Misty T. JACKSON
Senior Collections Specialist / Credit Analyst
Chattanooga,TN
Summary
Enthusiastic Senior Collections/ Credit Specialist eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Collections and Asset recovery and training in Collections. Motivated to learn, grow and excel in Asset Recovery. With over ten years of successful experience in Collections and Customer Service. Recognized consistently for performance excellence and contributions to success in the Collections industry. Strengths in Communication and Team work backed by training in CFPB Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
14
14
years of professional experience
Work History
Collections/Credit Analyst
Steam Logistics
CHATTANOOGA, TN
02.2022 - Current
- Prepared reports on current findings and actions taken for accounts under investigation.
- Created and maintained databases on activity conducted in accounts.
- Used wide variety of financial analysis tools to examine customers for potential risk via liquidity, leverage ratios and forecasting trends.
- Reviewed files to select delinquent accounts for collection efforts.
- Called customers by telephone or email to collect past due invoices, verify accuracy of charges or to correct account errors.
- Entered client details and notes into system for interdepartmental access and review.
- Processed debtor payments and updated accounts to reflect new balance.
- Worked with customer to create debt repayment plan based on current financial condition.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Executed billing tasks and recorded information in company databases.
- Followed up with appropriate parties to obtain prompt payments.
- Developed rapport with clients and vendors to cultivate loyalty and satisfaction.
- Produced large volumes of client invoices using collection max, Salesfore, Front, and Dunn& Bradstreet
- Collected data to complete detailed financial reports for stakeholders and management.
- Reconciled past due accounts achieving 70% reduction in outstanding invoices.
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
- Generated and submitted invoices based upon established accounts receivable schedules and terms.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Managed efficient cash flow reporting, posted cash receipts and analyzed chargebacks, independently addressing and resolving issues.
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
- Applied more than 35 payments per week.
- Worked with accounting and assisted brokers to properly apply customer remittances.
- Performed targeted collections on past due accounts aged over 180 days.
- Called customers by telephone to collect past due invoices, verify accuracy of charges or to correct account errors.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Completed data entry tasks with accuracy and efficiency.
- Compiled data and reviewed information for accuracy prior to input.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
- Resolved concerns with products or services to help with retention and drive sales.
- Handled over 100 outbound calls per shift to meet fast-paced call center demands.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and provided back up for customer service managers.
- Communicated professionally with colleagues, freelancers and clients.
- Trained new personnel regarding company operations, policies and services.
- Answered average of 200 calls,100 emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Fresh Pack Produce Coordinator
Food City
Hixson, TN
08.2021 - 02.2022
- Maintained produce display, and prep and storage areas in clean and orderly condition.
- Assisted customers with produce questions.
- Maintained produce area and kept produce storage area clean and sanitary.
- Organized efficient merchandise replenishment strategies to keep shelves stocked and well-organized for customers.
- Trimmed, washed and bundled produce.
- Priced produce to achieve margin and sales goals.
- Strengthened profits by reducing waste, controlling shrinkage and increasing team efficiency with optimized workflows.
- Boosted grocery sales with top-notch merchandising abilities and expertise in implementing effective promotions.
Collections Specialist
Big Rig Lending
Dalton, GA
12.2019 - 08.2021
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
Night Auditor
STAYBRIDGE SUITES
Chattanooga, TN
01.2019 - 06.2021
- Produced accurate line-item guest bills detailing individual charges and explained each to customers to maximize satisfaction
- Checked auditing discrepancies by reconciling cash drop and credit card transactions
- Managed inventory of keys and linens each day and included all necessary information on audit reports
- Reviewed item requests and room service orders for accuracy and any needed assistance
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service
- Assisted guests in locating ammentities such as casino, gift shop, restaurants, fitness center, pool and spa
- Balanced accounts and conducted nightly audits to keep bookkeeping current
- Assisted hotel guests with check in and out procedures courteously
- Performed balance procedures for hotel accounts and resolved discrepancies
Collections Specialist
CHATTANOOGA MOTORS
Chattanooga, TN
10.2017 - 12.2019
- Met demands of busy collections group by performing high volume of daily calls
- Located and monitored overdue accounts using billing system to begin collections process
- Prepared packages containing all pertinent documentation for collections accounts
- Arranged for debt repayment and established repayment schedule based on customer finances
- Reviewed accounts to determine payment plan compliance
- Overcame objections by applying advanced training and persuasion techniques
- Completed skip traces on customers failing respond to collection efforts
- Recorded information about customers' financial status and collections status efforts
Collections Specialist/ Negotiating Team Lead
NEW ERA SOLUTIONS
Marietta, GA
09.2014 - 10.2017
- Determined impact of proposed solutions for delinquent clients, discussed options and determined candidates for foreclosure
- Received payment and ensured proper posting to appropriate customers accounts
- Recorded and updated customer personal accounts with accurate contact information
- Executed affidavits, modifications and forbearance agreements for official court proceedings
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and contracts on accounts.
- Trained new team members on scripts, company services and collection strategies.
- Used skip tracing and other techniques to locate debtors.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Worked with customer to create debt repayment plan based on current financial condition.
- Processed debtor payments and updated accounts to reflect new balance.
- Entered client details and notes into system for interdepartmental access and review.
- Wrote scripted conversation prompts to convey current account information and obtain payments.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
Collections Specialist
United Financial Services
Roswell, GA
11.2013 - 09.2014
- Evaluated effectiveness of training by surveying trainees and managers and collecting before-and after-data showing training impact
- Negotiated credit extensions to assist customers in paying overdue accounts
- Completed skip traces on customers failing respond to collection efforts
- Recorded information about customers' financial status and collections status efforts
- Recorded and updated customer personal accounts with accurate contact information
- Received payment and ensured proper posting to appropriate customers accounts
Collections Specialist
Huffman Swartz & Associates
Marietta, GA
06.2013 - 11.2013
- Completed skip traces on customers failing respond to collection efforts
- Arranged for debt repayment and established repayment schedule based on customer finances
- Recorded and updated customer personal accounts with accurate contact information
Collections Specialist
Rosenthal Stein & Associates
Atlanta, GA
01.2011 - 03.2013
- Recovery Specialist Recovered lost assets to company Operated multi phone lines Assisted in customer complaints
- Negotiated credit extensions to assist customers in paying overdue accounts
- Notified customers of delinquent accounts with attempt to collect outstanding amounts
- Reviewed accounts to determine payment plan compliance
- Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments
- Recorded and updated customer personal accounts with accurate contact information
- Completed skip traces on customers failing respond to collection efforts
- Structured manageable repayment plans with delinquent borrowers of commercial, mixed use, multi-family and home equity loans
- Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals
- Arranged for debt repayment and established repayment schedule based on customer finances
- Received payment and ensured proper posting to appropriate customers accounts
- Located and monitored overdue accounts using billing system to begin collections process
- Executed affidavits, modifications and forbearance agreements for official court proceedings
- Processed payments over phone and set up recurring drafts
- Negotiated rates with customers and entered payments into accounting system
- Maintained consistent high performance by establishing solid record of achieving or exceeding objectives through use of customer Service and Listening
- Met demands of busy collections group by performing high volume of daily calls
Education
Associate of Science - Information Technology
University of West Georgia
Carrollton, GA05.2011
Associate of Science - Medical Office Expert
Javelin Training Center
Marietta, GA05.2010
Skills
- CPT Coding
- Customer Service
- Insurance
- Medical Terminology
- Office
- Office Administration
- Scheduling
- Answering Phones
- Medical billing and coding
- Billing and coding expertise
- Medical terminology understanding
- Medical terms and procedure knowledge
- Standard medical equipment knowledge
- Medical billing code accuracy
- Medical coding
- Billing practices
- Credit and collections
- Commercial Lending and Refinance
- Risk management
- Payment acceptance
- Skip Tracing
- Payment Scheduling
- Credit and Collections
- Payment Solicitation
- Monthly Reconciliations
- Persuasive Negotiations
- Credit Accounts
- Correspondence Sorting and Filing
- Terms Review and Enforcement
- Problem Identification
- Balance Sheets
- Overdue Balance Detection
- Analytical and Critical Thinking
- FDCPA Compliance
- Loan Applications
- Automated Account Review
- Account Monitoring
- Delinquent Account Notification
- Customer Advising and Referral
- Customer Locating
- Accounts Payable and Accounts Receivable
- Negotiation and Resolution
- Updating Customer Accounts
- Debt Reduction
- Statistical Trends
- Managing Delinquent Accounts
- Problem Investigations
- Statement Billings
- Debt Repayment Negotiation
- Locating Debtors
- Persuasive Communication
- Outbound Calls
- Google Docs
- Persuasion Techniques
- Options Counseling
- Loan Modification
- Reading Comprehension
- Goals and Performance
- Medical Billing and Collections
- Communications Strategies
- Diagnostic Codes
- Financial Transactions
- Contacting Borrowers
- Account Adjustment
- Solution Building
- Pleasant Telephone Demeanor
- Organizational Skills
- Fair Debt Collections Practices
- Applied Mathematics
- Billing Systems and Software
- Invoice Documentation Management
- Adding, Calculating and Billing Machines
- Collection Practices
- Account Posting
- Billing Data Verification
- Stop Payments
- Statement Distribution
- Itemized Statement Preparation
- Fee and Charge Computation
- Services Rendered Documentation
- Google Drive
- Claim Processing
- Billing Dispute Resolution
- Customer Contact
- Charge Slips
- Invoicing Proficiency
- Client Rapport-Building
- Electronic Document Management System
- Microsoft Office 365
- Job Billing
- Credit Term Computing
- Account and Ledger Reconciliations
- Electronic Health Records Systems
- Insurance Claim Requirements
- Submitting Insurance Documents
- Inputting Claims
- Billing Document Creation
- Records Management
- Bill Payment
- Benefits Verifications
- Patient Collections
- Electronic Claims
- MEDISOFT
- ICD-9
- Credit Extension Negotiation
- AR Aging Reports
- Administration and Management
- Delinquency Monitoring
- Auto Dialers
- Customer Satisfaction
- Spreadsheet Tracking
- Strategic Financial Planning
- Word Processing
- Data Entry Documentation
- Team Management
- Active Listening
- Efficient Data Entry
- Staff Training
- Entry Recording
- Advanced Excel Spreadsheet Functions
- Payment Collection
- Complex Problem-Solving
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Collections/Credit Analyst
Steam Logistics
02.2022 - Current
Fresh Pack Produce Coordinator
Food City
08.2021 - 02.2022
Collections Specialist
Big Rig Lending
12.2019 - 08.2021
Night Auditor
STAYBRIDGE SUITES
01.2019 - 06.2021
Collections Specialist
CHATTANOOGA MOTORS
10.2017 - 12.2019
Collections Specialist/ Negotiating Team Lead
NEW ERA SOLUTIONS
09.2014 - 10.2017
Collections Specialist
United Financial Services
11.2013 - 09.2014
Collections Specialist
Huffman Swartz & Associates
06.2013 - 11.2013
Collections Specialist
Rosenthal Stein & Associates
01.2011 - 03.2013
Associate of Science - Information Technology
University of West Georgia
Associate of Science - Medical Office Expert
Javelin Training Center
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