Danielle Jones
Birmingham
Summary
Dynamic Client Service Lead with extensive experience at PNC Bank, excelling in account negotiation and team training. Proven track record of achieving a 90-95% quality assurance score while preparing accurate documentation and guiding new hires. Adept at delivering exceptional customer service and fostering team collaboration to drive results.
Overview
19
19
years of professional experience
Work History
Client Service Lead
PNC Bank
Birmingham
01.2021 - Current
- Prepared and reviewed all final modification documents, ensuring accuracy and completeness.
- Negotiate settlements of accounts and payment arrangements within corporate guidelines.
- Provided ongoing support and guidance to new hires on company policies and core job functions.
- Prepared and filed 50+ proofs of claim electronically for bankruptcy cases.
- Ensured compliance with court filing requirements and deadlines for proofs of claim.
- Collection of delinquent accounts.
- Consistently maintaining 90-95% quality assurance score based on monitored calls for over a year.
- Ensured management reports were accurate.
Client Service Representative III
BBVA Compass Bank
Birmingham
01.2009 - 01.2021
- Collaborated with lending teams to input and transfer accurate loan data into Laser Pro, Alnova and Client Vista.
- Analyzed borrower financial documents (tax returns, bank statement and credit report) to determine eligibility on Indirect and direct loans for modification programs.
- Evaluated hardship cases and structured sustainable repayment plans to mitigate losses and prevent foreclosure.
- Conduct extensive research on customer accounts utilizing skip tracing tool (Google and Alnova).
- Facilitate customer solutions to resolve short-term financial hardship issues by helping over 100 customers by reducing the payment amount on an average of $200 per customer to prevent foreclosure.
- Managed a high-volume queue of 50-80 daily inbound and outbound collections of calls to negotiate payments and resolve account issues.
- Perform tasks in compliance with credit laws, privacy laws, and banking regulations such as (Consumer Financial Protection Bureau).
- Negotiate settlements of accounts and payment arrangements within corporate guidelines.
- Utilize computer-based systems (C-Net, TSYS1/2 and CACS).
- Update reports for Management.
- Collection of delinquent accounts.
- Consistently achieve collection goals.
- Prepare reports for Management.
- Training of new employees.
- Handle complaints/issues.
Collection Specialist
Venturi Staffing
Birmingham
01.2008 - 01.2009
- Collection of delinquent accounts.
- Skip tracing through electronic search engines.
- Handle complaint calls.
- Training for new employees.
- Successfully obtain delinquency numbers while maintaining a leadership role among peers.
Collection Representative
Amsher
Homewood
01.2007 - 01.2008
- Collection of delinquent accounts.
- Handled customer complaints.
- Consistent in attaining goals.
Education
Nursing Major -
Jefferson State Community College
Birmingham, AL01.2005
Diploma -
Huffman High School
Birmingham, AL01.2000
Skills
- Document preparation
- Account negotiation
- Loan processing
- Team training
- Customer service
- Call center operations
- Team building
Timeline
Client Service Lead
PNC Bank
01.2021 - Current
Client Service Representative III
BBVA Compass Bank
01.2009 - 01.2021
Collection Specialist
Venturi Staffing
01.2008 - 01.2009
Collection Representative
Amsher
01.2007 - 01.2008
Nursing Major -
Jefferson State Community College
Diploma -
Huffman High School