Customer Service Administrative Assistant

Joy Gerrian

Phone: 317-***-**** Email: ad5cnz@r.postjobfree.com

Professional Summary:

Senior Credit Collections Specialist with a Bachelor’s Degree in Business Administration and 7 years of Customer Service/ Administrative/ Accounts Receivable & Collections experience.

B2B Debt Collections, D & B Reports, Settlement and Resolution experience.

Evaluated and made credit decisions on customer orders based on account performance and other credit related data.

Identified and communicated potential risk, prepared memos, write offs for management approval.

Negotiated payment resolutions and arrangements for past due amounts, processed adjustments, dispute management, and reconciliation of payments and contracts as needed.

Knowledge of FDCPA, FCRA FHA, VA, USDA, FNMA, FHLMC, Loss mitigations options FHA waterfall, Foreclosure, and bankruptcy process.

Provided oversight to client debt portfolios to determine the best plan of action for settling their debt.

Education & Certifications:

Indiana Technical University, Fort Wayne, Indiana

Bachelor’s Degree Business Administration/Management

Risk Management Certified

Certified Administrative Assistant

Skills:

Risk Management, NetSuite, Conflict Resolution, Leadership, Data Collections, Contract Negotiations, Marketing, Business Development, EDI, Management, Typing, Data Entry, Data Mining, Budgeting

Software Experience: Microsoft Office Suite (Word, Excel, Medical Terminology, PowerPoint, Teams, Outlook) SAP, Salesforce, Slack, SharePoint, Adobe, NetSuite, SalesNow, Zendesk, Engage, and Google Suite

Professional Experience:

Jackson Oil March 2023 – Present

Credit & Collections Specialist

B2B Collections: Reduced the overall past due and unmanageable debt balances, research unapplied cash and missing transactions, and process invoice corrections.

Evaluated and made credit decisions on customer orders based on account performance and other credit related data.

Ensured dispute management, research, resolution of unapplied cash & open credits, month end reports.

Negotiated payment resolutions and arrangements for past due amounts, processed adjustments, dispute management, and reconciliation of payments and contracts as needed.

Worked closely with Sales, Accounting department, Billing, CFO, VP, Controller to ensure prompt reconciliation of open invoices.

Responsible for daily posting of customer payments received, inbound/outbound calls.

Pulled credit reports, DNB report, EDI, generated aging reports, Teams.

Identified and communicated potential risk, prepared memos, write offs for management approval.

Collaborated with customers, sales teams, and customer service to address billing inquiries, resolve disputes, and facilitate timely payments.

Beyond Finance October 2022 – March 2023

Negotiation Specialist /Debt Settlement

B2B Debt Settlement/Resolution- Responsible for building relationships with clients and external parties to negotiate and settle outstanding accounts.

Stimulated retention and coordinated efforts to help resolve delinquent accounts for the best possible savings.

Provided oversight to client debt portfolios to determine the best plan of action for settling their debt.

Utilized various tools and resources to group together common debts from numerous clients to enhance strength of negotiations with a given agency, excellent communication, and active listening skills.

Constantly displayed an elevated level of time management and multitasking ability to effectively manage account queues, meet deadlines, and quotas. Utilized SAP, Salesforce, and Google Suite.

Managed all activities that relate to preparing, negotiating, and executing contracts in accordance with organizational strategy.

Utilized Salesforce, EDI, Slack, Outlook, Microsoft Word, Excel, and Engage.

Cook Medical June 2018 – October 2022

Administrative Assistant

Organized and scheduled meetings, meeting notes/minutes, initiating change orders, managing confidential information with complete discretion.

Generated reports, Proofreading, research, maintain file and records, customer service,

Responsible for administrative support for all levels of management, typing, data entry,

Worked with SharePoint, Google Suite, Excel, MS Word, Access, Salesforce, SAP, Outlook, Teams, Agile CRM Compliance Management, IVR, Project life Cycle Management, drafting letters and documents, collecting analyzing information and initiating communications.

Freedom Mortgage April 2016 – June 2018

Customer Service SPOC Call Center

Served as a designated representative to clients that are in loan default or in a potential loan default situation to find resolutions for preserving home ownership or to identify liquidation options.

Knowledge of FDCPA, FCRA FHA, VA, USDA, FNMA, FHLMC, Loss mitigations options FHA waterfall, Foreclosure, and bankruptcy process.

Met quota and deadlines functioned as a point of contact for customers in all stages of loan servicing.

Educated the customer where applicable to prevent the need for future contacts, received and processed payments.

Maintained transactions records, continuously evaluate, and identify opportunities to drive process improvement that positively impacted the customer experience.

Showed compassion, empathy, and understanding when speaking with a customer, Live Chat, Slack

Determined if a call should be escalated; complete service tickets for all escalated calls using in-dept SAP skills, accesses, processes, and records information for managing complex transactions.

Resolved customer complaints, conducting research to determine an appropriate solution.

Followed up with customer in a timely manner to ensure effective resolutions of the complaint.

Followed policies, procedures, and guidelines to drive customer satisfaction and to ensure compliance with company objectives.

Action Financial November 2013 – April 2016

Account Receivable/Customer Service

Inbound/outbound calls, Call Center, Medical Debt Collections, responsible for proactively working with internal and external customers to reduce the number of accounts that were delinquent.

Contacted and aided internal and external customers in resolving past-due accounts.

Educated customers about repayment options, skip tracing, resolved billing disputes.

Met daily, monthly, and quarterly collection goals set by management.

General Ledger Accounting: Ensure work performed meets internal and external compliance requirements, invoicing.

Utilized SAP, Salesforce, Excel/, Adobe, MS Word, and NetSuite. Medical Terminology

Generated and processed customer invoices accurately and in a timely manner.

Monitored and tracked accounts receivable balances, ensuring prompt collection and resolution of outstanding payments.

Conducted regular analysis of accounts receivable aging reports to identify delinquent accounts and take appropriate actions for collections.

Maintained accurate records of customer interactions and payment details.

Additional Information:

5+ years’ experience in accounting, billing, and collections

Bachelor’s degree, Business, Finance

Excellent verbal and written communication skills.

Strong analytical/critical thinking skills, with the ability to interpret financial data and take the appropriate action.

Proficient in using accounting software and ERP systems.

Meticulous with strong communication and interpersonal skills.

Ability to work independently, prioritize tasks, and meet deadlines.

Contact this candidate