Customer Service Human Resources
Resume:
*** *. ****** **. 618-***-****
email: ******@*******.***
Trenton, IL 62293
Jennifer Jackson
Objective A career in which I can utilize my years of training in accounts receivable management, accounts
payable, profit and loss recoveries, and customer service to help companies both maintain and
exceed their client's expectations.
Sept 2008 – current CNAC Belleville, IL
Experience
Branch Finance Manager
Responsible for interviewing all potential customers, reviewing their income and expenses and
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making final underwriting decision for high risk auto loans.
• Executing all loan closings and breaking down each deal for CNAC and JD Byrider
• Responsible for the handling and all paperwork for Repossessions, charge-offs and back-
offs.
• Working with attorney to handle all bankruptcies and suits.
• Responsible for the supervision and motivation of 3 account representatives and support
staff.
Consistently administer one-on-one skill development of account representatives focusing on areas
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of account delinquency and charge off rate.
Facilitate regular group meetings to ensure regular communication of company policies, work
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standard changes as well as allow for Q & A.
Was successful in achieving and maintaining an 11% delinquency rate on the loans I had
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underwritten. The company goal for delinquency is 15%
Responsible for interviewing candidates for new account representatives by utilizing Behavior
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Based Interviewing.
Responsible for monthly and weekly reporting of collections, repossessions and potential charge
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offs.
Jan 2003 – Jan 2008 Hollander Law Office/West Asset Management/National Asset
Management Earth City, MO
Director of Operations/Collection Manager
Responsible for the supervision and motivation of 6 collection managers each responsible for
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15-20 account representatives.
Consistently administer one-on-one skill development of collection managers and account
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representatives focusing on areas of the company call model, negotiation and closing skills.
Helping to create and implement collection strategies, to assist account representatives in
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achieving their individual as well as group goals, which include dialer campaigns, skip tracing
guidelines, settlement requirements, etc.
Facilitate regular group meetings to ensure regular communication of company policies, work
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standard changes as well as allow for Q & A.
Was successful in maintaining a 100+% of budget average yearly.
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Develop newly promoted Production Managers in areas of coaching and skills development.
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Responsible for interviewing candidates for new account representatives by utilizing Behavior
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Based Interviewing.
Responsible for monthly reporting of collections of account representative group – collecting
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information on adjustments and ensuring correct commissions were calculated monthly.
Partnered with Senior Management and Human Resources to assist in the transition from sale of
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office from National Asset Management to West Asset Management, August 2004 and from West
Asset Management to Hollander Law Office in Oct 2007.
Nov 1999 – Jan 2003 OSI Portfolio Services Earth City, MO
Collection Supervisor/Account Representative
Responsible for the supervision and motivation of 15-20 account representatives.
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Partnered with Senior Management and Human Resources to assist in the transition from sale of
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office from OSI Portfolio Services to National Asset Management, December 2002.
Consistently administer one-on-one skill development of account representatives focusing on areas
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of the company call model, negotiation and closing skills.
Was promoted to Collection Supervisor after 11 months as account representative.
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Responsible for portfolio of back end charged off credit card accounts with lowest score and
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collectability and was able to successfully average annual collections of 120% of budget.
April 1998 - Nov 1999 EBO Financial Services Ballwin, MO
Team Leader/ Collector
Responsible for the training, scheduling, file maintenance and overall instruction of 5 collectors.
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Successful in maintaining my own file of medical collections on insurance balances and self pay
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accounts while meeting or exceeding monthly collection goals.
Was promoted after 1year to Team Leader.
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Was proficient in insurance appeals and billing via the ASAP system. I have a working knowledge
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of Medicare and insurance billing.
Aug 1996 - April 1998 OSI/Account Portfolios Inc. Earth City, MO
Team Leader/ Collector
Responsible for the training, motivating and general supervision of 5-10 3rd party goal oriented
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collectors.
Consistently maintained a file consisting of defaulted loan contracts and met or exceeded expected
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monthly collection goals.
Promoted after 9 months to Team Leader.
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Extensive training and knowledge of FDCPA rules and regulations.
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1994-1996 Hogan Transports Inc. St Louis, MO
Collections and Credit
Responsible for maintaining customer accounts to keep them within current 30-day status.
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Daily contact with customers helping establish reasonable payment terms and solving invoicing or
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payment problems.
Responsible for billing the contract division of the company.
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1990-1994 President Riverboat Casino. St. Louis, MO
Accounts Payable Clerk
Responsible for accurate and timely coding and recording of invoices and check requests.
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Worked with vendors daily to set-up and maintain accounts.
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Responsible for cutting checks and maintaining all account files.
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Education 1986-1990 Southern Illinois University Edwardsville, IL
4 years part-time study in Business Administration, Finance, and Management Information Systems
References Personal references available upon request.
Contact this candidate