Barbara Williams
Harvey
Summary
Proactive collections specialist with a proven track record of maximizing collections and reducing outstanding balances. Experienced in handling customer inquiries, negotiating payment arrangements, and maintaining accurate records.
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
20
20
years of professional experience
Work History
Collection Specialist-Credit
Reliable Fire & Security
Alsip
12.2022 - Current
- Reviewed accounts for past due balances and contacted customers to arrange payment plans or collect payments.
- Provided timely and detailed updates on collections activity to management.
- Assisted in the development of new policies and procedures related to collections activities.
- Conducted skip tracing activities to locate missing debtors when needed.
- Identified delinquent accounts and initiated appropriate collection action in accordance with the company's policies.
- Maintained accurate records of all collection activities in the computer system.
- Negotiated repayment terms with customers based on their individual circumstances.
- Analyzed customer creditworthiness, financial condition, and account history to determine appropriate collection action.
- Handled incoming calls from customers regarding account status, billing inquiries, payment arrangements.
- Secured payments by following up with customers which disregarded promise to pay.
- Updated collection databases and systems with payment arrangements and notes.
- Reviewed overdue accounts to schedule contact dates for follow-up phone calls.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
Accounts Receivable Specialist
Trimark Marlinn
Bedford Park
05.2022 - 09.2022
- Reviewed accounts on monthly basis to assess aging and pursue collection of funds
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options
- Performed targeted collections on past due accounts aged over 30 days
- Prepared and mailed invoices to customers, processed payments and documented account updates
- Identified, researched and resolved billing variances to maintain system accuracy and currency
- Processed credit memos
Project Delivery Professional II
Deloitte
Chicago
09.2021 - 05.2022
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Documented and detailed calls and complaints using call center's CRM database
- Met customer call guidelines for service levels, handle time and productivity
- Recorded actions taken, issues resolved and updated information to effectively manage customer accounts
- Contacted clients to verify account information and maintain accuracy, resulting in 100% increase in client satisfaction
Collections Specialist
Municipal Collections Services Inc.
Palos Heights
01.2015 - 09.2021
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Researched accounts and completed due diligence to resolve collection problems
- Counseled debtors on payment options and arranged installment agreements
- Used qualifying questions to determine debtors' reasons for delinquency
- Handled both inbound and outbound calls on a daily basis
- Recorded all information regarding financial status of customers
Member Services Specialist/Health Insurance
GoHealth Inc.
Chicago
11.2011 - 01.2015
- Met customer call guidelines for service levels, handle time and productivity
- Maintained up-to-date knowledge of product and service changes
- Exhibited high energy and professionalism when dealing with clients and staff
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
Student Loan Counselor/Mail Research Specialist
Kaplan University
Chicago
02.2011 - 06.2012
- Reviewed initial financial aid applications for accuracy and compliance with reporting standards
- Explained very technical financial information to applicants in easy-to-understand language
- Monitored pipelines to track and log status of loans
- Proactively identified solutions for customers experiencing credit issues
- Processed federal financial aid verifications per Federal Student Loan guidelines, which included forbearance, deferments, and payment plans
- Counseled students and parents about financial aid options and program details
Customer Service Specialist
G&K Services
Justice
11.2005 - 11.2010
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Followed up with customers about resolved issues to maintain high standards of customer service
- Delivered excellent customer service, resulting in consistent 90% customer satisfaction rating
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Updated account information to maintain customer records
- Communicated professionally with colleagues, freelancers and clients
Education
High School Diploma -
Thornton Township High School
Harvey, IL06-1975
Skills
- Microsoft Office Suite
- SalesForce
- SAP
- Skip tracing
- Payment negotiation
- Customer communication
- Attention to detail
- Credit control
- Debt recovery expertise
- Negotiation
- Patience and persistence
- Payment acceptance
- Problem resolution
Timeline
Collection Specialist-Credit
Reliable Fire & Security
12.2022 - Current
Accounts Receivable Specialist
Trimark Marlinn
05.2022 - 09.2022
Project Delivery Professional II
Deloitte
09.2021 - 05.2022
Collections Specialist
Municipal Collections Services Inc.
01.2015 - 09.2021
Member Services Specialist/Health Insurance
GoHealth Inc.
11.2011 - 01.2015
Student Loan Counselor/Mail Research Specialist
Kaplan University
02.2011 - 06.2012
Customer Service Specialist
G&K Services
11.2005 - 11.2010
High School Diploma -
Thornton Township High School
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