Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Results-oriented customer service rep knowledgeable about wide range of loan products. Professional in working with different customers to meet individual needs and maximize bank revenue. Analytical problem-solver tenacious in pursuing sales opportunities.Determined Loan Specialist proudly offering over 10 years� experience in payment scheduling, conducting reviews of credit histories and assisting customers. A valuable employee observant of all data confidentiality rules and regulations. Skilled in developing client relationships and observing credit procedures. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.

  • Financial planning expert
  • Customer service-focused
  • Collections proficiency
  • Work ethic
  • Critical thinking
  • Data management
  • Planning
  • Collaboration
  • Meticulous and organized
  • Business operations understanding
  • Multi-line telephone skills
  • Organization and efficiency
  • Recordkeeping and bookkeeping
  • Correspondence management
  • Data entry
  • Service-oriented mindset
  • Skip tracing
  • Insolvency resolution
  • Automated dialer experience
  • Installment plan set up
  • Effective negotiator
  • Team collaboration
  • Mathematics skills
  • Friendly voice
  • Policy standards and guidelines
  • Team-oriented
  • Trend Identification and Forecasting
  • Foreclosures and Liquidations
  • Familiar with locating individuals
  • Commercial Lending and Refinance
  • Persuasion strategies
  • Scripted conversations
  • Billing practices
  • Cash Flow and Financial Analysis
  • Credit and collections
  • Process Optimization/Improvements
  • Payment acceptance
  • Records management
  • Insurance policies
  • Performance improvement techniques
  • Loan Origination and Underwriting
  • Customer research
  • Records maintenance
  • Mortgage Banking and Analysis
  • Risk management
  • Call center background
  • Short Sales/Note Sales
  • Investigation due diligence
11/2020 to 08/2021 Loan Advisor Drivetime | Clearwater, FL,
  • Contact or attempt contact with customers who are delinquent. Collect past due payments and negotiate payment plans while maintaining positive relationship with customers. Maintain positive working relationships with the Loan Servicing team. Meet or exceed production goals.
  • Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
  • Spent ample time with each applicant to break down complex information into terms that easy to understand.
  • Identified valuable solutions for customers with credit problems.
  • Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Improved operations by working with team members and customers to find workable solutions.
09/2019 to 11/2020 Account Manager Untitled, Llc | Louisville, KY,
  • Confer with customer by telephone in attempt to determine reason for overdue payment; review original account level documentation along with any legal documents with customer; take appropriate action if customer disputes the account(s). Request appropriate form letters to customers to notify of transfer of account to our company, encourage payment of delinquent accounts or confirm agreements to settle accounts. Record information about financial status of customer and status of collection efforts using automated collections software. Obtain and review appropriate correspondence and documents, both paper and electronic that pertain to the account Establish payment schedule and grant extensions of payment deadline. If delegated settlement authority, settle account within limits authorized; otherwise, obtain necessary information and confer with supervisor. Comply with all aspects of the Fair Debt Collection Practices Act (FDCPA), company policies and procedures
  • Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
  • Communicated with clients via email, phone, online presentations, screen-share and in-person meetings.
  • Developed productive relationships with business representatives and consulted closely to uncover needs and match available solutions.
  • Grew customer base by identifying needs for relevant product solutions to fit client budgets and schedules.
  • Updated account plans based on changing markets, customer conditions and competitor activity.
  • Designed timelines for services and alerted customers of changes or updates frequently.
01/2010 to 08/2017 Front Desk Receptionist Us Logistics Solutions, Inc. | Tulsa, OK,
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Received incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
  • Prepared daily shift close reports and balanced cash register to accurately reflect all transactions.
  • Responded to inquiries and room requests made online, by phone or email.
  • Signed for packages, recorded deliveries and distributed to personnel.
  • Maintained accurate bookkeeping of important files, running reports and delivering updates on occupancy and revenues.
  • Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
  • Explained and pointed out property details to guests, including dining areas, pool, spa and fitness center.
  • Input customer data into reservation software and made immediate updates to reflect room changes.
  • Checked and secured building areas during off-hours to prevent entry by unauthorized individuals.
  • Created and optimized employee schedules for shift coverage.
  • Processed and prepared memos, correspondence, travel vouchers and other documents, routing to appropriate personnel.
  • Scheduled meetings and meeting rooms for internal personnel, partners and clients.
  • Scheduled and confirmed appointments.
  • Answered and directed incoming calls using multi-line telephone system.
  • Answered phone calls, provided information to callers and connected callers to appropriate people.
  • Answered office phone and emails to schedule appointments, forward information
  • Greeted incoming patients and verified paperwork to manage smooth intake processes.
  • Delivered administrative support to team members, including making copies, sending faxes, organizing documents and rearranging schedules.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Documented and routed business correspondence to manage office paperwork.
  • Maintained daily calendars, set appointments with clients and planned daily office events.
  • Processed payments and updated accounts to reflect balance changes.
  • Pulled and organized requested documentation.
  • Greeted visitors and directed them to appropriate areas, verifying reasons for visit and patient information.
  • Sorted incoming mail and directed to correct personnel each day.
  • Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
  • Organized resources and staff necessary to handle requirements and maintain strong service levels.
  • Maintained front office cleanliness and organized supplies to increase task productivity.
  • Determined needs of visitors and provided information or solutions.
  • Oversaw office inventory by restocking supplies and submitting purchase orders.
  • Communicated with outside offices to obtain records and transfer files for resident needs.
  • Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
  • Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
  • Delivered key administrative support to coworkers, taking on additional tasks during peak times.
  • Entered data in Microsoft software to keep records of resident information.
  • Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
  • Applied knowledge of medical terminology and insurance processes to support office administration productivity.
  • Managed more than 50 incoming calls per day.
  • Prepared packages for shipment by generating packing slips and setting up courier deliveries.
  • Maintained financial records to verify timely clearance of credit and debit activities.
  • Kept offices organized and well-stocked to maximize operational efficiency.
  • Maintained office safety by screening visitors, updating logs and issuing temporary passes.
  • Communicated with vendors to place and receive orders, request services and deliver instructions from office management.
  • Directed and oversaw office personnel activities.
  • Sorted and distributed business correspondence to correct department or staff member.
  • Assisted current and prospective patients with navigating telephone and web-based support systems.
  • Managed office duties and basic administrative tasks, including organizing and cleaning work space, ordering materials and answering phone calls.
  • Coordinated and communicated with 200 clients daily to gather pertinent information.
  • Updated front office phone protocols to increase productivity by 100% and decrease customer hold times.
  • Addressed information updates by making changes to records in system.
  • Produced and distributed clear and error-free business correspondence, file documentation and internal team memoranda.
  • Organized and updated schedules and monthly calendar obligations for various levels of management and staff.
  • Communicated treatment plan instructions for patients to facilitate at-home and continuing care.
  • Coordinated travel arrangements by booking hotel rooms, car rentals and flights for staff.
Education and Training
Expected in | Tarrant County College District, Fort Worth, TX GPA:
Expected in 06/2009 High School Diploma | Dunbar High School, Fort Worth , TX GPA:

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School Attended

  • Tarrant County College District
  • Dunbar High School

Job Titles Held:

  • Loan Advisor
  • Account Manager
  • Front Desk Receptionist


  • Some College (No Degree)
  • High School Diploma

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