Elizabeth Osborne
Murfreesboro,Tennessee
Summary
Seasoned professional with over 20 years of experience in risk management, customer account leadership, and credit analysis. Proven expertise in implementing effective fraud prevention strategies and closely monitoring financial transactions to mitigate losses. Seeking to leverage a strong background in risk assessment and team training as a Loss Prevention Fraud Analyst. Service-oriented professional with a solid track record of enhancing customer satisfaction and operational efficiency. Known for promptly resolving issues, fostering team collaboration, and adapting to changing requirements. Skilled in problem-solving, communication, and multitasking to consistently deliver exceptional results. Highly dependable and committed to achieving high standards in service delivery.
Overview
26
26
years of professional experience
Work History
Service Specialist II - Service Division
Edward Jones
09.2023 - Current
- Address a multitude of phone calls and written requests, ensuring customer and team contentment
- Partner with training personnel to improve service delivery skills
- Provide exceptional service focused on resolving issues within a single interaction
- Continuously develop knowledge in designated areas of responsibility
- Uphold a secure and private remote work setting to protect client confidentiality
Customer Account Team Lead
American Honda Finance Corporation
10.2018 - 09.2022
- Implemented risk management strategies, successfully reducing financial loss and ensuring compliance with company policies and procedures
- Directed training initiatives for team members, fostering skill development and improving customer issue resolution efficiency
- Nurtured a positive team environment through innovative, performance-based activities, enhancing morale and promoting healthy competition
- Streamlined inter-departmental communication, managed scheduling conflicts, and effectively resolved escalated customer complaints
Senior/Mid Collections Representative
American Honda Finance Corporation
11.2016 - 10.2018
- Offered high-quality customer service with a focus on problem-solving and query resolution, leading to an improved rate of collections
- Successfully retained customers by efficiently restructuring payment plans, while also ensuring accurate and prompt processing of account updates and transactions
- Conducted risk assessments on customer accounts and negotiated payment arrangements, effectively reducing account delinquency and establishing eligibility for contract term modifications
Early Collections Representative
American Honda Finance Corporation
09.2016 - 11.2016
- Streamlined the collection process on past-due accounts, effectively minimizing the company's risk exposure and financial losses
- Coordinated team productivity, implemented follow-up procedures, and successfully traced elusive customers, thereby improving operational efficiency and account recovery
Senior Customer Service Representative
American Honda Finance Corporation
08.2006 - 09.2016
- Fielded customer inquiries and effectively resolved issues, delivering top-tier customer service
- Accurately and promptly processed correspondence, including parking ticket processing, early lease terminations, and state re-registrations
- Excelled as a Subject Matter Expert, providing comprehensive support to fellow associates and facilitating advanced training for new hires
- Handled escalated calls with professionalism, maintaining strict adherence to compliance policies while ensuring customer satisfaction
Credit Analyst
MBNA/Bank of America
09.1998 - 06.2006
- Conducted comprehensive financial investigations to assess the creditworthiness of new and existing customers, delivering informed recommendations for credit limit assignments
- Utilized Experian reporting tools and credit reference inquiries to evaluate customer financial data, optimizing the accuracy of credit decisions
- Identified potential risk indicators and provided strategic advice to management, enhancing compliance with company policies and procedures
- Reviewed and maintained credit applications, making pivotal decisions in accordance with company guidelines and effectively communicating these decisions to clients
Education
College Preparatory -
Willingboro High School
Willingboro, NJ06.1985
Skills
- Account Management
- Critical Thinking
- Customer Satisfaction
- Leadership Training
- Customer Relationship Management (CRM)
- Skilled Multi-Tasker
- Problem-Solving
- Priority Management
- Communication
- Communication Skills
- Analytical Skills
- Risk Mitigation
- Attention to detail
- Cross-functional coordination
- Customer relationship management (CRM)
- Team oriented
Timeline
Service Specialist II - Service Division
Edward Jones
09.2023 - Current
Customer Account Team Lead
American Honda Finance Corporation
10.2018 - 09.2022
Senior/Mid Collections Representative
American Honda Finance Corporation
11.2016 - 10.2018
Early Collections Representative
American Honda Finance Corporation
09.2016 - 11.2016
Senior Customer Service Representative
American Honda Finance Corporation
08.2006 - 09.2016
Credit Analyst
MBNA/Bank of America
09.1998 - 06.2006
College Preparatory -
Willingboro High School
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