Customer Service Support
Resume:
Jessica Ellis
Finance and Loan Servicing SME
Arlington, TX 76016
*************@*****.***
• Dedicated, hardworking and passionate,efficient,professional, leadership, mortgage and auto finance, stellar customer service, self sufficient collections, thorough reviewing documents, knowledgeable originations and servicing/ account review and management. On the job training in: Insurance, titles, customer support, legal, leadership and banking.
• Strong ability to multitask and work in a fast-paced environment.
• Experience handling a high IB/OB call volume, excellent escalation experience.
• Excellent verbal and written communication skills.
• CRM and Yardi Experienced.
• Excellent attention to detail and very well organized.
• Self-starter and Fast learner.
Authorized to work in the US for any employer
Work Experience
Remarketing Coordinator
Recon RMC, LLC - Arlington, TX
July 2023 to Present
• Coordinate the sale of vehicles for various auctions by completing checklist to ensure all steps and necessary law and regulations are followed.
• Assign vendors for transport of the vehicles from repo lots to auctions.
• Assist agents with request needed to efficiently drop off and transport vehicles, IE: Keys,GPS bypass, additional funds for difficult tows request etc.
• Verify all funds, documents, notifications and compliance checks have been completed and received.
• Assist with Escalations, complaints and irate customers/clients.
• Assist with appraisal reviews and scheduling of auctions.
• Assign account management specialist to unique/ exceptions/negotiable accounts.
• Maintained a 98.9% monthly sale and resolution rate, the highest in the department, recognized as top team for the past 6 months.
• Awarded for most sales increase in 2023 from 64.39% to 88.4% over goal for team average and 92% personal average.
• Assign accounts to Repo Vendors for transport/ auction locations
• Correspond by email, phone with customers, vendors, different departments and dealers and legal advisors.
• Compliance, quality and auditing review for the department. Sr. Representative, SME
Santander - North Richland Hills, TX
August 2017 to July 2023
• Negotiating payments or payment arrangements with delinquent auto loan customers.
• Maintained an average of 120+ IB/OB calls daily.
• Maintained a 98% collections rate and 100% quality rate successfully each month.
• Assisted with emailing team reports for rankings and day to day updates and company information.
(Team Liason/Lead)
• Assisted with training new hires by allowing them to shadow while working to accurately and efficiently learn how to navigate the system and the accounts process.
• Proficiently utilized both internal and free skip tools to locate no contact customers and charge off accounts.
• Send updated address info and correspondence to Repo Vendors and dispatch to ensure cars that are assigned for repossession are picked up properly and in a timely manner per agent requirements.
• Assisted with OJT scheduling for collections and recovery departments. Subject Matter Expert (SME) Training and Development Xerox Services/ Union Bank - Arlington, TX
June 2014 to July 2017
• Maintained and managed well-developed professional knowledge of entire products and services line offered.
• Organized and planned employee and customer training & launch events or special company events with vendors, clients or potential partners/marketing events for the company.
• Career Development Mentor
• Mentor to employees/ managers in training.
• Assist department managers with compliance course scheduling for entire company. Assist with quality reviews company wide.
• Administrative, clerical and legal assistant. Reports and time keeping assist HR with employee reports and information.( Time keeping, pay, schedules and time off request) Education
Certified or Trade in Business Administration
ATI Career Center - North Richland Hills, TX
July 2008 to April 2009
Skills
• Customer Service (10+ years)
• Microsoft Office (10+ years)
• Leadership Experience (7 years)
• Supervising Experience (7 years)
• Schedule Management (7 years)
• Organizational Skills (10+ years)
• Banking
• Training & Development
• Negotiation
• Mentoring
• Accounts payable
• Communication skills
• 10 key typing
• Microsoft Excel
• Office Management
• Event Planning
• Financial Report Writing
• Accounting
• Yardi
• Auditing
• CRM Software
• Account Reconciliation
• Management
• Accounts Receivable
• Research
• Event Marketing
• Journal Entries
• Pricing
Certifications and Licenses
Certified Accounts Receivables Specialist
March 2023 to March 2025
Professional A/R Certification
Contact this candidate