Collections & Loan Servicing Customer Success

EBONY AUSTIN

Charlotte, NC • 980-***-**** • ************@*****.*** • linkedin.com/in/ebonyaustin

PROFESSIONAL SUMMARY

Customer-focused financial services professional with a track record across collections, accounts receivable, loan servicing, and customer success. Skilled at resolving complex account and billing issues, coordinating cross-functional workflows, and maintaining accuracy and compliance in fast-paced, regulated environments. Experienced with CRM/Salesforce platforms and remote collaboration tools, with a reputation for turning frustrated customers into satisfied ones.

CORE COMPETENCIES

● Customer Experience & Retention

● Collections & Accounts Receivable

● Loan Servicing & Payment Processing

● Dispute & Escalation Resolution

● CRM / Salesforce Administration

● Account Reconciliation

● Process Improvement

● Cross-Functional Collaboration

● Compliance & Documentation

● Remote Team Collaboration

● Stakeholder Communication

● Microsoft Office Suite

PROFESSIONAL EXPERIENCE

Collections Specialist — Figure Lending, LLC Sept 2025 – Mar 2026

● Managed a portfolio of delinquent accounts, negotiating repayment solutions while maintaining full compliance with lending regulations and internal policy.

● Coordinated account updates, payment arrangements, and documentation across systems to improve customer outcomes.

● Balanced recovery targets with customer experience and accuracy in a high-volume, deadline-driven environment.

Customer Success Associate — Figure Lending, LLC Feb 2025 – Sept 2025

● Guided borrowers through HELOC application and servicing workflows, including documentation, payment scheduling, and account support.

● Resolved customer issues across phone, chat, and email channels while maintaining accurate records and compliance standards.

● Partnered with cross-functional teams to move customer requests through defined processes and deliver timely resolutions.

Credit & Collections Specialist — Caesarstone US Apr 2024 – Aug 2024

● Conducted credit checks, maintained aging reports, and processed commercial account payments for B2B accounts.

● Reconciled customer account records with strong attention to detail, improving financial accuracy.

● Supported collection activities, balancing customer relationships with recovery objectives.

Accounts Receivable Specialist — PepsiCo at IBM Feb 2023 – Apr 2024

● Managed invoicing, account reconciliation, and payment processing for a high-volume customer base.

● Collaborated with internal teams to investigate discrepancies and resolve billing issues, improving process accuracy.

● Maintained accurate account activity records in support of month-end close and reporting.

Public Platform Resolution Specialist — Randstad at Pink Energy May 2021 – Feb 2023

● Resolved escalated customer complaints across public platforms, coordinating solutions with multiple stakeholders to protect customer experience and brand reputation.

● Tracked issues and documented outcomes to support customer retention and continuous improvement.

● Delivered timely, professional resolutions in a fast-paced customer advocacy role.

Business Application Representative — Eliassen at United Rentals Aug 2019 – May 2021

● Supported business clients with account setup, applications, and technical inquiries, translating customer needs into effective solutions.

● Coordinated application-related requests and communicated clearly with customers and internal teams.

ADDITIONAL EXPERIENCE

Corrections Officer — Montgomery County Department of Corrections Dec 2014 – Apr 2017

● Maintained safety, documentation, and procedural compliance within a regulated correctional environment.

EDUCATION & CERTIFICATIONS

University of North Carolina at Charlotte — Bachelor of Science in Criminal Justice, In Progress

Certified Customer Support Specialist (CCSS) • Salesforce Certified Administrator

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