Customer Service/Collections Agent
USAA Federal Savings Bank
Phoenix
07.2007 - 02.2025
- Managed customer accounts to facilitate timely collections and payments.
- Communicated with clients to resolve outstanding debts effectively.
- Investigated account discrepancies to ensure accurate billing information.
- Documented interactions with customers in the collection system for record-keeping.
- Collaborated with team members to share best practices and improve processes.
- Analyzed customer payment patterns to identify potential collection issues.
- Educated customers about payment options and financial services available.
- Maintained compliance with federal regulations governing debt collection practices.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Contacted customers and explained debt management to encourage timely debt payments.
- Followed fair debt practices and regulatory guidelines when managing collections process.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Identified past due accounts and contacted account holders to arrange payment.
- Updated account status records and collection efforts.
- Adhered to all applicable laws, regulations, and company policies.
- Researched customer accounts for any discrepancies or outstanding payments.
- Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Interviewed customers to obtain financial information, payment history and other relevant details.