JOANNA FORD

Nederland, TX 409-***-**** ad4ie8@r.postjobfree.com

EXPERIENCE

APRIL 2022 – SEPTEMBER 2023

Customer Service Rep • Kubota Credit

Provided excellent customer service and account counseling to assist customers with bringing their accounts current. Training coordinator and support for all new hires. Handled escalated calls and provided solutions to customers to meet their needs while maintaining company goals. Provided guidance and support to delinquency Counselors regarding compliance, policies, repossessions, and legal accounts.

JULY 2021 – APRIL 2022

Assistant Manager • Mariner Finance

Managed and led staff in a respectful and ethical manner. Delegated job task assignments to staff, ran daily, weekly, and monthly reports on accounts, collections, and supported staff in daily activities. Managed various accounts, provided customer service, account counsel, refinancing, new loan processing, and processing of payments.

JULY 2017 – JULY 2021

Specialist II, Sr. Delinquency Counselor • PenFed Credit Union

Provided customer service and counsel to members regarding delinquencies and fraudulent charges. Handled escalated customer calls and provided solutions to rectify the situation. Supported staff as Training Coordinator and ensured knowledge and application of compliance policies, queue management and legal accounts. Utilized skip tracing techniques in efforts to collect accounts and settle debts. Presented debt settlement offers to upper management and performed fraud investigations on suspected accounts.

DECEMBER 2014 – FEBRUARY 2017

Member Solutions Specialist • Five Point Credit Union

Provided customer service in-person and over the phone to process payment and loan extensions, and counsel on account delinquencies. Utilized skip tracing and tracking techniques in efforts to collect accounts and locate collateral. Processed various reports and payment adjustments, added, and removed collateral insurance, and filed civil and attorney suits.

EDUCATION

Ashford University 2018 Graduate

Bachelor Business Administration Cum Laude 3.55 GPA

SKILLS

COLLECTIONS * CUSTOMER SERVICE * LEADERSHIP * ACCCOUNTING * COMMUNICATION HIGHLY MOTIVATED * STRONG WORK ETHICS * DOCUMENT CONTROL * MS OFFICE * EXCEL

Industry specific software – FDR, Hogan, Penguin, Interactive Desktop, Salesforce, DM Pro, VPN Access, etc.

REFERENCES

Nicole Smith (409-)728-2021 * Molly Brumfield 409-***-**** * Royce Perkins 409-***-****