Beatrice Jackson-Jenkins
Little Rock,AR
Overview
25
25
years of professional experience
Work History
Peer to Peer Mentor
Ally Servicing
- Perform Duties such as assisted Team Leads in “one on one” coaching, call monitoring and audits. Assisted collectors as needed in resolving delinquent account issues. I conducted Huddles with the 3PPD Skip Team. Informed and provided skip team updates. Created incentive games for lowest gross roll rate for prime and non-prime, top collectors. Perform one on one negotiation evaluations with the team. Review 6 call components with the team, discuss and advise rep of audit scores, KPI reports, Ext reports. Participate in social media interactions (Facebook) with new students during summer break. Maintain regular contact with the team. Work both independently as a mentor with assistance from Team Leaders and other Peer Assistants. Exemplify good interpersonal and communication skills to help peers succeed and I demonstrated leadership potential. I assisted collectors in LEAD core values and adherence to company “Call Models.” I also provided training sessions to assist with these adherences. Attain maximum collections of team while complying with QC and company policies and procedures. Provided positive influences for the team as well as a positive role model. Educated new team members about various resources and tools needed for skip teams such as Lori, Oscar Ease and Microbilt, Carfax and I Repo. Maintain confidentiality with any shared information. Coordinate and facilitate social and educational programs as desired or needed. Complete formal program evaluations. Discuss any mentee concerns with Team Leader. Create team resolutions and strategies to build morale and payment negotiating skills to bring accounts current. Participate in coaching collectors as assigned by Team Leader on audits, KPI and Gross Roll Rate Reports.
Customer Solutions Rep
Ally Servicing
09.2017 - 10.2023
- Perform Duties such as Contact customers via phone, dialer and emails regarding delinquent accounts. I defused emotional customers, explain all appropriate options and the consequences of continued delinquency, bridging techniques and negotiation skills, Provide resolutions via extensions, rewrites, due date changes and payment arrangements to bring account current. Resolve customer debtor situations involving delinquency, repossessions, legal actions, Create workflows for extensions, request help customer letters, cure and delinquent letters, collect and analyze as much information on customers via skip tracing, Genesys, Shaw/Cars, Lexis-Nexis, Fast Data, 411, Google, social media, PDP, etc. Review notes of customer/rep conversations. Appropriate activity codes and document accounts accurately. Update all information such as address change and employment change, Reasons for delinquencies into SHAW. Provide payment methods to customers via Western Union Speedpay, Ally online services and MoneyGram. Adhere to Call Model and OPPM guidelines for compliance and effectiveness.
- Reason for Leaving: Layoff
2PPD Prime Loan and Loss Mitigation
Ally Servicing
08.2013 - 05.2017
- Promoted to Skip Team as Skip Analyst on September 1, 2015. Job description is same in addition to use of following skip tools: Microbilt, Lori, Carfax, Oscar Ease and TLOXP.
- Reason for Leaving: Promoted to Ally Peer Mentor
Customer Service Representative
ICS-First Collection Services
11.2010 - 08.2013
- Perform duties such as exceeding quota of over 10 calls per hour to AT&T/YP customers. Process payments and is top collector of the team for two years. Process adjustments, claims, waive late fee, process delinquent letters, process emails to sales rep, review contracts, assists with sale of product to customers to prevent cancellation. Seek and provide resolution for irate customers to prevent escalations. Skip tracing performed to find customers and businesses who are delinquent.
- Reason for Leaving: Hired/Ally Servicing
Customer Service Claims
Blue Cross Blue Shield of Arkansas
01.1999 - 01.2003
- Performed duties such as processing insurance claims in a timely manner while providing excellent customer service. Prioritized tasks and multitask efficiently. Followed through on assignments. Maintained knowledge of insurance claims processing and customer service. Responded to customer inquiries in a professional manner.
- Reason for Leaving: Married/Out of State
Education
Associate's - Business Administration
Phoenix University
Piano/Voice Performance
Memphis State University
01.1989
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Associates Central High School
Little Rock, Arkansas01.1984
Skills
- I maintain a professional appearance and attitude at all times I have over 10 years of experience in collections/customer service experience and prior administration experience I am a team player and can multitask, be diverse and possess communication and organizational skills I am able to minimize losses; repossession by providing resolutions such as extensions, rewrites, due date changes and payment arrangements to bring account current I am able to calm and negotiate with irate customers to resolve debtor situations, delinquencies, fees owed and credit bureau disputes
Languages
English
Full Professional
Timeline
Customer Solutions Rep
Ally Servicing
09.2017 - 10.2023
2PPD Prime Loan and Loss Mitigation
Ally Servicing
08.2013 - 05.2017
Customer Service Representative
ICS-First Collection Services
11.2010 - 08.2013
Customer Service Claims
Blue Cross Blue Shield of Arkansas
01.1999 - 01.2003
Peer to Peer Mentor
Ally Servicing
Piano/Voice Performance
Memphis State University
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Associates Central High School
Associate's - Business Administration
Phoenix University