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Candidate's Name  PHONE NUMBER AVAILABLECapital Heights, Maryland EMAIL AVAILABLE LinkedIn ProfileCredit Management Customer Support Specialist~ Dynamic professional with extensive expertise in Collections, Account Management, and Customer Service ~Organized, analytical, and highly resourceful professional with strong customer service and credit collections experience. Experienced in working with customers to follow through on business-to-business collections. Adept at meeting credit management initiatives, following up on past due invoices, and utilizing well-rounded expertise and problem-solving skills to drive solutions with clients on financial obligations.AREAS OF EXPERTISECross-Functional Communication Risk Management Financial Products & Services Loan & Credit OriginationReconciliations & Repayments Client Needs Management Transaction Processing Dispute & Discrepancy ResolutionCompliance Auditing Process Improvement Analytical Expertise Creative Problem Solving Exceptional Work EthicTechnical Snapshot: CRM systems, leading financial applications, and Microsoft Office SuiteSIGNATURE CONTRIBUTIONSTop-performing financial and customer specialist with more than 10 years of banking, tax, and credit experience and a reputation for constantly exceeding aggressive monthly service goals and team loan quotas.Recognized for going the extra mile to develop optimal loans, credit plans, and other long term financial solutions for clients while also thoroughly educating them on the application and repayment process.Unparalleled analytical acumen with a proven track record of success in analyzing key account, financial, and transaction data to quickly identify and reconcile discrepancies while maximizing transaction compliance with state and federal regulations.CAREER HIGHLIGHTSSignature Federal Credit Union  Alexandria, Virginia August 2021  PresentEquity Loan ProcessorCollected / prepared all necessary documentation for the loan package and researched applicant credit status and current financial position. Successfully prepared and maintained all paperwork for existing and new loans, including loan disclosures.Key Initiatives:Completed loan contracts and ensured clients were kept informed of the rules and requirements.Engaged with clients to establish their needs while recommending suitable loans and submitting files to the designated underwriter.Sunrise Senior Living  McLean, Virginia December 2018  July 2021Resident Account SpecialistBuilt and nurtured a reputation for excellence in the management of resident and stakeholder accounts for one of the leading providers of senior care and assisted living services in the United States, Canada, and United Kingdom. Collaborated with the organization's management team to help identify and drive improvements to credit management and customer service strategies.Key Initiatives:Commended for a top-notch sense of urgency while dealing with service complaints and data discrepancies.Charged with identifying and resolving several quality issues based on the collection and analysis of in-depth customer feedback.Streamlined the collection process for historical data which improved overall team efficiency while processing and recording information.Office of Tax And Revenue  Washington, D.C. May 2017  December 2018Customer Service Tax SpecialistOversaw all aspects of tax analysis, inquiry management, and issue resolution for a diverse clientele of business taxpayers with a sharp focus on maximizing DC tax law compliance. Partnered with taxpayers to field a wide range of inquiries involving general tax return information, delinquency issues, liabilities, and tax law changes. Played a key role in creating, overseeing, and updating business tax accounts.Key Initiatives:Introduced improvements to the collection analysis and determination process that helped the team more effectively identify necessary corrective actions.Maximized collections revenue by proactively coordinating with members to identify past due accounts and develop ideal recovery and payment plans.Developed long-term relationships with business leaders through quick identification and resolution of tax account issues that resulted in taxpayer refunds.Page 1 of 2CAREER HIGHLIGHTS CONTINUEDDemocracy Federal Credit Union  Alexandria, Virginia May 2016  December 2017)Loan OfficerPerformed in a key client-facing role dedicated to loan management and the delivery of ideal long-term credit solutions for the clients of a leading Virginia credit union. Provided direct oversight of loan approval and referral procedures while in direct collaboration with applicants and other clients to ensure maximum cohesiveness during the application process.Key Initiatives:Made a significant impact to revenue growth in a short period of time by staying abreast of new loan products, financial services, and credit options while working extensively with customers to educate them on these solutions.Completed extensive analysis of loan agreements, reviewed applicant credit status, executed property evaluations, and other critical information to maximize compliance with all credit union policies.County Of Arlington  Arlington, Virginia July 2013  March 2016Tax CollectorManaged and coordinated with individual and business taxpayers to collect unpaid taxes while overseeing the lien enforcement and wage garnishment process to ensure resolution of debts. Researched claims, mortgages, disputes, and other financial liabilities to deliver payment plans beneficial to both the county and the taxpayer for every individual's unique financial situation.Key Initiatives:Pioneered an updated new hire training plan that helped new collectors reach top proficiency in record time.Increased repayments and revenue for the county while building stronger relationships with the community through focused assistance and negotiations with delinquent taxpayers.Reorganized processing procedures for key documents to help promote faster turnaround for rush judgment decisions.Additional Notable ExperienceNAVY FEDERAL CREDIT UNION  Equity Loan Processor 2011 - 2013BANK OF AMERICA  Senior Account Manager 2007 - 2010EDUCATIONAssociate of Arts  Business Administration, Graduated with Honors, Western International University, Tempe, Arizona (2013)SPECIALIZED TRAININGHuman Resources Management, Western International University, Tempe, Arizona (2016)Page 2 of 2