Mike Nelson

Strategic Collections Specialist with nearly two decades of experience leading delinquency management, payment negotiations, and complex dispute resolution. Expert in executing effective recovery strategies while ensuring strict compliance with industry regulations, including the FDCPA. Recognized for leveraging a customer-centric approach to de-escalate conflicts and foster long-term client rapport.

Proven ability to optimize cash flow, consistently surpass recovery objectives, and streamline operations using advanced financial software.

Professional Bill Collector - National Credit Recovery Inc.

(2017-11)

• Utilize collection software to track payment statuses and update account details as necessary.
• Perform regular account reviews to identify high-risk accounts and prioritize collections efforts.
• Communicate directly with clients via phone, email, or written correspondence to discuss overdue balances and negotiate payment arrangements.
• Offer customized payment plans to clients based on their financial situation while ensuring timely resolution of accounts.
• Maintain a professional and empathetic approach to client interactions, de-escalating difficult situations and fostering positive relationships.
• Ensure all collection practices comply with the Fair Debt Collection Practices Act (FDCPA) and other relevant state or federal regulations.
• Manage a portfolio of delinquent accounts, ensuring timely follow-up on overdue payments and maintaining accurate account records.
• Consistently meet or exceed individual and team collection goals and targets, contributing to the overall financial health of the company.
• Collaborate with other team members to share best practices and improve collection strategies.
• Assist in training and mentoring new hires or junior collectors to ensure team success.
• Utilized skip tracing tools and techniques to locate clients with missing contact information, increasing collection opportunities for difficult-to-reach accounts.
• Successfully collected over $2 million annually in Canadian purchase paper, consistently meeting or exceeding recovery targets while maintaining compliance with all relevant financial regulations. (Canaccede)

Professional Bill Collector - Northstar Location Services

(2012-06 - 2017-11)

• Manage a high-volume portfolio of delinquent accounts, ensuring timely follow-up and resolution of outstanding balances.
• Utilize company software to track accounts, document client interactions, and update payment statuses accurately.
• Perform outbound calls and send written correspondence to clients regarding overdue balances, payment arrangements, and settlement offers.
• Communicate directly with clients via phone, email, or written correspondence to discuss overdue balances and negotiate payment arrangements.
• Maintain a professional and empathetic approach to client interactions, de-escalating difficult situations and fostering positive relationships.
• Ensure all collection practices comply with the Fair Debt Collection Practices Act (FDCPA) and other relevant state or federal regulations.
• Collecting private sector student loans - sallie mae
• Investigate and resolve client disputes related to billing discrepancies, charges, or payments by analyzing account histories and providing clear explanations.
• Utilized skip tracing tools and techniques to locate clients with missing contact information, increasing collection opportunities for difficult-to-reach accounts.

Professional Bill Collector - Creditors Interchange

(2006 - 2012)

• Managed a high volume of delinquent accounts, ensuring timely follow-up through phone calls, emails, and written communications to recover outstanding balances.
• Monitored account status and updated payment information in real-time, ensuring accuracy and compliance with company procedures.
• Initiated contact with clients to discuss overdue accounts, providing them with clear information on outstanding balances and payment options.
• Negotiated flexible payment terms, settlements, and payment plans tailored to clients' financial capabilities while adhering to company policies and objectives.
• Ensured all collection activities adhered to the Fair Debt Collection Practices Act (FDCPA) and other state and federal regulations, maintaining compliance at all times.
• Addressed client disputes and complaints related to billing discrepancies or payment issues by thoroughly investigating accounts and offering transparent resolutions.
• Consistently met or exceeded individual and team collection goals and recovery targets by implementing effective strategies and maintaining strong customer relationships.
• Accurately documented all communication with clients, including calls, payment promises, disputes, and resolutions, in company systems to maintain up-to-date records.
• Utilized skip tracing tools and techniques to locate clients with missing contact information, increasing collection opportunities for difficult-to-reach accounts.
• Supported and mentored junior team members to enhance their performance and contribute to the team's overall success.

Cashier - Niagara Fallsview Casino - Niagara Falls, ON

(2005 - 2006)

• Proficient in accurately processing cash, credit card, and check transactions.
• Expertise in balancing cash drawers at the beginning and end of shifts to ensure accurate financial records.
• Ability to handle large sums of money, ensuring all transactions are processed with precision and security.
• Strong communication and interpersonal skills, providing exceptional customer service to guests.
• Addressed and resolved customer inquiries, concerns, and complaints with a friendly and professional demeanor.
• Assisted customers in understanding gaming procedures, rewards programs, and payment options, enhancing their experience.
• Skilled in operating POS systems and casino-specific software to process transactions, issue tickets, and handle financial exchanges.
• Reconciled cash register transactions at the close of shifts, ensuring no discrepancies and proper documentation.
• Ensured compliance with gaming laws, responsible gaming policies, and internal security procedures while handling financial transactions.
• Quickly resolved discrepancies or issues with payments, refunds, or guest interactions in a calm, professional manner.
• Collaborated with other cashiers, supervisors, and departments to ensure smooth operations and maintain guest satisfaction.
• Remained vigilant to potential security risks, including counterfeit money, stolen credit cards, or suspicious behavior.

Counter Attendant - Fort Erie Slots - Fort Erie, ON

(2002 - 2005)

• Greet and assist guests in a friendly, professional manner, ensuring they have a positive experience at the casino.
• Accurately handle cash, chips, tickets, or credit transactions for gaming, food, and beverage services.
• Balance cash drawer at the beginning and end of each shift, ensuring accurate records and preventing discrepancies.
• Manage multiple customer requests simultaneously in a busy, high-energy casino setting, maintaining composure under pressure.
• Handle long lines or peak hours efficiently while maintaining a positive attitude and providing quality service.
• Work closely with other counter attendants, casino staff, and supervisors to maintain smooth operations.
• Managed and balanced the main casino bank, ensuring accurate tracking of all cash transactions, chip inventory, and financial exchanges.
• Conducted thorough cash counts at the beginning and end of each shift, verifying the accuracy of funds and ensuring compliance with casino procedures and security protocols.

Law and Security Private Security Diploma - Law and Security - Niagara College (2002-06)

Ontario Secondary School Diploma (OSSD) - Lakeshore Catholic Highschool (2000-06)