Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Nikki L. Jones

Sun City,AZ

Summary

Proven leader in the financial sector, adept at legal compliance and delinquent account management, with a track record of enhancing collections strategies at TD Bank. Excelled in client communication, leveraging exceptional negotiation skills to recover revenue and achieve a 70% close ratio. Recognized for precision and policy interpretation, consistently exceeding performance goals.

Overview

25
25
years of professional experience

Work History

Collections Agent

TD Bank
Phoenix, AZ
11.2023 - Current
  • Recorded information about customers' financial status and collections status efforts.
  • Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Developed and maintained strong relationships with clients to facilitate payment collections.
  • Contacted customers with delinquent accounts to solicit payment.
  • Resolved complex issues that arose during the collections process.
  • Resolved billing discrepancies and customer credit issues.
  • Ensured compliance with federal and state collections laws and regulations.
  • Developed collection methods to achieve or exceed company financial goals.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Utilized skip tracing techniques including phone calls, internet searches and databases.
  • Recovered lost revenue by persistently reaching out to customers with past due accounts.
  • Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
  • Processed payments over phone and set up recurring drafts.

Client Communications Specialist / Escrow Specialist

ROCKET MORTGAGE / QUICKEN LOANS
03.2021 - Current
  • Facilitating high call volumes and persuading clients on goods, products, and services
  • Production driven and a leader with several performance awards
  • Performs inbound and outbound calls, participates in training weekly, trains other associates on retention and salesmanship
  • Filter leads on behalf of company clients
  • Educate clients on the breakdown of Escrow and how and why it works, establish escrow accounts, and calculate escrow accounts
  • This position is high energy, success and production driven, and high attention to detail
  • Microsoft and Black Knight software, MLS software, Lexis Nexis software, Microsoft word and Excel software
  • Excellent Phone, organizational, and customer service skills and go getter attitude

Founder, CO - owner and operator

ZENCREDIT RESOLUTIONS
11.2017 - 11.2021
  • Own and operate an attorney assisted credit repair agency
  • Use of Credit law and Consumer law to dispute legally Nationwide with client credit
  • Business development, management and advertising
  • All aspects of running a successful business
  • Work closely with SBDC for establishing business credit
  • Active use and knowledge of FDCPA, FCRA, FCCA, Credit Card act of 2009, TCPA, TSR
  • Knowledge of e-Oscar codes and responses, Metro 2, and Factual data challenges and responses

Senior Collection Agent

DISCOVER FINANCIAL
06.2019 - 03.2021
  • Duties include adhering to a strict standard of conduct
  • To follow all rules and practices when calling different card members in different states
  • Includes but not limited to making payment arrangements, collecting payments, setting up payment plans, negotiating payment plans and enrolling individuals in a direct pay program at which I am continuously, most often number one in our entire department, for
  • Also determining which people to transfer individuals to, based upon their individual needs
  • Uses computer programs, math, cognitive reasoning, and exceptional customer service skills
  • Received several awards and recognitions in my role at Discover

CEO-Owner

ELITE CREDIT SOLUTIONS
09.2010 - 12.2015
  • Attorney assisted credit repair agency, using the affectivity and implementation of applied law
  • Repair credit for assorted brokers including bankers, mortgage loan officer, underwriters, real estate agents, and bankruptcy, real estate, tax, and divorce attorneys
  • Responsible for the success of daily operations including but not limited to accounting, bookkeeping; sales; hiring and termination of employees; production of work; disputing credit; research of cases; marketing and advertising and networking, as well as many other credits
  • Successes include closing 152 loans last year for people who were not deemed credit worthy, making ECS have a 70% close ratio, and being a 8/10 closer
  • Accomplishments include various features in magazines, and newspapers, and blogs and radio programs
  • Guest speaker for Women’s council of realtor’s convention in Orlando in 2011, Speaker for Keller Williams and Century 21 real estate offices, Temple Terrace housing alliance and Tampa HUD and more, as well as a processor for two other credit repair agencies
  • Job titles include disputer, researcher, analyst, credit counselor, debt settler, collector and public speaker and motivator at many real estate, housing and banking and financial functions
  • Taught two guest courses at Durant high school and Hillsborough High School
  • Recognized in 2012 by Governor Rick Scott for contributions specifically to our military communities in Florida
  • Have a strong working knowledge of Credit, consumer real estate law and sales
  • Indirect experience with the FTC and the Consumer Protection Bureau
  • Learned about FCCA, and FDCPA while in operation

Disputer / Debt Settler

NATIONAL CREDIT FEDERATION
01.2010 - 09.2010
  • Set up and disputed credit for individuals all over the nation using credit program Dispute Suite
  • Also did Debt Settlement as well; involved evaluating credit and reading credit responses to determine the best response for disputes that were received here
  • Learned about FCRA while employed here

Collection Specialist

PARASERVICES
01.2000 - 05.2009
  • Prepared and filed and documented collection cases for owner, including medical, auto, credit card, rental property and some educational collections
  • Did NFIB, Skip tracing, and much more
  • Used Accurint and Lexis Nexis to skip trace
  • Learned FDCPA here to remain in compliance with all collection agency laws state and federal
  • Learned about disclosure and much more

Education

State Law Course -

Whittier College
Los Angeles, CA
05.2017

Grant Writing Certification -

Indiana Wesleyan University
Marion, IN
01.2007

Business -

Ivy Technical Institute
Marion, IN
01.1996

Marketing and Advertising -

City Colleges of Chicago
Baumholder, Germany
01.1992

Banking and Finance -

Ball State University
Muncie, IN
01.1986

Social Work -

Vincennes University
Vincennes, IN
01.1986

Skills

  • Billing and collections best practices
  • Fair debt practices
  • Delinquent account management
  • Collections regulatory guidelines
  • Mortgage banking
  • Legal compliance
  • Policy interpretation
  • Document review
  • Accuracy and precision
  • Tax calculation

Affiliations

  • Officer for Veterans are Foundation
  • Board member/Officer for Liberty Manor Veterans
  • Board member American Ideals Veterans
  • Secretary/Treasurer for BNI Prosperity in Action
  • Volunteer at Crossing Church
  • Volunteer for New Beginnings Tampa
  • Volunteer for American Red Cross
  • Volunteer for the USO in Germany
  • Notary in Indiana
  • Molly Pitcher Recipient, Baumholder, Germany
  • Member of Phoenix Metro Chamber of Commerce
  • Member of Southwest Chamber of Commerce
  • Member of Glendale Chamber of Commerce
  • Member of Network Surprise

Timeline

Collections Agent

TD Bank
11.2023 - Current

Client Communications Specialist / Escrow Specialist

ROCKET MORTGAGE / QUICKEN LOANS
03.2021 - Current

Senior Collection Agent

DISCOVER FINANCIAL
06.2019 - 03.2021

Founder, CO - owner and operator

ZENCREDIT RESOLUTIONS
11.2017 - 11.2021

CEO-Owner

ELITE CREDIT SOLUTIONS
09.2010 - 12.2015

Disputer / Debt Settler

NATIONAL CREDIT FEDERATION
01.2010 - 09.2010

Collection Specialist

PARASERVICES
01.2000 - 05.2009

State Law Course -

Whittier College

Grant Writing Certification -

Indiana Wesleyan University

Business -

Ivy Technical Institute

Marketing and Advertising -

City Colleges of Chicago

Banking and Finance -

Ball State University

Social Work -

Vincennes University

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Nikki L. Jones