Kiara Jones
Westerville,OH
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
13
13
years of professional experience
Work History
Escalation Manager
Chase
01.2017 - Current
- I play a key role in resolving escalated customer issues, analyzing customer pain points and improving the customer experience
- In EMS we understand that our customers have a choice in who provides their mortgage/home equity
- I am highly committed to resolving customers issues, regaining their confidence and deepening their relationship with Chase
- I am energetic and passionate about the customer experience
- In EMS, we treat our customers like family.
Collections Specialist
Chase
11.2013 - 01.2017
- Set up drafts and processed immediate payments
- Provided exceptional customer service on all calls while maintaining a calm and professional demeanor in challenging circumstances
- Worked in call center environment handling manual and automatically dialed outbound calls
- Discussed options with delinquent clients in terms of proposed solutions or foreclosure
- Monitored accounts for compliance with established payment plans
- Achieved performance goals on a consistent basis
- Trained new team members on scripts, company services and performance strategies
- Helped clients plan payoff plans for various types of loans, including commercial, home equity, mixed use and multi-family
- Maintained a high volume of calls to meet demands of busy group
- Accessed credit records to evaluate customer histories
- Researched topics and completed due diligence to resolve issues in a timely manner
- Processed payments and applied to customer balances
- Reviewed collection reports to determine the status of collections and the amounts of outstanding balances
- Generated and mailed updated statements
- Followed FDCPA law
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
Collection Specialist
Gc Services
01.2012 - 10.2013
- Set up and updated customer accounts with interactions, payments and personal information
- Followed up with customers to collect information and verify details
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods
- Collected and arranged information and entered details into computer database
- Discussed resources with our customer to assist with their hardship
- Offered student loan assistance to customer's facing unexpected hardships
- Processed payments and applied to customer balances
- Generated and mailed updated statements
- Performed administrative tasks such as recordkeeping, writing correspondence and gathering materials
- Researched topics and completed due diligence to resolve issues in a timely manner
- Followed FDCPA law
- Offered Settlements
- Processed Garnishments.
Collections Representative
CBCS
01.2012 - 08.2012
- Counseled debtors on their payment options and arranged installment agreements
- Used probing techniques to determine debtors' reasons for delinquency
- Used skip tracing resources to locate debtors and updated information in the system
- Recorded all information regarding financial status of customers
- Negotiated to collect balance in full
- Achieved monthly goals
- Processed payments and contracts on accounts
- Handled 120 outbound and inbound calls daily with the goal of collecting owed debt
- Processed payments and applied to customer balances
- Collected and arranged information and entered details into computer database
- Collected on past due accounts with average 60-120 months delinquency
- Negotiated with accountholders to devise repayment plans and minimize collections receivables
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals
- Maintained a high volume of calls to meet demands of busy group
- Worked in call center environment handling manual and automatically dialed outbound calls.
Education
High School Diploma -
Mifflin High School
Columbus, OH08.2007
Skills
- Assertiveness
- Goal Setting and Achievement
- Client Retention Strategies
- Spreadsheet tracking
- Problem-Solving
- JIRA
- Complaint Investigation
- Multitasking
- Organization
- Detail Oriented
- Team Collaboration
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Data Entry
- Task Prioritization
- Coaching and Mentoring
- Inventory Management
- Written Communication
- Analytical Skills
- Escalation Management
- Special Projects
Timeline
Escalation Manager
Chase
01.2017 - Current
Collections Specialist
Chase
11.2013 - 01.2017
Collection Specialist
Gc Services
01.2012 - 10.2013
Collections Representative
CBCS
01.2012 - 08.2012
High School Diploma -
Mifflin High School
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