Melissa Browne
Philadelphia
Summary
Professional with effective leadership and strong background in collections management. Skilled in compliance and reporting, I maintained strong client relationships, achieving monthly recovery targets while training staff in best practices. My adaptability and reliability, ensure compliance and maximize recovery rates. My empathetic approach and expertise in Collections Master drive successful outcomes in challenging situations.
Overview
16
16
years of professional experience
Work History
Collections Supervisor
Portnoy Schneck LLC
3705 Quakerbridge Rd, Ste 116 Hamilton, NJ 08619
08.2019 - 06.2025
- Led collections team to achieve monthly recovery targets through effective coaching and performance management.
- Fostered strong relationships with clients to negotiate payment plans and resolve disputes effectively.
- Trained new staff on best practices in collections procedures, compliance, and customer service standards.
- Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
- Interviewed and assisted in selection of candidates for the collections team.
- Prepared and delivered performance reviews of collections agents to support continuous improvement of department.
- Processed payments and applied to consumer balances.
- Generated and mailed payment history, payment plan agreement letters and stipulations.
- Monitored calls between the collector and consumer to ensure compliance with federal, state, and company regulations in all collection activities.
- Managed escalated consumer issues, providing resolutions that balanced both company interests and consumer needs.
- Ran daily reports to ensure payment plan agreements were being met, had follow up calls made when needed.
- Reviewed answers filed in response to Summons & Complaint and made call to amicably resolve based on consumers needs.
- Trained new team members on scripts, company services, and collection strategies.
- Processed disputes and sent the required validation.
- Located consumer assets and uploaded to file to proceed with wage garnishment or bank levy.
- Prepared consent orders and motions to turnover levied funds to be applied to consumers debt.
- File stipulation agreements with the court, prepared satisfaction letter at completion of agreement and filed satisfactions with the court.
- Communicated with the court officers/sheriff on a daily basis to ensure agreements were being met, to advise of a dispute, or to request they proceed with an execution due to delinquency.
- Set up and updated customer accounts in Collection Master with interactions, payments and personal information.
Legal Collector
Faloni And Associates
Bristol, PA
01.2016 - 06.2019
- Managed debt recovery processes, ensuring compliance with legal regulations and company policies.
- Collaborated closely with attorneys on complex cases, contributing valuable insights gained from extensive industry experience.
- Negotiated favorable settlements with debtors, achieving mutually beneficial outcomes for all parties involved.
- Utilized advanced negotiation tactics to persuade debtors to make payments or settle accounts amicably.
- Stayed current on industry trends and changing regulations, adjusting strategies as needed to maintain a high level of effectiveness in collections efforts.
- Maintained high volume of calls and met demands of busy and productive group.
Collector
DBG Collections, Inc
Bristol, PA
09.2009 - 04.2016
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
- Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
- Analyzed account data to identify trends and recommend targeted collection approaches.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
Education
George Washington High School
Philadelphia, PA06-1995
Skills
- Team supervision
- Staff training
- Payment negotiation
- Empathy and tact
- Collections procedures
- Reporting and documentation
- Goals and performance
- Proficiency in Collections Master, Microsoft Excel, Ecourts
- Collection law compliance
Timeline
Collections Supervisor
Portnoy Schneck LLC
08.2019 - 06.2025
Legal Collector
Faloni And Associates
01.2016 - 06.2019
Collector
DBG Collections, Inc
09.2009 - 04.2016
George Washington High School