Joy J. Ward

Work History

Recovery Services Specialist II

Fedchoice Federal Credit Union

04.2024 - 03.2025

Managed high-volume workloads, and calls. Prioritizing tasks to ensure timely completion and quality results.
Trained new team members, sharing best practices and ensuring consistent service standards across the department.
Streamlined service processes for increased efficiency and improved customer experiences.
Assisted sales teams in designing customized solutions for clients based on their unique needs and requirements.
Collected on delinquent accounts, assign accounts for repossession.
Assigned account for charge off. Prepared documents for attorneys.
Worked on negative shares, sent letters
Worked with StateNational with CPI claims
Sent letters
Responded to emails

Contact Center Representative

Educational Systems FCU

01.2022 - 12.2022

Conferred with customers by telephone or in person to provide information about products or services, took or enter orders, canceled accounts, or obtained details of complaints
Kept records of customer interactions or transactions, recorded details of inquiries, complaints, or comments, as well as actions taken
Checked to ensure that appropriate changes were made to resolve customers' problems
Contacted customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
Determined charges for services requested, collected deposits or payments, or arranged for billing
Completed contract forms, prepared change of address records, or issued service discontinuance orders, using computers
Referred unresolved customer grievances to designated departments for further investigation
Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
Reviewed insurance policy terms to determine whether a particular loss is covered by insurance
Reviewed claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims
Solicited sales of new or additional services or products
Compared disputed merchandise with original requisitions and information from invoices and prepared invoices for returned goods
Obtained and examined all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills
Ordered tests that could determine the causes of product malfunctions

Collector II

NASA Federal Credit Union

01.2016 - 12.2020

Recorded information about financial status of customers and status of collection efforts
Responsible for analyzing delinquent accounts at all levels
Providing financial counseling, payment alternatives, referrals to member's in financial hardship
Revolving credit, analyzing bureau disputes and disposition of abandoned collateral
Initiate repossession and/or lawsuit on delinquent accounts, resolve charge off and uncollectible balances
Took calls from members answering questions or addressing any concerns they may have had, including handling many high volume inbound and outbound calls, listening to members needs or issues and providing helpful solutions to their problems
Notified credit departments, order merchandise, repossession or service disconnection, and turn over account records to attorneys when members failed to respond to collection attempts
Negotiated credit extensions when necessary

Delinquency Control Counselor

Navy Federal Credit Union

01.2006 - 12.2016

Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment
Located and monitored overdue accounts, using computers and a variety of automated systems
Arranged for debt repayment or established repayment schedules, based on customers' financial situations
Advised customers of necessary actions and strategies for debt repayment
Answered customer questions regarding problems with their accounts
Persuaded customers to pay amounts due on credit accounts, damage claims, or non payable checks, or to return merchandise
Conferred with customers by telephone or in person to determine reasons for overdue payments and to review the terms of sales, service, or credit contracts
Received payments and post amounts paid to customer accounts
Traced delinquent customers to new addresses by inquiring at post offices, telephone companies, credit bureaus, or through the questioning of neighbors
Notified credit departments, order merchandise repossession or service disconnection, and turn over account records to attorneys when customers fail to respond to collection attempts
Sorted and fielded correspondence and performed miscellaneous clerical duties, such as answering correspondence and written reports
Performed various administrative functions for assigned accounts, such as recording address changes and purging the records of deceased customers
Contacted insurance companies to check on status of claims payments and wrote appeal letters for denial on claims
Negotiated credit extensions when necessary

Summary

Overview

Work History

Recovery Services Specialist II

Contact Center Representative

Collector II

Delinquency Control Counselor

Education

HIGH SCHOOL GRADUATE -

Skills

Timeline

Overview

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