Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Briana Clark

Mesa

Summary

Professional collections specialist with strong focus on team collaboration and achieving results. Skilled in accounts receivable management, negotiation, and dispute resolution. Reliable, adaptable, and known for maintaining high standards and delivering impactful outcomes in dynamic environments. Excellent communication, problem-solving, and analytical abilities.

Overview

13
13
years of professional experience

Work History

Sr. Lead Collections Specialist

Discover Bank
06.2024 - Current
  • Maintained compliance with industry regulations, mitigating potential risks to the organization.
  • Reduced delinquency rates with proactive monitoring of accounts and implementing timely interventions.
  • Collected on delinquent accounts to reduce overdue balances.
  • Identified and contacted customers with overdue accounts to address payment status.
  • Regularly monitored accounts to identify overdue balances and potential areas of risk.

Late Stage Sr. Collections Specialist

Santander Consumer USA
06.2022 - 06.2024
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.

Human Resources Specialist

Chase Bank
06.2020 - 06.2022
  • Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
  • Managed benefits administration for company-wide staff, ensuring timely processing and accurate recordkeeping.
  • Conducted routine HR audits to ensure data accuracy in personnel files, payroll records, and benefit enrollments.
  • Administered employee leave requests in accordance with FMLA guidelines, maintaining compliance with regulations while providing necessary accommodations for staff members.
  • Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.

Collections Specialist 1 /Credit Card Fraud Analyst

Chase Bank
03.2020 - 06.2022
  • Used skip tracing and other techniques to locate debtors.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Reviewed transactions and receipts to identify any suspicious activity.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.

Quality Assurance Manager

Iqor Holdings US
09.2012 - 05.2019
  • Demonstrates all compliance issues and deficiencies brought to the immediate attention of management
  • Suggest best practices to prevent defects during calls
  • Monitored completed work and provided feedback to improve team member performance.
  • Contributed to business growth by confirming customer satisfaction with service and quality.
  • Identified training opportunities to drive increased levels of quality through various projects.
  • Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
  • Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
  • Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.
  • demonstrates all compliance issues and deficiencies brought to the immediate attention of management

Education

High School Diploma -

Mesquite High School
01.2008

Skills

  • Credit Card Payment Processing
  • Customer Service
  • Responding to Difficult Customers
  • Building Customer Trust and Loyalty
  • Data Entry and Maintenance
  • Risk management
  • Customer Account Management
  • Legal compliance
  • Understanding Customer Needs
  • Skip tracking
  • Teamwork orientation
  • Credit and collections
  • Data entry efficiency

Additional Information

  • Awards: , Perfect Attendance, Academic Achievement

Timeline

Sr. Lead Collections Specialist

Discover Bank
06.2024 - Current

Late Stage Sr. Collections Specialist

Santander Consumer USA
06.2022 - 06.2024

Human Resources Specialist

Chase Bank
06.2020 - 06.2022

Collections Specialist 1 /Credit Card Fraud Analyst

Chase Bank
03.2020 - 06.2022

Quality Assurance Manager

Iqor Holdings US
09.2012 - 05.2019

High School Diploma -

Mesquite High School

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Briana Clark