Heather Roland
Omaha
Summary
High-performing Collections Analyst recognized for exceptional productivity and effective task management. Skilled in negotiation and conflict resolution, fostering positive customer relationships. Adept at applying communication and empathy to resolve issues beneficially for both clients and the organization. Focused on professionalism and integrity in all dealings.
Overview
20
20
years of professional experience
Work History
Litigation Specialist
BMO Bank, N.A.
Omaha
02.2023 - 07.2025
- Collaborated in the review & evaluation of delinquent, high risk, or written-off accounts for possible collections opportunities.
- Followed documented policies & procedures to execute transactions, activities & processes for the resolution of non-performing & high-risk accounts.
- Developed rapport with clients to develop credibility & earn their trust as relationship manager.
- Analyzed data & information to provide insights & recommendations or referred to appropriate internal business groups to achieve a resolution.
- Organized work information to ensure accuracy & completeness whilst establishing expertise with colleagues as a key support contact/resource/coach with proficiency & tools to assist department in achieving goals.
- Supported continuous improvement initiatives by identifying & implementing changes to make processes more effective & efficient.
Credit Card Collections Analyst
Bank of the West (BOTW)
Omaha
10.2015 - 02.2023
- Managed multiple aspects of collections consumer credit card portfolio including but not limited to settlements, payment assistance programs, both manual & automatic charge offs, processing & closure of bankruptcy & deceased accounts, secured card offsets, return mail all whilst being available to assist reps with questions.
- Completed monthly managerial reporting + charge off projections expected by months end.
- Was responsible for maintaining 2-3 group Outlook mailboxes daily.
- Collaborated across multiple internal departments on special projects & on day-to-day operations.
- Worked with third party credit counseling companies.
- Assisted with training & coaching reps for credit card collections portfolio.
- Trained multiple people to my role as this position consisted of a 2–3-person team on average.
- Was a major contributor in building & managing COVID assistance programs along with company onboarding during BOTW-BMO acquisition.
- Started position through a temp agency as a Consumer Collections Representative: Answered in & outbound calls on Noble dialer system, working with customers to keep their accounts current & provide immediate problem recognition & resolution to help avoid serious delinquency.
- Portfolio included both consumer loans/leases/lines of credit & personal credit card accounts.
- Utilized multiple systems to inform & educate customers about the specific requirements of their banking product & completing customer requests.
- Ensured consistent adherence to federal banking regulations & internal company policies regarding handling protected information & other sensitive data.
- Maintained an average QA score of 99.44%.
- Received Employee of the Month award + repeatedly meet KPI expectations with an “Above Expectations” rating.
- Was considered a SME (Subject Matter Expert) by managements standards & regularly assisted with rep questions while on the call floor.
Prescription Benefits Specialist
West/Alorica
Omaha
09.2011 - 07.2015
- Answered inbound calls to assist members with concerns, questions, or requests.
- Assisted with prescription refills & renewals, billing, medication pricing & coverage, benefit questions, & transferring resources.
- Researched member accounts & conducted outbound calls to verify information & reviewing prescription options.
- During this time a temporary Quality Assurance position was also held in which I reviewed & scored agent calls to ensure client expectations were met on the handling of specialty medications.
- Received highest level of recognition program for outstanding work with customers & peers.
- Was considered a SME (Subject Matter Expert) by managements standards & regularly assisted with rep questions while on the call floor.
- Ensured consistent adherence to HIPAA regulations & internal company policies regarding handling protected health information (PHI) & other sensitive data.
Store Manager
Godfather's Pizza
Omaha
03.2005 - 11.2009
- Started as crew member, was trained to rotate into all crew positions available, then promoted to supervisor, then assistant manager, then store manager.
- Managed inventory, truck ordering, employee training, scheduling & reviews, bookkeeping including cash register & store safe count outs, bank deposits along with every crew member responsibility & also delegating said duties to staff.
- Regularly worked with corporate & other district stores to collaborate on projects/needs & provide monthly/quarterly store reporting.
- Handled employee & customer relations to ensure a comfortable workplace & dining experience.
Training Assistant
Werner Enterprises
Omaha
06.2006 - 05.2007
- Organized & handled all student driver & co-driver payroll & bonuses.
- Created & maintained extensive reports.
- Entered employee data into computer software programs.
- Performed daily mail run; collected, separated, & delivered department mail.
Education
High School Diploma -
Millard South High School
Omaha, NE05-2003
Some College (No Degree) - General Studies
Metropolitan Community College
Omaha, NESkills
- 10-key proficiency
- Data entry accuracy
- Analytical thinking
- Ethical decision-making
- Call center operations
- Call flow management
- Policy compliance
- Confidential data handling
- Complaint resolution
- Data documentation
- De-escalation techniques
- Organizational skills
- Fraud prevention
- Independent research
- Problem-solving skills
- Microsoft Office proficiency
- Training facilitation
- Coaching conversations
- Procedure development
- Quality assurance documentation
- Curriculum instruction techniques
- Collections strategy
References
References available upon request.
Timeline
Litigation Specialist
BMO Bank, N.A.
02.2023 - 07.2025
Credit Card Collections Analyst
Bank of the West (BOTW)
10.2015 - 02.2023
Prescription Benefits Specialist
West/Alorica
09.2011 - 07.2015
Training Assistant
Werner Enterprises
06.2006 - 05.2007
Store Manager
Godfather's Pizza
03.2005 - 11.2009
High School Diploma -
Millard South High School
Some College (No Degree) - General Studies
Metropolitan Community College