environment
· Adhered to all applicable state and federal laws concerning debt collection, as well as all company guidelines
Education
2012-08 – 2014-12
Liberal Arts Coursework
St. Petersburg College – Clearwater, FL
To contact this candidate email cathrynereynolds@gmail.com