WANDA BROWN
Raleigh
Summary
Highly experienced Customer and Collections Specialist with over 9 years of progressive experience in banking and financial services. Proven ability to resolve complex customer issues, negotiate payment solutions, and navigate multiple systems efficiently. Excellent communication, problem-solving, and multitasking skills. Passionate about helping customers make smarter financial decisions and supporting organizational growth with professionalism and integrity.
Overview
14
14
years of professional experience
Work History
Collections Specialist
Wells Fargo Bank
Raleigh
01.2019 - Current
- Manage high-volume inbound and outbound customer calls related to delinquent accounts while maintaining a positive customer experience.
- Successfully negotiate payment arrangements and settlements while adhering to compliance regulations and internal policies.
- Use advanced systems (including proprietary collections software and Microsoft Office tools) to track account histories and resolve discrepancies.
- Collaborate with internal departments including fraud, compliance, and customer support to address complex account issues.
- Consistently exceed monthly recovery goals and receive recognition for top-tier performance and customer retention.
- Maintain accurate documentation and logs, ensuring full compliance with FDCPA and banking guidelines.
Collections & Recovery Representative
First Citizens Bank
Raleigh
06.2015 - 12.2018
- Provided exceptional support to customers with past-due accounts by analyzing payment histories and offering repayment strategies.
- Navigated multiple systems to update accounts, document conversations, and initiate payment or dispute resolution processes.
- Delivered empathetic customer service to de-escalate complaints and improve repayment outcomes, often turning negative experiences into positive resolutions.
- Partnered with legal and risk management teams to assess account status and determine next steps (including charge-off or escalation).
- Handled sensitive customer data with care, strictly following privacy and regulatory guidelines.
Customer Support Specialist
Conduent - Contract for Bank of America
Raleigh
05.2011 - 05.2015
- Acted as the first point of contact for customers needing support with online banking, fraud investigations, and account updates.
- Resolved technical and account-related issues using multiple systems including CRM and internal tools, often under strict time limits.
- Identified patterns of fraud and escalated suspicious activity for further review, helping prevent financial losses.
- Received quarterly recognition for maintaining high call resolution and customer satisfaction scores.
- Provided backup support for email correspondence, helping resolve ticketed inquiries efficiently and professionally.
Education
Associates of Science - Health Information Management
DeVry University
Naperville, IL01.2020
Skills
- Microsoft Office Suite (Word, Excel, Outlook)
- CRM and Collections Management Systems (eg, Fiserv, LiveVox, E-Oscar)
- Data Entry & Documentation
- Secure Account Handling
- Multi-System Navigation
- Conflict Resolution & Negotiation
- Fraud & Dispute Management
- Regulatory Compliance (FDCPA, HIPAA)
- Empathetic Customer Communication
- Time Management & Multitasking
- Detail-Oriented Documentation
Timeline
Collections Specialist
Wells Fargo Bank
01.2019 - Current
Collections & Recovery Representative
First Citizens Bank
06.2015 - 12.2018
Customer Support Specialist
Conduent - Contract for Bank of America
05.2011 - 05.2015
Associates of Science - Health Information Management
DeVry University