Service Representative Customer

TONGI SHARRON GREEN

Mobile 770-***-****

Email: *****.*****@*******.***

CAREER OBJECTIVE

Performance-driven goals to achieve and exceed all revenue, and business development in a high-pressure environment. Skilled at consulting with clients delineate and analyzing financial situations while developing strategic solutions that strengthens company goals and representation.

EXPERIENCE

LIFE UNIVERSITY

Student Accounts Coordinator, July 2022-Present

{Express Employment Professional Contractor - Temp}

•Primary contact for students and parents concerning student tuition, scholarships, loan accounts, communicating and follow up effectively in a timely method (emails, correspondence, and phone).

•Award athletic scholarships for eligible students, outside scholarships, housing scholarships, post book tuition, post parking fines.

•Responsible for Perkins Re-assignment and Liquidation Process.

•Processes invoices and post payments from the collection agencies, and third-party payment.

•Reconciles the Federal Perkins loan program, quarterly with the Controller’s office and Heartland or ECSI; assists in fiscal year audits.

•Student services including advisement of students' financial obligations, financial options, tuition invoice, and student account balances.

•Quarterly disenrollment for non-payment.

•Processing year-end 1098-T’s.

•Assigns past due accounts per quarter to collection agencies (first and second placement) and processes small balance write-offs.

•Process litigation invoices, payment requests from collection agencies, settlement offers, and provides collection agencies with proper documentation.

•Interact with the Office of Financial Aid regarding Perkins loans, scholarships, and student eligibility.

•Maintain Quest Report for Balance Greater Than Zero – monitoring all students with balances of more than $250 throughout the campus. Any outstanding balance would result in “Account holds” or “Transcript holds” being placed on the account. Also removing holds if the account has been brought back to status. Processed disciplinary or “Conduct holds” for problem students.

•Established and maintained effective and cooperative working relationships with other departments (Athletics, Financial Aid and Registrar).

•Work closely with FWS student hiring, training, and advising daily tasks.

•Provide customer service regarding collection issues (payment). Processes and review account adjustment, resolve discrepancies on student accounts.

•Orientation & Presentation presenter for UG, GRAD, DC programs with students & parents. Graduation Ceremony Committee (every new Quarter or 11 weeks).

MISSOURI HIGHER EDUCATION LOAN AUTHORITY OR MOHELA

Financial Adjustment Specialist, September 2014 – July 2022

(Immediate Credit Recovery {ICR} Outsourced Federal Contractor WFM Covid-19)

•Assists with modification of procedures for the department.

•Maintains and assures program compliance through the strategic use of MOHELA’s various systems, keeping current with and accurately interpreting the program rules and regulations and the effective use of certain designated quality control standards.

•Accurately and timely completes IDQ/IPL tasks including payment reapplication, removal of paid ahead, FSA approved for death, disability, teacher loan forgiveness, small balance, and other miscellaneous write offs.

•Accurate and timely processing of auto debit, which include new applications, suspension of auto debit, adding additional amount or loan, and removing auto debit as required.

•Access the Department of Education’s website to extract schedule information to report and post payments as required for IPAC IN.

•Out research misdirected payments to determine the correct servicer following all IPAC instructions.

•Schedule information will be reported, and misdirected payment will be deleted from suspense.

AIDVANTAGE STUDENT LOAN SERVICER

Finance Analyst – Project Analysis September 2014 – July 2022

(Immediate Credit Recovery {ICR} Outsourced Federal Contractor WFM Covid-19)

•Responsible for preparation of historical project billing data along with final indirect rate details for cost reimbursable project closeout.

•Provide monthly progress reports to management on completed projects, any incomplete historical data, and financial impacts of overall closeout activities.

•Work with other finances and AR teams members to obtain all necessary project data from CostPoint as well as historical archived records, • Manage and report progress of closeout activities through the master tracker of all completed projects.

•Support preparation efforts of incurred cost submission for relevant schedules to final settled cost and billing adjustments.

•Ensure the security and privacy of financial information.

TEXAS WORKFORCE COMMISSION OR TWC

Customer Service Representative Unemployment Processor, September 2014 – July 2022

(Immediate Credit Recover {ICR} Outsourced Federal Contractor WFM Covid-19)

•Processing millions of unemployment claims during Covid-19 pandemic for the state of Texas.

•Consulting and researching with the claimants that have not received payments.

•Consult with the claimants to advise the terms and life remaining on their unemployment claims.

•Assisting claimants on website access, logins, passwords, pin resets, and security clearance with ID.ME which is a government certified identity company that each claimant or applicant must complete to begin the unemployment process.

•Customer service relations.

IMMEDIATE CREDIT RECOVERY or ICR

Federal Student Aid or FSA - Financial Adjustment Specialist, September 2014 – July 2022

•Responsible for the distribution of $2.8 million in student loan funding.

•Processing all funds received and disbursed to the correct loan sequences the borrower is paying towards.

•Investigating FFELP loans (private loans) making sure all borrowers information is valid for processing.

•Responsible for liquidations of daily, monthly, client, and company goals.

•Submitting correspondence to the borrower as requested.

•Reviewing any overpayments, insufficient funds, or default balance for reporting purposes using DMCS systems (government portfolio).

•Responsible for completing multiple tasks at one time while adhering to stringent deadlines.

FREDERICK J. HANNA & ASSOCIATES, LLC

Senior Collection Manager, June 1998 – August 2014

Department of Education, Chase Bank, Bank of America, Capital One Bank, Medical Billing, Judgments, Garnishments, FIFA, and Liens

Liquidating monthly client and company goals. Distributing $1.1m in client revenue throughout all locations.

Maintaining call center with over 150+ employees in two different locations.

Training and development of managers on financial planning and strategies.

Development with all staff members to ensure all stay within the guidelines of EPTA, FDCPA, FCRA, CILBA, SSCRA, TCPA, and UDAAP.

Familiarity with stringent deadlines and law firm techniques. Overall operational structure.

Worked closely with Attorneys, paralegals, and clients for best option or resolutions for all contracts.

EDUCATION

MORRIS BROWN COLLEGE, 1990-1991

Completed some course work towards Bachelor of Accounting – Business Management

Atlanta Area Technical College, 1988 – 1990

Completed course work toward Business Management

ADDITIONAL SKILLS

Microsoft Office 365

Microsoft Excel

Microsoft Outlook

Microsoft PowerPoint

Microsoft Teams

TouchNet

Blackboard

Colleague

Sal/Portal ECSI

IPAC software

PHEAA software (Pennsylvania Higher Education Assistance Agency)

DMCS software (Debt Management & Collection System U.S. Department of Education) NSLDS Perkins Data Prep software

REFERENCES available upon request.

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