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Customer Service

Elkhart, Indiana, United States
15.00 - 17.00
October 28, 2016

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*** ****** ******

Elkhart, IN ****6

Cell: 331-***-****


Over 19 years of experience in Accounts Receivable, Finance, Credit and Collections and Customer Service. Continually seeking to expand responsibilities and apply my experience, skills and expertise. I am highly analytical and deadline driven to meet business objectives and department goals.


Debt Resolution Specialist

May 2014 to February 2015

Financial Management Systems – Rolling Meadows, IL

Revenue Recovery of Student Loan Debt for the Illinois Department of Education.

Accurately inform borrowers of all repayment options and penalties of re-defaulting on student debt

Enroll borrower in repayment program and follow up as necessary to ensure borrower does not re-default.

Solicit borrower income and expense information to accurately identify eligibility for the correct loan repayment program.

Ensure all paperwork is received, that provided documentation is accurate and proves borrower eligibility for programs.

Properly document all activity with borrower on their computer based record.

Meet all production and attendance standards set by the company, i.e. outbound calls 150+ per day on a predictive dialer system while managing assigned Que.

Skip Trace to locate borrowers using all social media and in-house skip tracing system.

Maintained current knowledge of compliance requirements and apply knowledge appropriately to protect the borrower and the company from liability.

Maintained certifications and testing requirements per the Department of Education, e.g. FDCPA AND FISA.

Provided outstanding customer service in line with I3 standards in a strict recorded and monitored call center environment.

Credit and Collections Analyst

June 2009 to January 2014

Ameriquest Business Services - Downers Grove, IL

Nurtured relationships with assigned customers (290+ - some with balances exceeding $1 million in payables) while compelling them to bring their account current.

Reviewed, evaluated, and prioritize past due accounts based on the threshold criteria given utilizing financial reports.

Resolve disputed invoices by gathering facts and information from the customer while working with the Dispute Department, Dealers and Vendors for resolution, settlement or write off.

Maintain detailed notes on steps taken on each past due account.

Identify issues that will create future collection problems and make recommendations regarding preventative measures.

Periodic account review using Dunn & Bradstreet and/or customer financial statements for credit increase, reduction or termination.

Following published company policies and procedures reviewed and reconciled all customer statements.

Reviewed accounts with Management and Sales Team for placement with third party collections.

Major Accounts Administrator

September 2007 to February 2009

FP Mailing Solutions - Addison, IL

Point of contact for 10,000 Major Accounts (252 Customers-13 State Contracts), 150 Dealers, Division Sales Managers and 3 Map Managers.

Processed supply orders and contracts for new and current customers while maintaining continuous contact regarding account management.

Updated daily, weekly and monthly reports for postage balance usage and contract information for all customers.

Tracked all Postage Advances processed (some balances in excess of $75K) for all customers to ensure proper and timely payment.

Resolved customer balance and inventory issues by working closely with Customer Care, Inventory Control and Credit for resolution, settlement or write off.

Credit and Collections Specialist

February 2006 to September 2007


Managed the Major Accounts Portfolio of 10,000 Accounts for All Credit and Collections Activity.

Resolved customer disputes through interface to review and correct for pricing, credits, returned meters and supplies supplies by communicating with Inventory Control, Billing and Accounting.

Collected past due balances, audited accounts for possible credits owed to customers and reviewed small balances for possible write off.

Reviewed all Major Accounts and customers (70,000) for submission to Third Party Collections.

Liaison between Credit and the National Accounts Department to assist in resolving balance disputes and assist with the collection of any balances due through their Corporate Contacts.

Daily contact with customers to achieve balance reduction, payments and negotiating closeouts.

Remittance Processing Specialist

February 1995 to September 2005

GE Auto Financial Services - Barrington, IL

Managed the daily application and retraction of all payments and charges to a Recovery, Lease and Loan system.

Audited small balances on Loan and Lease accounts for closing or write off.

Quoted payoffs on Loan accounts to Third Parties and Customers for refinancing or trade in, collected outstanding balances due for total payoff within guidelines of the Fair Debt Collection Practice Act, Liaison between Accounts Payable, Collections, Insurance, Repossessions and Legal Departments for information concerning account status

Trained and supervised data entry clerks and the application of up to $40 Million a month in receivables.

Assisted in the integration of four new company acquisitions of over $10 Million and worked extensively with portfolio owners to ensure proper handling of payments and the application of late fees and credit reporting.

Partnered with Legal Department to investigate and eliminate payment fraud resulting in 70% reduction

Maintained and validated two payment systems for a period of 3 months to ensure accuracy during a companywide system upgrade.


High School Diploma: Required, 1989

Evanston Township High School - Evanston, IL

Additional Information

Word, Excel and 10 Key Proficient, Type 70 WPM


Summit Award Winner 2009-This award is presented to the top 200 employees every year at GE Capital.

Received 8 All-Star Awards for outstanding performance, teamwork and improving an existing process through Six Sigma Training.

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