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Customer Service Manager

Kansas City, Missouri, United States
October 17, 2016

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Jennifer S. Urbay ~ 913-***-****

**** *. ***** ******, ** 64012


Experienced Accounts Receivable Specialist with skills in claims and sales processing, tracking invoices and resolving customer accounts, maintain accounting reports and supervise the collection of accounts and ensure they are current. History of excellence in identifying customer needs and presenting appropriate company product and service offerings, demonstrated ability to gain customer trust and provide exceptional follow-up leading to increased repeat and referral business, excellent time management skills for maximizing the number of clients that can be assisted while maintaining a high level of customer service.

Rapidly adapts to new technologies and possess experience with a variety of software including Microsoft (Word, Excel and Knowledge and PowerPoint) and QuickBooks.

Awarded numerous company achievement honors for delivery of exceptional customer service (Q4 Pinnacle Award Winner 2013, Bronze Winner Award).


Outdoor Custom Sportswear Inc. – Overland Park, KS June 2014 to Present

Accounts Receivable Specialist

Manage accounts receivables and billing.

Maintain a portfolio of accounts, monitor a queue daily to ensure past due customers are contacted as needed via letters, email, and phone calls

Analyze customer accounts and resolve discrepancies by authorizing credits and refunds.

Summarize and publish weekly and monthly receivables reports.

Create invoices and receive payments from customers.

Provide excellent customer service to retain the loyalty of returning customers

Interact with executives daily.


Square Two Financial Corporation – Overland Park, KS June 2014 to October 2012

Commercial Recovery Manager

Managed high-volume workload (150-200 accounts) within tight deadlines in a fast paced environment.

Initiated daily outbound calls to customers and answered inbound calls. Corresponded with clients via letters and emails.

Corresponded directly with attorneys to quickly resolve account discrepancies by negotiating settlements.

Assisted with settling delinquent accounts and resolved credit issues.

Strengthened customer satisfaction by providing on-time delivery and follow-up.

Jennifer S. Urbay (continued)

US Bank – Overland Park, KS December 2010 to June 2011


Conducted individual financial analysis to determine appropriate loan and credit options.

Maintained strict confidentiality for all client information.

Created and facilitated the implementation of company sales training deck to teams within 24 Hour Banking.

Assisted with all new account openings.

Integrity Financial Partners- Leawood, KS August 2009 to December 2010

Financial Recovery Representative

Managed customer calls effectively and efficiently in a complex, fast-paced environment.

Contacted business and consumer customers regarding past due and charged-off accounts. Negotiated payment plans to settle account issues and mailed validation letters upon consumer request.

Recovered financial debt obligations owed to JP Morgan Chase Bank that were 90 to 120 days past due.

Managed collection letter process.

Defused volatile customer situations calmly and courteously.

Alliance Data Services – Lenexa, KS September 2007 to August 2009

Customer Service Representative

Managed customer calls while ensuring a high level of customer service and maximizing productivity.

Managed a high-volume workload within a deadline-driven environment.

Assisted consumers and business customers and merchants with questions and inquiries about their outstanding debt or current account.

Specially selected by management to collaborate with Customer Care Manager in creating strategic plans to enhance customer satisfaction.

Coordinated internal resolution of claim exceptions and related issues.

Consistently improved customer satisfaction through expert resolution of conflicts, issues and concerns.

JP Morgan Chase Bank INC – Saint Joseph, MO August 2002 to November 2007

Financial Recovery Representative

Responded to customers regarding past due and charged-off accounts ensuring a reasonable payment plan.

Managed repossession assignments on auto loans.

Promptly processed payments and information received from clients.

Performed outbound collection calls utilizing a predictive dialer, processing 120 to 150 calls per day.

Recovered financial debts owed to JP Morgan Chase Bank that were 90-180 days past due.

Negotiated payment arrangements on accounts, consistently achieving a 70% recovery rate.

Ranked in the Top 5% of collectors during a consecutive 3 month period.


Bachelors in Business Administration –American Public University 2015 to Present

Metropolitan Community College –1 yr

University of Phoenix – 1 yr

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