Hi, I’m
Jada Black
Atlanta,GA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
years of professional experience
Work History
Stellantis Financial Services
Repossession Specialist
01.2023 - Current
Job overview
- Improved client satisfaction with thorough and prompt communication regarding repossessed assets.
- Implemented new software solutions that increased operational efficiency within the department, leading to faster case resolutions for clients.
- Maintained up-to-date knowledge of industry trends and best practices, enabling effective adjustments to company strategies as needed.
- Established relationships with customers to encourage payment of delinquent accounts.
- Maintained comprehensive records of each repossession case, ensuring accurate and timely updates for clients and management.
- Worked with customer to create debt repayment plan based on current financial condition.
American Credit Acceptance
Senior Collections Specialist
03.2022 - 01.2023
Job overview
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
- Used skip tracing and other techniques to locate debtors.
J.P. Morgan Chase Card Services
Claims Representative
11.2014 - 03.2022
Job overview
- Daily duties include analyzing claims for merchant credits, duplicate claims and to ensure temporary credits have been issued
- Prioritize assigned work daily based on client service level needs.
- Enhanced claim processing efficiency by streamlining workflows and implementing best practices.
- Collaborated with cross-functional teams to expedite complex claims investigations and resolutions.
- Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
- Identified fraudulent claims through thorough investigation and documentation of findings.
J.P. Morgan Chase Card Services
Escalation Specialist
Job overview
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Maintained comprehensive records of all escalated cases, tracking trends and identifying areas for improvement.
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
J.P. Morgan Chase Card Services
Billing Dispute Representative
Job overview
- Improved billing accuracy by reviewing and verifying disputed charges in customer accounts.
- Achieved consistent high-quality scores on performance evaluations by adhering to company standards in resolving billing disputes professionally and courteously.
- Facilitated clear communication with customers to gather necessary information for dispute resolution.
- Provided timely responses to customer inquiries regarding their billing disputes, demonstrating professionalism and empathy.
- Identified recurring issues in the billing process, recommending improvements to prevent future disputes.
- Managed high volume of daily calls to resolve billing issues effectively and efficiently.
- Contributed to the development of improved billing dispute resolution processes, actively participating in team discussions and offering constructive feedback.
Education
Trotwood-Madison High SchoolTrotwood, OH
06.2009
Skills
- Attention to detail
- Customer Service
- De-escalation
- Goal Setting and Achievement
- Teamwork and Collaboration
- Banking Software Proficiency
- Consumer Banking
- Small business operations
- Relationship Building
- Flexible and Adaptable
- Critical Thinking
- Organization and Time Management
Timeline
Repossession Specialist
Stellantis Financial Services
01.2023 - Current
Senior Collections Specialist
American Credit Acceptance
03.2022 - 01.2023
Claims Representative
J.P. Morgan Chase Card Services
11.2014 - 03.2022
Escalation Specialist
J.P. Morgan Chase Card Services
Billing Dispute Representative
J.P. Morgan Chase Card Services