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Collections Specialist with 5+ years in customer payment recovery
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Competencies
Specialized in recovering overdue balances through outbound calls, negotiations, and strategic payment arrangements.
Provided bilingual customer support, handling objections and explaining financial options clearly in English and Spanish.
Proficient in Salesforce, Zendesk, HubSpot CRM, and other platforms for documenting interactions and managing cases.
Effectively managed objections, escalations, and negotiated payment solutions to improve recovery outcomes.
Set and met daily KPIs while working remotely, collaborating with team leads to optimize performance.
Languages
Summary
Experienced in high-volume outbound collections, bilingual communication, and CRM management. Skilled in negotiation, compliance, and remote team collaboration, with a focus on achieving recovery targets and maintaining customer satisfaction.
Key Achievements
- Managed high call volumes and outbound dialing for debt recovery at ADT, exceeding daily KPIs.
- Conducted bilingual collections calls, successfully negotiating payment plans and settlements.
- Utilized CRM tools like Salesforce and Zendesk to accurately document case progress and ensure compliance.
Experience
Bilingual Collections Services
Conducted outbound collections calls to recover past-due balances, negotiate settlements, and secure promises-to-pay while maintaining empathy and professionalism., Used CRM tools (Salesforce/Zendesk) to document outcomes, update account notes, and track follow-ups to resolution., Handled...
Bilingual Collections Services
Managed high call volumes and outbound dialing to contact customers with overdue accounts and drive payment recovery., Verified customer information, confirmed account status, and explained balances, fees, and payment options clearly in English and Spanish., Processed payments and set payment...