LA'RECSHA JONES

Works with customers directly or through outside agencies to resolve account delinquency status while minimizing company interest losses. Collects delinquent payments. Ensures that files and paperwork are properly and accurately completed. Contacts outside parties to collect or clarify documentation. May work on more complex projects with assistance and oversight of senior staff and managers. Performs processing and maintenance functions as relates to bankruptcy account servicing. Researches and analyzes past bankruptcy loan history identifying necessary adjustments that ensure the loan is being serviced appropriately and ensures complete resolution for bankruptcy accounts. Ensures all cash items are applied per requirements and terms of loan documents, and that all ledgers are in balance and accurate in accordance to the bankruptcy.

Ensures service level agreement deadlines are met on all processes and items are processed within allotted handling times. Enhanced customer satisfaction ratings by resolving issues efficiently.

Fast paced production oriented call center environment. Respond to inbound customer inquiries while meeting or exceeding quality standards. Work with multiple online
computer systems with technical proficiency. Excellent communication skills to conduct questionnaires while documenting and researching all required information to assist the customer in resolving their fraud or merchant dispute. Blocked usage of cards and place account holds to limit potential losses. Interpreted case management system information to assist with customer questions and resolve cases.

Works with supervisor for smooth operations to successfully meet/exceed established company targets . Maintained relationships with internal and external customers. Secure business and residential customers payments and arrangements on current/past due balances. High volume call center collecting revenue on eighty or more incoming calls per day. Enter data online while talking to customers. Communicate with customer's using web-based tools and demonstrate the associated proficiency in typing and grammar. Handle adjustments as appropriate to resolve discrepancies.

Called moderately aged accounts with friendly approach to resolve non-payment issues. Collected payments, updated accounts and notified customers of additional responsibilities. Established repayment schedules that worked with the customer's financial situation. Posted payments and adjusted balances to reflect new values. Set up payment plans to help customers bring accounts current.