Accounts Receivable Service Coordinator

NICOLE BURKE

Whiting, IN *****

708-***-**** - ************@*****.***

PROFESSIONAL SUMMARY

Service- oriented in many positions held. 10 + year corporate setting. Core competencies includes account- billing financing, critical thinking, problem solving and analytical skills as well as excellent communication and time management skills. WORK HISTORY

12/2021-Current Loan Specialist

Flagstar Bank- Remote, MI

● Handle up to six additional call types such as, Escrow, Tax, Payoff, PMI, Heloc, Consumer, Use problem solving skills, paired with knowledge of Flagstar procedures, to identify and communicate appropriate, accurate solutions to customers

● Execute and solve day-to-day operation problems to meet department and investor Service Level Agreements

● Review annual analysis for anomalies ensure loans are analyzed accurately and timely per RESPA requirements

● Able to efficiently research tax and insurance activity

● Handle escalated loan level issues and provides departmental research and assistance for complex issues as needed to support client inquiries and various departments

● Process escrow refund requests

● Review and handle escrow setup and/or deletion request

● Complete additional administrative tasks assigned by management in a timely manner

● Answer questions and overcome customer objections in order to manage and execute account

● Maintain familiarity with systems and applications in order to research inquiries

● Maintain and audit a variety of spreadsheets and report any exceptions to management

● Perform additional responsibilities as assigned by management. 02/2021-12/2021 Member Service Coordinator

Zipcar Inc- Remote Chicago, IL

● Responds thoughtfully to member inquiries and escalated operational failures in a timely fashion

● Works collaboratively with Operations to communicate with members and identify solutions to reduce member impact,

● (Billing duties) Acts as a gatekeeper for member charges, reimbursements, refunds, and credits resulting from escalations or operational need

● Zendesk, Salesforce, Microsoft outlook email, Slack communication channel

● Engaged and executed Ticket queues (Zendesk) to resolve members request, inquiry and IT issues.

● Operate duties using Microsoft Excel, SQL or other data analysis tools 07/2019 to 06/2020 Account Coordinator

Uber Freight – Chicago, IL

● Address customer issues and perform necessary follow up to ensure customer satisfaction

● Monitor customer communication through all channels (Gmail, ZenDesk, Salesforce plus.

● Monitor, build and track freight loads for sale and OTD (On Time deliveries)

● Partnered with Freight Ops stakeholders to create SOPs and flow charts to map existing workflows, which created SAG pilot which led to an SLA improvement of over 30%

07/2018 to 07/2019 Escalation Specialist

Uber Freight – Chicago, IL

● Resolved escalated issues over phone/via email and chat with Uber customers daily.

● Investigated and resolved account and payment issues.

● Worked with multiple screens and programs such as Google, Zendesk, Salesforce Slack and Macro to resolve customer issues.

● Analyzed workflow in Zendesk to improve first touch resolution time. 12/2016 to 07/2018 Billing Coordinator

CH Robinson Logistics – Chicago, IL

● Identified, researched and resolved billing variances to maintain system accuracy and currency.

● Generated and submitted invoices based upon established accounts receivable schedules and terms.

● Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.

● Referred past due payments to the collections department. EDUCATION

Associate of Arts: Business Administration

Purdue University Calumet - Hammond, IN

Registered Notary

Loan signing agent- Indiana

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