senior credit escalations analyst resume example with 15+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
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Professional Summary

Knowledgeable, diligent, and service-focused customer support professional with more than 20 years of extensive experience in various industries. Excellent reputation for resolving problems, managing multiple priorities and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, dependable and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

  • Cognitive flexibility
  • Complaint resolution
  • Complex problem solving
  • Coordinating with others
  • Judgment and decision-making
  • Multitasking abilities
  • Professional telephone demeanor
  • Retention
  • Self-motivated
  • Service standard compliance
  • Time management
  • Verbal and written communication
Work History
Senior Credit/Escalations Analyst, 10/2019 to Current
Keybank National AssociationAvon, IN,
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Liaises with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Maintains customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Ensure all escalations are researched and responded to within established SLAs.
  • Handles escalated issues when standard processes are not effective.
  • Contacted customers with past due accounts to formulate payment plans and discuss restructuring options.
  • Accurately oversees portfolio of over 5k accounts.
  • Minimize accounts receivable collections and reconciled customer billings and statements.
Senior Credit Associate, 12/2015 to 08/2019
Carter BankBassett, VA,
  • Reviewed and released orders on credit hold within timely manner after reviewing account status, payment history, collection notes, credit line, and collecting receivables needed to bring customers into risk tolerance limits.
  • Facilitated communications between customer, credit department, sales, and customer service to ensured high level of customer contact, service, and timely resolution to issues.
  • Demonstrated independent judgment and critical thinking in order to make informed real-time decisions to mitigate risk through securing funds, negotiating collateral requirements, or exiting fraudulent and excessive risk accounts.
  • Contacted customers to verify account information and best account options, answered questions, and resolved concerns to uphold exceptional customer service standards and promote brand loyalty.
  • Controlled credit exposure by providing financial order management support to minimize risk and obtain timely payment.
Commercial Credit Analyst, 10/2008 to 04/2015
ChefLos Angeles, CA,
  • Maintained and update all accounts (i.e. changes in billing requirements and address, name changes, etc.) and assignments of new customer numbers.
  • Compared liquidity, profitability, and credit histories of establishments being evaluated with those of similar establishments in same industries and geographic locations.
  • Effectively communicates with internal and external customers to identify root cause of problems/issues by asking probing questions and collaborate to arrive at solution using compromise, persuasion, and diplomacy.
  • Responsible for monitoring activities that may result in change to account credit limit (i.e. payment history, bankruptcies, news reports, etc.).
  • Maintained and update all accounts (i.e. changes in billing requirements and address, name changes, etc.) and assignments of new customer numbers.
  • Contributed to problem-solving where development of new solutions, methods, and systems will result in positive impact on department s overall goals.
Customer Advocate, 08/2006 to 03/2008
BlueCross BlueShieldCity, STATE,
  • Resolved inquires by doing whatever research and follow up is necessary for accurate resolution of written, electronic and telephone inquiries to ensure that members do not need to call back regarding same issues.
  • Listened, analyzed and researched utilizing available systems and in house documentation then follow up with customer to provide detailed response and further direction if needed.
  • Applied medical necessity guidelines, determine coverage, analyze benefits, complete eligibility verification, identify discrepancies, and apply all cost containment measures to assist in claim adjudication process.
Associate of Arts: Business and Marketing, Expected in 2016 to Grantham University - Lenexa, KS
Continuing Education: Certification in Supply Chain & Logistics, Expected in 2011 to University of North Florida - Jacksonville, FL

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Resume Overview

School Attended

  • Grantham University
  • University of North Florida

Job Titles Held:

  • Senior Credit/Escalations Analyst
  • Senior Credit Associate
  • Commercial Credit Analyst
  • Customer Advocate


  • Associate of Arts
  • Continuing Education

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