Kasey Jones
Waukee
Summary
Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience.
Results-driven collections professional adept at managing overdue accounts and implementing effective collection strategies. Proven track record of reducing delinquency through strategic communication and negotiation. Known for collaboration and flexibility, ensuring team success and adaptability to changing needs while maintaining high standards.
Overview
20
20
years of professional experience
Work History
Collection Specialist
Des Moines Water Works
Des Moines, IA
12.2024 - 03.2026
- Managed collections workflow to ensure timely account reconciliation and minimize aged receivables.
- Developed and implemented effective communication strategies for customer outreach regarding outstanding balances.
- Analyzed account data to identify trends, improving collection processes and reducing delinquencies.
- Collaborated with cross-functional teams to resolve billing disputes, enhancing customer satisfaction and retention.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Processed payments and applied to customer balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
- 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.
- Maintained high volume of calls and met demands of busy and productive group.
- Used skip tracing and other techniques to locate debtors.
- Supported company revenue growth by recovering outstanding debt through diligent monitoring and timely action on delinquent accounts.
- Generated and distributed monthly customer statements.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Maintained accurate records of customer accounts, payments and payment plans.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Worked with customer to create debt repayment plan based on current financial condition.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
Customer Service Representative
Des Moines Water Works
Des Moines, IA
01.2014 - 12.2024
- Handle customer complaints and inquiries in a courteous and efficient manner.
- Demonstrate excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Utilize problem-solving techniques to identify solutions for complex customer inquiries.
- Direct callers and customers to the appropriate personnel and/or taking messages.
- Provided account information to customers and explain bill.
- Handle escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
- Give accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Provide exceptional customer service to clients in fast-paced call center environment.
- Navigate multiple computer systems and applications and utilized search tools to find information.
Loan Specialist 4
Wells Fargo
Des Moines, Iowa
02.2006 - 11.2013
- Assisted customers in determining which products best fit their needs based on budget constraints.
- Monitored changes in market conditions to identify trends or areas of opportunity.
- Reviewed existing loans for potential modifications or refinancing opportunities.
- Liaised with external agencies such as title companies, appraisers, and insurance providers.
- Performed detailed analysis of loan applications to ensure accuracy and completeness.
- Led coordination of completed loan documents for delivery to the borrowers to ensure investor guidelines.
- Verified loan numbers and document codes for over 60,000 documents to ensure accuracy during transition to a paperless work environment.
- Determined if documents were in compliance with the state specific guidelines and investor requirements.
- Demonstrated success in overseeing loan applications from start to finish.
- Understood and interpreted complex loan documents and regulations.
Education
High School Diploma -
Lincoln High School
Iowa05-1999
Skills
- Microsoft Excel
- Positive and professional
- Customer service excellence
- Multitasking
- Problem-solving abilities
- Time management abilities
- Adaptability
- Active Listening
- Organization
- Attention to Detail
- Communication
- Credit and collections
- Teamwork orientation
- Account review
- Relationship building
- Data entry efficiency
- Goal-oriented mindset
- Outbound calling
- Record keeping proficiency
- Goals and performance
- Records management
- Call center background
- Decision-making
Timeline
Collection Specialist
Des Moines Water Works
12.2024 - 03.2026
Customer Service Representative
Des Moines Water Works
01.2014 - 12.2024
Loan Specialist 4
Wells Fargo
02.2006 - 11.2013
High School Diploma -
Lincoln High School