Senior Delinquency Specialist | Account Resolution Lead | Collections Recovery Expert

Jordan Mitchell

Professional Summary

Dedicated Senior Delinquency Specialist with 7+ years of experience in managing delinquency cycles, optimizing recovery strategies, and leading account resolution teams. Proven ability to reduce past-due balances by over 20% year-over-year while ensuring full FDCPA, TCPA, and UDAAP compliance. Skilled in skip tracing, repayment negotiation, CRM management, and mentoring junior specialists to enhance team performance.

Career Objective

Seeking to leverage extensive experience in delinquency management and collections leadership to drive recovery success and compliance excellence in a senior role.

Work Experience

Senior Delinquency Specialist at Midwest Credit Union

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• Led a team of 6 handling high-risk and charge-off-prevention accounts across auto loans and credit lines. • Designed workflows that improved contact rate by 15% through automated dialer segmentation. • Collaborated with legal and repossession units for escalated account interventions. • Mentored and trained junior specialists on recovery scripts and FDCPA protocols.

Delinquency Specialist (Collections Representative II) at First National Bank

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• Monitored daily account queues and managed 100+ inbound/outbound calls daily. • Negotiated payment solutions for borrowers facing job loss or medical hardship. • Decreased non-performing loan ratio from 4.2% to 2.9% on team portfolio. • Managed aging reports, charge-off forecasting, and documentation workflows.

Collections Associate (Account Support Specialist I) at Springfield Credit Partners

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• Processed delinquent payments and resolved billing inquiries for retail credit accounts. • Investigated disputes and coordinated resolutions between finance and customer service. • Maintained 96% accuracy in case note documentation and call coding. • Supported quarterly account clean-up campaigns alongside risk management.

Customer Account Intern  Collections Dept. at LendSure Finance

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• Shadowed senior collections staff and supported inbound call routing for overdue loan accounts. • Updated customer records and created payment status summaries for audit tracking. • Gained foundational knowledge in FDCPA, account classification, and skip tracing.

Education

Associate of Science in Business Administration

Illinois Central College

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Skills

Technical Skills

  • Delinquent account management
  • Charge-off and early-stage delinquency cycle expertise
  • Skip tracing and contact verification
  • Payment plan negotiation
  • Hardship review
  • FDCPA, TCPA, UDAAP compliance
  • Dispute resolution and chargeback analysis

Soft Skills

  • Leadership and mentoring
  • Customer negotiation
  • Problem-solving
  • Communication
  • Attention to detail

Certifications

FDCPA Compliance Training

Negotiation Techniques for Collections Professionals

Call Handling for Delinquent Accounts

ATS Score
85/100
Certifications
75/100
Profile
88/100
Projects
0/100
Work Experience
82/100
Education
70/100
Skills
80/100
Header
85/100
Add more detailed project examples or initiatives to showcase problem-solving and innovation.
Enhance ATS keyword optimization by including terms like 'debt recovery', 'risk mitigation', and 'portfolio management'.
Standardize date formats across all sections for consistency.
Include issuing authorities and credential numbers for certifications to boost credibility.
Make the objective statement more concise and focused on measurable value.
Demonstrated leadership with mentoring and team management experience.
Strong compliance knowledge with FDCPA, TCPA, and UDAAP expertise.
Quantifiable impact on delinquency reduction and recovery process optimization.
Proficiency with multiple industry-standard tools and CRM systems.

Certifications

75%
Certifications are relevant and recent, supporting compliance and negotiation expertise.
Include issuing authorities and consider adding credential IDs if applicable to increase credibility.
Formatting certification dates uniformly would improve professionalism.

Profile

88%
Strong summary with quantifiable achievements and relevant compliance keywords (FDCPA, TCPA, UDAAP).
Profile highlights reinforce key skills and accomplishments effectively.
Minor improvement: streamline the objective to be more concise and focused on value proposition.

Projects

0%
Section missing.

Work Experience

82%
Descriptions include quantifiable metrics (e.g., 15% improvement, 22% delinquency reduction) which enhance impact.
Use consistent bullet point formatting and action verbs to maintain readability.
Add more specific technologies or software used within each role to boost keyword density (e.g., CRM platform names).

Education

70%
Education section is present with degree and institution, but lacks start date and GPA which may be relevant.
Adding relevant coursework or honors could strengthen this section.
Consider formatting dates uniformly (e.g., month and year) for consistency.

Skills

80%
Good mix of hard skills, soft skills, and tools relevant to collections and delinquency management.
Consider integrating more industry-specific keywords such as 'debt recovery', 'risk mitigation', or 'portfolio management' to improve ATS hits.
Format tools and skills in a single section or clearly separated sections for better ATS parsing.

Header

85%
Header includes clear name, professional headline with relevant keywords, and contact information.
Consider adding a LinkedIn URL in a standard format (e.g., full URL as a clickable link) to improve ATS parsing.