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Customer Service Representative

Minneapolis, Minnesota, United States
November 29, 2018

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Joan Marie Eggert

**** ****** ****** *** ***** Brooklyn Park,MN. 55445*763-***-*****

Career Objective:

Customer Service Representative with 20 years of experience working in the retail and banking and utilities field with a variety of companies. I also have over 16 years of collections experience working in the retail and banking and utility field. I have great written and verbal communication skills.

Core Competencies:

*Customer Service * Detail and Organized

*Collections * Member Relationship

Professional Experience:

Trustone Financial Federal Credit Union

Account Control Representative/Plymouth, MN / November 19th,2012- Present

*Call members regarding past due accounts to try and resolve delinquency by establishing payment arrangements for the loan that is past due.

*Following up with members regarding payment arrangements to bring the account current by tracking the account on my daily calendar. If payment arrangement is broken then reaching out to the member to get the account resolved.

* Researching accounts in a timely manner and then following up with the member to resolve the issue and advised of the outcome of the research.

*Setting up ach payments/and or credit or debit card payments by following the procedure and script to be in compliance with the Federal banking regulations.

*Advising members of the information needed to have their credit dispute researched.

*Responding to emails regarding return checks in a timely manner and then following up with the member the same day that the email is received to resolve the account.

*Processing Letters of Guarantee in a timely manner .

*Handling escalated calls with members and providing a resolution to the escalated call.

*Referring a member’s account to the manager when necessary such as open discussion,escalated call or help or feedback for a solution for the member’s account.

Ascension Point

Collections Representative/Minnetonka, MN/February 2011-October 2012

*Search for probates for deceased accounts

*Researched accounts to see if proof of claim could still be filed for the debt owed

*Called executor of estate or power of attorney regarding payment arrangements for account

*Tracking promise to pay for all accounts on spreadsheet

*Reaching monthly goal for promise to pay

Kelly Services

Customer Service Representative/Collections Representative (CENTERPOINT ENERGY) Minneapolis, MN.

September 2009-July 2010

*Determining what type of payment plan customers were eligible for

*Tracking payment arrangements

*Referring customers to agencies that help pay utilities

*Requesting documentation from customers to determine if they were eligible for the cold weather rule.

*Following up regarding fraud claims regarding account takeover/identity theft and determining outcome of the account by disconnect of services and or sending information to legal proceedings.

*Making outgoing calls to customers regarding their gas account as well as merchandise accounts to establish payment arrangements.

Target Corporation

Fraud Case Management Associate/St. Louis Park, MN/May 2000-June 2007

*Following procedure for processing fraud claims in a timely manner

*Submitting Credit Bureau corrections when necessary

*Sending out letter requesting additional information when necessary to determine the outcome of the fraud claim

*Helping out with additional projects when needed in other departments

* Meeting productivity standards on a daily/weekly/monthly basis

*Referring customers to other departments when necessary

*Returning calls to customers regarding their account

*Filing Fraud Claims

*Working Fraud Claims in a timely manner

Inbound Collections Representative/Saint Louis Park, MN/March 1999-May 2000

*Receiving incoming calls from customers wanting to set up payment arrangements for their accounts

*Tracking promise to pays on spreadsheet

*Referring members to other departments when necessary

*Setting payments up over the phone to resolve past due accounts

*Advising of credit reporting

*Setting up customers on payment plan

*revoking of credit limit for customers account

*Helping out in other departments with projects

Customer Service Representative/Saint Louis Park,MN/March 1998-March 1999

*Receiving incoming calls from customers or the Target Stores/Marshall field’s

*Transferring customers to other departments when necessary

*Mailing out statements to customers

* Updating address for customers

* Processing credit limit request

*Mailing out letters regarding credit limit denial

*Helping out in other departments when needed


Park Center HIgh School Brooklyn Park, MN 55428

English,History 1981-1984

Additional Skills:

Knowledge of Microsoft Outlook

Microsoft Office

Awards and Honors:

Junior Achievement 1981-1984

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