Philicty Jones

• In my current role, I manage a portfolio of delinquent accounts while utilizing my strong communication skills to negotiate repayment plans and resolve payment discrepancies.
• Worked closely with external debt collection agencies when necessary, ensuring compliance with legal requirements and company policies
• Conducted thorough credit investigations on new customers to assess creditworthiness and establish appropriate credit limits
• Assisted with new hires post-training with becoming acclimated to live calls and SOPs
• Enhanced cash flow and accelerated cash conversion cycle by two weeks through optimization of invoice dispute resolution processes
• Willing to relocate to: Orlando, FL - Tampa, FL - Greensboro, NC
• Authorized to work in the US for any employer

• During this time, I decided to take time to care for a young child in my family.

• Managed cases efficiently, utilizing Salesforce and various case platforms.
• Optimized monitoring systems to improve fraud detection and prevention.
• Analyzed data from multiple platforms to support SARs and uncover fraud trends.
• Reduced fraud impact by 26% through deployment of advanced detection methods.
• Conducted regular updates to risk assessments to ensure ongoing improvement in AML Compliance.

• Managed information dissemination to ensure accurate health coverage resources for stakeholders.
• Developed training materials and conducted sessions to enhance team knowledge of healthcare systems.
• Analyzed user feedback to improve system functionalities and optimize user experience.
• Coordinated with cross-functional teams to streamline information workflows and enhance service delivery.

During this time I was unemployed due to the impacts of the Covid-19 pandemic.

• Verified documents to ensure authenticity and compliance.
• Detected inconsistencies in Zelle's overnight batching system enabling unauthorized overdraft transactions.
• Handled customer requests by executing procedures like payment stoppage and identity theft investigation.
• Conducted risk assessments to identify and mitigate potential risks.
• Collaborated with team to analyze fraud trends, sharing insights to develop countermeasures.