BRYAN J BROWN
Phoenix,AZ
Summary
Results-driven account management professional with expertise in reducing loan loss and enhancing customer satisfaction. Skilled at negotiating payment plans and resolving disputes, ensuring compliance with financial agreements. Dedicated to leveraging strategic insights to meet both client and company objectives.
Overview
25
25
years of professional experience
Work History
Collection Representative
JP Morgan Chase
Tempe, AZ
10.2024 - Current
- Minimized loan loss by providing tailored payment solutions to cardholders. Responded to inbound service calls in a fast-paced, high-volume call center Contacted concerned customers to obtain feedback in an effort to better serve them
- Engaged with clients to address and resolve outstanding balances and disputes. to resolve outstanding balances and disputes.
- Oversaw management of customer accounts to ensure compliance with payment plans. and payment plans for delinquent accounts.
- Utilized collection software to track and document customer interactions.
Land surveyors
Coe & Van Loo Consultants Inc.
Phoenix, AZ
09.2023 - 08.2024
- Conducted land surveys using GPS and total stations for accurate plot delineation.
- Utilized complex equipment to gather accurate data on property's land, including shape, contour, topography, boundaries, and existing structures. Translated construction plans into physical reference points on ground, marking exact locations for structures. Conducted elevation and grading construction staking for features such as buildings, roads, and utilities.
- Collaborated with engineers to prepare site plans and construction drawings.
- Analyzed survey data to create detailed reports for project stakeholders.
Customer Service Representative
Homesite
Phoenix, AZ
01.2020 - 02.2023
- Provided exceptional customer service through various communication channels.
- Resolved customer inquiries and complaints efficiently and effectively.
- Collaborated with team members to enhance service delivery processes.
- Evaluated and underwrote new and renewal services to ensure appropriate coverage and pricing. Analyze risk and determine appropriate coverage and pricing. Facilitated timely processing of policy extension requests to enhance customer satisfaction. Responded to inbound service calls in a fast-paced, high-volume call center. Developed and executed company relations and promotional campaigns to strengthen customer engagement.
Collection Representative
Empereon Constar
Phoenix, AZ
05.2019 - 01.2020
- Managed collections processes for delinquent accounts to ensure timely resolution.
- Communicated directly with customers to negotiate payment plans and settle debts.
- Analyzed customer accounts to identify patterns and recommend appropriate actions.
- Assisted auto owners with payment solutions and programs, contributing to reduction of loan loss. Responded to inbound service calls in a fast-paced, high-volume call center and Contacted concerned customers to gather feedback, enhancing service quality and customer satisfaction. Customer-oriented, developed and executed company relations and promotional campaigns
Customer Service Representative
Convergys
Phoenix, AZ
10.2018 - 04.2019
- Assisted customers with payment solutions and programs, contributing to reduced loan loss risk. Handled inbound service calls in fast-paced, high-volume call center, ensuring timely support to customers. Contacted customers to gather feedback, enhancing service delivery based on their concerns. Customer-oriented, developed and executed company relations and promotional campaigns
- Addressed customer inquiries and resolved issues promptly.
- Worked with team members to improve customer service processes.
- Processed policy changes and updates efficiently for clients.
Collection Representative home lending
JP Morgan Chase
Tempe, AZ
11.2009 - 01.2012
- Assisted home owners with payment solutions and programs, contributing to loan loss mitigation. Handled inbound service calls in fast-paced, high-volume call center, ensuring customer satisfaction. Contacted customers to gather feedback, enhancing service delivery and customer relations. Focused on understanding customer needs and preferences. developed and executed company relations and promotional campaigns.
- Managed customer accounts to ensure timely payment of outstanding balances.
- Facilitated communication with clients to resolve billing disputes effectively.
- Analyzed account information to identify patterns in payment behavior.
Collection Representative
JP Morgan Chase
Tempe, AZ
11.2001 - 09.2004
- Minimized loan loss by assisting cardholders with payment solutions, performing skip searches to locate cardholders, and facilitating ccca filing and settlements. Handled inbound service calls in a fast-paced, high-volume call center. Contacted concerned customers to obtain feedback in an effort to better serve them. Developed and executed company relations and promotional campaigns to enhance customer orientation. Recognized in million dollar club for exceptional sales performance; ranked 1 of 3 out of 1000 employees.
- Managed inbound and outbound collections calls for customer accounts.
- Coordinated payment arrangements with customers to resolve outstanding balances.
- Analyzed account status to determine appropriate collection strategies.
Education
Associate of Science - Personal Computer/ Network Technology
AL Collins Graphic Design School
Phoenix, AZ04-2000
Master of Science - Recording Program
Conservatory of Recording Art & Science
Phoenix, AZ01-1999
Skills
- Payment solutions
- Customer engagement
- Compliance monitoring
- Negotiation skills
- Collection agency relations
- Payment acceptance
- Credit and collections
- Mortgage banking and analysis
- Collections strategy
- Collection software
- Dispute resolution
- Outbound calling
- Teamwork orientation
- Customer retention
- Compliance adherence
Timeline
Collection Representative
JP Morgan Chase
10.2024 - Current
Land surveyors
Coe & Van Loo Consultants Inc.
09.2023 - 08.2024
Customer Service Representative
Homesite
01.2020 - 02.2023
Collection Representative
Empereon Constar
05.2019 - 01.2020
Customer Service Representative
Convergys
10.2018 - 04.2019
Collection Representative home lending
JP Morgan Chase
11.2009 - 01.2012
Collection Representative
JP Morgan Chase
11.2001 - 09.2004
Associate of Science - Personal Computer/ Network Technology
AL Collins Graphic Design School
Master of Science - Recording Program
Conservatory of Recording Art & Science