Tamara Tami Tolson
Fredericksburg
Summary
Experienced recovery coordinator with a solid background in collections/recoveries in the financial industry. Proficient in building customer relationships to support, negotiate, and empathize with individuals in different circumstances. Excellent at communicating and collaborating across departments, analyzing and investigating ongoing collections efforts for pre-charged off loans and charged off credit cards. Consistently achieves goals, reduces risk, maintains customer relationships, and complies with requirements and regulations.
Seasoned Collections Coordinator bringing comprehensive understanding of credit and collections procedures. Background includes managing high-volume accounts, maintaining customer relationships and resolving complex issues with professionalism. Strengths include exceptional negotiation skills, strong analytical abilities and deep understanding of regulatory compliance protocols. Previous roles have resulted in improved collection efficiency through streamlining processes and implementing innovative strategies to reduce delinquency rates.
Overview
26
26
years of professional experience
Work History
Insurance Verification Specialist
Mary Washington Healthcare
Fredericksburg
01.2024 - Current
- Assisted patients with understanding personalized insurance coverage and benefits.
- Achieved insurance pre-authorizations to enable timely patient procedures.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
Senior Inbound Recoveries Coordinator
Capital One
Fredericksburg
08.2021 - 06.2022
- Partner with customers to get their accounts back on track, taking inbound calls, helping devise creative payment solutions that consider each customer's unique life circumstances
Senior Outbound Recoveries Coordinator
Capital One
Fredericksburg
08.2012 - 07.2021
- Partner with customers to get their accounts back on track, helping devise creative payment solutions that consider each customer's unique life circumstances
- Successfully recovered uncollected debt while maintaining a queue of more than 500 accounts
- Located and identified customers by using various skip tracing systems and tools
- (Lexis-Nexis, Credit Browser, CBC Innovis, Fast Data
- Maximized recovery of outstanding debts by utilizing persuasive negotiation techniques and maintaining a professional demeanor in all interactions.
Consumer Loans and Lines of Credit
Capital One
Fredericksburg
01.2008 - 08.2012
- Developed customized payment plans for financially distressed clients, assisting them in meeting their obligations while preserving business relationships.
- Maintained strong knowledge of industry trends and best practices in collections, staying current with changes to legislation or regulatory requirements affecting the field.
- Negotiated settlements with delinquent account holders, securing favorable outcomes for both parties and reducing overall writeoffs.
Account Manager Team
Capital One
Fredericksburg
01.2006 - 01.2012
- Managed client relationships to ensure satisfaction and retention.
- Enhanced service offerings with regular feedback sessions to identify areas for improvement.
- Increased client satisfaction by cultivating strong relationships and understanding client needs.
- Resolved complex customer issues by implementing structured escalation protocols.
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
Account Supervisor Team
Capital One
01.2003 - 01.2006
- Resolved conflicts between clients and internal teams, fostering a positive working environment focused on collaboration.
- Coordinated with creative teams to develop innovative advertising campaigns that exceeded client expectations.
- Managed high-priority accounts with exceptional attention-to-detail and commitment to achieving desired outcomes.
- Collaborated and partnered with creative teams and strategists to lead team to greatness on every at-bat with thinking and creative work constantly exceeding client expectations.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
Customer Service Representative
Capital One
Fredericksburg
01.2000 - 01.2003
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers with account inquiries and service-related questions.
Education
Diploma - Business
Courtland High School
Fredericksburg, VASkills
- Customer Relationship Management
- Effective Communications
- Negotiation
- Conflict Resolution
- Collections
- Customer Service
- Investigation
- Credit Analysis
- Debt recovery expertise
Accomplishments
- Trained more than 100 associates over 3 separate trips to Canada.
- Promoted to the Senior Risk Team three months after starting collections. This is a team of the the top 12 collectors in the department
- Promoted to the High Value Risk Team in recoveries department.
Timeline
Insurance Verification Specialist
Mary Washington Healthcare
01.2024 - Current
Senior Inbound Recoveries Coordinator
Capital One
08.2021 - 06.2022
Senior Outbound Recoveries Coordinator
Capital One
08.2012 - 07.2021
Consumer Loans and Lines of Credit
Capital One
01.2008 - 08.2012
Account Manager Team
Capital One
01.2006 - 01.2012
Account Supervisor Team
Capital One
01.2003 - 01.2006
Customer Service Representative
Capital One
01.2000 - 01.2003
Diploma - Business
Courtland High School