Joslyn Walton
Chicago,IL
Summary
Senior Escalated Complaint Specialist with the demonstrated ability to negotiate, research, and communicate effectively both verbally and in writing. Ability to work multiple complex and high priority complaints that directly impact the organization. Strong organizational skills, ability to think strategically, and react quickly to internal and external needs.
Overview
17
17
years of professional experience
Work History
Senior Escalated Complaint Specialist
Enova International Inc.
Chicago, IL
07.2018 - Current
- Determined complaint status and negotiated to reach reasonable settlements or denials
- Responsible for handling incoming and outgoing regulatory correspondence from the UK regulator, FOS (Financial Ombudsman Service)
- Collaborated with team members and management to meet goals
- Initiated timely response to emails, voicemails, and written correspondence
- Evaluated evidence to determine compliance with standards and make effective approval or denials
- Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations
Final Resolution Representative
Enova International Inc.
Chicago, IL
06.2014 - 06.2018
- Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from installment loans, protecting company reputation and loyal client base
- Drove dispute resolution using effective problem-solving and by guiding mutual understanding of opposing viewpoints
- Monitored key dates to ensure information is obtained by the deadline
- Inbound/Outbound calls and communicated via email to the FOS regulators
- Responded to legal escalations and death claims
Customer Service Representative
Enova International Inc.
Chicago, IL
06.2010 - 05.2014
- Cultivated customer loyalty, promoted repeat customers and improved sales
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer requests for products, services and company information
- Assisted customers with due date adjustments, hardships, and repayment plans
- Regularly exceeded daily goals and productivity
- Educated customers on promotions to enhance sales
Loan Processor
Enova International Inc.
Chicago, IL
12.2006 - 05.2010
- Upheld complete confidentiality of all submitted information according to release guidelines
- Evaluated approvals against established bank and government lending standards
- Prepared documents for underwriting by verifying client income, credit reports and other information
- Worked with customers via telephone to answer questions, process transactions and resolve issues
- Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants
- Reviewed financial statements and contacted institutions and customers to clarify details
Education
High School Diploma -
Dunbar High School
Chicago, IL06.2000
Skills
- Payment coordination
- Client assessment and analysis
- New hire training/on-boarding
- Information verification
- Application Support
- Microsoft Suite
- Google Suite
- SQL-PG Admin
- JIRA/Zendesk
- Complaints management
Community Service
Since June 2018, I've been volunteering at One Love Day Care located in the Austin neighborhood.
Timeline
Senior Escalated Complaint Specialist
Enova International Inc.
07.2018 - Current
Final Resolution Representative
Enova International Inc.
06.2014 - 06.2018
Customer Service Representative
Enova International Inc.
06.2010 - 05.2014
Loan Processor
Enova International Inc.
12.2006 - 05.2010
High School Diploma -
Dunbar High School