Khadijah Jones
Greenville,SC
Summary
Focused Customer Service Representative with 8+ years in the consumer debt industry, excelling at negotiating repayment terms, analyzing financial statements, and utilizing skip tracing to boost recovery rates. Demonstrates strong skills in payment posting, data entry, and managing multi-line phone systems, consistently enhancing customer satisfaction and retention through tailored payment plans and clear communication. Dedicated to achieving measurable improvements in payment rates and significantly reducing delinquency rates, aiming to drive innovative solutions in customer service.
Overview
9
9
years of professional experience
Work History
Commercial/ Specialty Collections
Newrez
Greenville, SC
11.2024 - Current
- Managed inbound and outbound collection calls to resolve past-due mortgage accounts while maintaining compliance with FDCPA and company policies.
- Contacted customers regarding delinquent balances, payment arrangements, and account resolutions.
- Negotiated and set up payment plans based on customer financial situations.
- Provided customer service support by answering account inquiries, explaining balances, fees, and payment options.
- Utilized strong de-escalation and conflict-resolution skills to handle high-volume, sensitive calls professionally.
- Documented all customer interactions accurately in internal systems.
- Collaborated with internal departments to ensure timely account updates and resolutions.
- Met or exceeded call volume, quality, and recovery targets.
- Reviewed and updated account documentation to maintain compliance with internal policies.
- Communicated with customers to explain HELOC terms, payment structures, and benefits.
- Coordinated with underwriting teams to facilitate timely approval of HELOC loans.
Collections Representative & Rebates
Global Lending Services
Greenville, SC
10.2021 - Current
- Engage customers to resolve overdue accounts, achieving measurable improvements in payment rates.
- Analyze financial statements to create tailored payment plans, enhancing customer satisfaction.
- Negotiate repayment terms in line with company policies, ensuring compliance and customer retention.
- Monitor delinquent accounts for timely resolution, significantly reducing delinquency rates.
- Utilize skip tracing to locate hard-to-find debtors, improving recovery rates.
Outbound Sales Representative
Spectrum
Greenville, SC
06.2020 - 04.2021
- Prospected and cold-called, identifying new business opportunities and expanding client base.
- Followed up with prospects to understand needs, propose solutions, and close sales.
- Generated high-quality sales leads through thorough research, consistently meeting targets.
- Documented sales activities in company software, ensuring accurate and up-to-date records.
Banking Specialist I
TD Bank
Greenville, SC
07.2019 - 07.2020
- Resolved banking product inquiries, enhancing client satisfaction and retention.
- Opened new accounts, processed transactions, ensuring accuracy and efficiency.
- Conducted risk assessments, maintained compliance with anti-money laundering regulations.
- Investigated account inquiries, providing clear information on balances, rates, and fees.
Customer Service Representative
Alorica
Greenville, SC
11.2016 - 03.2018
- Resolved technical issues for customers via phone, email, and chat, enhancing customer satisfaction.
- Assisted with hardware and software installations, improving system functionality.
- Maintained detailed records of customer interactions, ensuring accurate service history.
- Used remote access tools to troubleshoot customer systems, reducing resolution time.
- Handled escalated service issues promptly, maintaining high service standards.
Education
High school diploma - undefined
Southside High School
Greenville, SC06.2013
Skills
- Automated dialer
- Skip Tracing
- Data Entry
- Negotiation
- Friendly voice
- Multi-Line Phone Systems
- Account Review
- Outbound Calling
- Payment posting
- Call center
- Collections
- Problem-solving
- Customer service
- Teamwork and collaboration
- Friendly, positive attitude
Timeline
Commercial/ Specialty Collections
Newrez
11.2024 - Current
Collections Representative & Rebates
Global Lending Services
10.2021 - Current
Outbound Sales Representative
Spectrum
06.2020 - 04.2021
Banking Specialist I
TD Bank
07.2019 - 07.2020
Customer Service Representative
Alorica
11.2016 - 03.2018
High school diploma - undefined
Southside High School