Summary
Overview
Work History
Education
Skills
Hobbies and Experiences
Timeline
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James Michael

BOOTLE,LIVERPOOL

Summary

Ambitious debt collector with more that 3 years of experience in debt collection and collection processing. I have obtained experience for over 10 years in customer focus environment in banking, insurance, and utility sectors. I am looking for a new challenge where my transferable skills would be appreciated. Experience of leading customer services team and maximising sales and collection. Tracking records of success resolving customer disputes and minimizing overdue accounts. I am very versatile and can adopt new situations very quickly to realize positive outcomes.

Overview

6
6
years of professional experience
3
3
years of post-secondary education

Work History

Debt Collection Agent

Philip&Cohen Associates
Liverpool
04.2024 - 02.2025
  • Perform collection of debts for various clients, reconcile on average 20+ account queries per day
  • Negotiate customer repayments plans, consistently maximizing early payments to reduce debt recovery time
  • Use scripted conversation prompts to convey current account information and obtain payments

Fraud Customer Service Advisor

Santander
Liverpool
08.2022 - 03.2024
  • Use CRM data management to help customers queries related to fraud, scam, and declined payments
  • Receive inbound calls from customer quiring unrecognized transactions related both cards and online banking transfer
  • Providing a service that is second to none to resolve all queries
  • Conduct profile checking to all callers to identify and flag suspicious calls
  • Follow relevant process to block, unblock or refer callers to branch for further verification

Customer Advisor

Ascent Ltd
Manchester
04.2021 - 08.2022
  • Use a Debt Manager system to analyses and process customer data in related debt collection and agreed course of action to collect outstanding balances on behalf of major banks
  • Negotiating payoff deadline or payment plans
  • Identify vulnerable customers an provide relevant help including refer to relevant charities
  • Handling complex queries and complaints
  • Work closely to team manager and process advisor to improve process and systems

Customer Service Advisor

Lloyds Banking
Liverpool
09.2019 - 03.2021
  • Use CRM data management and Ms Word to processing, analyse and review customer information in relation to dispute and fraud claims
  • Receive inbound calls from customer quiring unrecognized transactions related debit and credit cards
  • Conduct investigation related to frequent transactions and follow banking procedure to resolve the claims

Contact Centre Advisor

The Claims Guys
Manchester
02.2019 - 05.2019
  • Use CRM data management and Ms Word to processing, analyse and review customer information in relation to PPI claims
  • Contact customers via email, telephone, and SMS texts to respond to queries or notify updates and investigation results in relation to high water bills

Education

BA Hons - Accountancy & Finance

Birmingham City University
Birmingham
09.2005 - 02.2009

Skills

  • Team Leadership
  • Sales Organization
  • Customer Journey Mapping
  • In-house Software Proficiency
  • Microsoft Office Suite
  • Productivity Management
  • Documentation Skills
  • Data Confidentiality
  • Report Preparation
  • Negotiation
  • Dispute Management
  • Complaint Review
  • Client Liaison
  • Training
  • Remote Work Experience

Hobbies and Experiences

  • Watch news and read news papers
  • Light exercise and gym to keep fit and healthy
  • Actively take part in badminton, cycling, football, squash and tennis.

Timeline

Debt Collection Agent

Philip&Cohen Associates
04.2024 - 02.2025

Fraud Customer Service Advisor

Santander
08.2022 - 03.2024

Customer Advisor

Ascent Ltd
04.2021 - 08.2022

Customer Service Advisor

Lloyds Banking
09.2019 - 03.2021

Contact Centre Advisor

The Claims Guys
02.2019 - 05.2019

BA Hons - Accountancy & Finance

Birmingham City University
09.2005 - 02.2009

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