Zackary Cheney
Big Rapids,MI
Summary
Customer service and collections professional with a proven track record in managing accounts and resolving disputes. Expertise in ensuring timely payments while enhancing customer relations through effective communication and problem-solving skills. Strong organizational abilities demonstrated through successful management of multiple projects with accuracy and efficiency. Committed to meeting deadlines and contributing positively to team objectives.
Overview
10
10
years of professional experience
Work History
Account Receivable Specialist
Service Express
Grand Rapids, MI
09.2024 - 06.2025
- Managed high-volume portfolio of over 2,000 B2B accounts, achieving monthly collections of $3 to $5 million.
- Tracked and updated purchase orders to ensure accurate and timely invoice processing.
- Created and maintained detailed Excel-based account portfolios to monitor aging and payment history.
- Facilitated approximately 300 client communications weekly through calls and emails to resolve past-due invoices.
- Collaborated with billing and customer success teams to reconcile accounts and adjust invoices as needed.
Goal Realignment Specialist
Happy Money
Torrance, CA
09.2022 - 06.2024
- Oversaw collections for accounts aged 1 to 120 days past due, including charge-offs.
- Achieved consistent success in surpassing monthly performance objectives.
- Performed detailed financial evaluations with members to create recovery strategies.
- Provided customized solutions based on individual financial hardships, ensuring member satisfaction.
Full-time Member Debt Representative
USAA
Phoenix, AZ
12.2019 - 09.2022
Contractor Member Debt Representative
USAA
Phoenix, AZ
03.2019 - 12.2019
- Resolved delinquent accounts for USAA military members by providing tailored financial solutions.
- Ensured compliance with CBS call model during negotiations, meeting all legal requirements.
- Evaluated financial situations to offer appropriate solutions, using vast recovery knowledge.
- Facilitated collections via outbound calls, adeptly managing inbound queries and complaints.
Back-end Collections Specialist
Ditech Financial
Mesa, AZ
04.2018 - 03.2019
- Managed high volume of inbound and outbound calls, prioritizing customer needs and account collections turnover.
- Demonstrated expertise in recovery collection procedures for home mortgages.
- Utilized strong verbal communication skills to assess and address client needs while ensuring confidentiality.
- Provided tailored solutions to support members in catching up on home mortgage payments, aligning with organizational goals and regulations.
Senior Collections Specialist
JPMorgan Chase Bank
Phoenix, AZ
02.2017 - 04.2018
- Managed high volume of inbound and outbound calls, facilitating account collections turnover.
- Demonstrated expertise in recovery collection procedures for credit cards and personal loans.
- Provided tailored solutions to assist members with credit card and personal loan payments.
- Ensured compliance with Fair Debt Practices Act (FDCPA) and Telephone Consumer Protection Act (TCPA).
- Utilized MS Office to maintain accurate records and enhance customer service efficiency.
- Negotiated payment arrangements to align with organizational objectives and improve recovery rates.
Account Manager Collections Specialist
Discover Financial Services
Phoenix, AZ
03.2015 - 10.2016
- Implemented customized solutions for members, enhancing credit card account management.
- Exhibited proficiency in credit card recovery collection procedures.
- Utilized strong communication and analytical skills to evaluate client needs discreetly.
Education
High School Diploma - undefined
Willow Canyon High School
Surprise, Arizona01.2013
Skills
- Metrics analysis and tracking
- Customer service proficiency
- Communication effectiveness
- Negotiation and critical thinking skills
- Account management expertise
- Collections in B2B environments
- Initiative and attention to detail
- Collaborative organizational skills
- Invoicing processes and collection oversight
- Conflict resolution and problem-solving abilities
- Multi-channel communication skills
- Compliance with FDCPA regulations
- Skip tracing techniques and decision-making abilities
- Charge-off management and bankruptcy processes
- Time efficiency and adaptability
Timeline
Account Receivable Specialist
Service Express
09.2024 - 06.2025
Goal Realignment Specialist
Happy Money
09.2022 - 06.2024
Full-time Member Debt Representative
USAA
12.2019 - 09.2022
Contractor Member Debt Representative
USAA
03.2019 - 12.2019
Back-end Collections Specialist
Ditech Financial
04.2018 - 03.2019
Senior Collections Specialist
JPMorgan Chase Bank
02.2017 - 04.2018
Account Manager Collections Specialist
Discover Financial Services
03.2015 - 10.2016
High School Diploma - undefined
Willow Canyon High School