Customer Service Representative

Jensen D. Aaron

*** ******** ** ***# *** Rochester Hills, MI. 48307 269-***-**** *******@*****.***

Education Western Michigan University – Kalamazoo, MI

Bachelor of Science – Applied Liberal Science

Professional Kelly Financial Services – Troy, MI

Experience Accounts Receivable Specialist, October 2014 – October 2015

Correspond with external customers, inter-company personnel and branches to assist with the Accounts Receivable process (i.e.); invoice copies, electronic billing, refunds

Establish & maintain good rapport of 700-800 customer accounts in my queue, that are at 0-30, 60, 90, and 120 day + stages of delinquency

Applied payments accordingly; researched discrepancies with problem resolution tools

Analyze & monitor the recommended credit limit, reviewed with branch management

Further prevent or limit bad debt & DSO, by conducting write offs, chargebacks, suspension of service, and collection agency submissions

Reconcile billing & payment inquiries by generating spreadsheets, pivot tables, TSO financial reports

Escalate concerns for proper clarification & approval to branch management, customer Accounts Payable, Human Resource & Controllers

Bi-weekly & monthly account review with management; various processes training

Volkswagen Credit Inc. (Contract position at TTI Global) – Auburn Hills, MI

Customer Sales & Service Representative (End of Lease), February 2014 – August 2014

Assist & encourage customers in arranging off-lease vehicle purchases; retail & lease financing, High Volume Inbound call center environment

Sell Vehicle Protection Plans to customers interested in purchasing their off-lease vehicle; Generate direct sale & finance quotes

Conduct credit analysis and verify documentation for financing approval

Assist customers who are interested in lease extensions or early termination procedures, and provide alternatives to optimize vehicle disposition

Explain the vehicle inspection & turn-in process to customers.

Outbound Calls to customers & dealers to follow-up on lease-end issues & sales related activities.

Encourage & apply payment of off-lease invoices, lease payments, lease extensions.

Stay abreast of basic product information on Brand VW & Brand Audi products

Maintain Average Handle Time & Call Monitoring Competencies

Monitor & maintain call queues; Develop customer rapport through proactive follow-ups and the promoting Brand enthusiasm

AAA Member Service Center (AOB) – Dearborn, MI

Customer Sales & Service Representative, October 2013 – February 2014

Advocate the sales, service and education of various products key to the AAA brand, High Volume Inbound call center environment

Analyze & tailor customers’ insurance needs and preferences to provide rate quotations

Process phone payments for insurance premiums and membership costs

Sell auto & home policies; Sell / Upgrade new & existing AAA memberships

Acquire customers’ trust in AAA as a reliable brand

Five Lakes Agency – Troy, MI

Intent/Settlement Representative, October 2012 – June 2013

Responsible for the collection discharged Chapter 7 bankruptcy lien holders through manual outbound / inbound calls and a predictive dialer system

Established & maintained rapport for customers in call queues

Determined customers’ intentions, with goal of Pay Off, Settlement, Partial Payment Arrangements

Process ACH phone payments using PaymentVision system, and applied certified funds

Adhered to FDCPA and Customer Experience standards ensuring that all calls were handled with professionalism and efficiency

Provided superior customer service to internal and external customers

Compiled and submitted information about problem accounts to the Department Manager

Flagstar Bank (Corporate Headquarters), Troy, MI

Senior Loan Collector, January 2008 – October 2012

Establish verbal & pay by phone arrangements for the collection of 30-120 days Delinquent Mortgage Loans (i.e. Fannie Mae, Ginnie Mae, Freddie Mac) inbound /outbound calls via predictive dialer system, High Volume Call Center environment

Processed phone payments & applied certified funds accordingly; making adjustments for problem resolution

Established & maintained customer rapport in call queues; handle high profile meetings to maintain key relationships

Solicit for Loss Mitigation assistance (Conducted preliminary debt to income & credit analysis; verified required documentation)

Generated Demand Letters for pre-foreclosure loans

Adhered to FDCPA, HUD, FHA, & Quality Assurance standards

Coded foreclosure loans for possible loss mitigation arrangements

Contacted borrowers, primarily by phone, to assess their current financial status

Skip-traced to locate and collect on delinquent accounts

O. H. Pye, III Funeral Home, Detroit, MI

Vital Records Supervisor, November 2004 – July 2007

Recorded and reviewed vital information of decedent in correspondence with information given by the family

Obtained doctor’s signature and cause of death

Filed death certificates in respective city, village, or township

Supervised Vital Records team; reviewed & confirmed adjustments

Published, maintained & updated department work instructions

Software Microsoft Word, Excel, Access, PowerPoint, Project, Publisher, Outlook, AS400 Software,

Skills GCC Mainframe Software, PeopleSoft, Salesforce, Lyricall Dialer Systems, Payment Vision, Western Union Speedpay, Adobe Acrobat Reader

Property & Casualty Insurance License

Activities Western Michigan University Alumni Association

BMI Music Royalty, Publishing and Licensing

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