Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
Professional Summary
Analyst with extensive 20+ years experience in collections, customer service, banking, mortgage and insurance.  I excel in resolving complex customer service needs & providing swift and accurate solutions.  I am a highly analytical, deadline-driven indiviual who completes each task with accuracy and speed.
Work History
Tax Technician - Range B, 10/2015 to Current
Hilton Grand VacationsStuart, FL,

Provide excellent customer service in a fast paced TSCS department by answering inbound & outbound calls from taxpayers & tax preparers with their tax questions.  Extensive knowledge of navigate (TPF; TI; ARCS; INC; CM; WASS, E-Gateway; DMV; POA) BETS & PIT Entities to utilize in-depth account and system analysis, validate accounts for accurate balance & explain assessment to resolve taxpayers questions. Ability to handle collection accounts by negotiating payment options & setting up installment agreements. Educate taxpayers to prevent future delinquency and non-compliance.  I always promote FTB values & mission by encouraging each caller to visit FTB website to learn more about the benefits of enrolling in MYFTB account.  Review & complete correspondence (CM) files weekly.  For the past 4 months I have had (0) correspondence files due to ability to resolve cases throughout the day. I volunteer to assist our unit team with other agent's files.  For the past 5 months, I am averaging 43 calls per day vs. 32 calls per day for my peers.  My average QA score is 97%.  Since May of 2016, I volunteered to distributed incoming faxes to team members daily.  July 2016, assigned to various OJT (on the job training) upcoming new Tax Technicians.  Completed BE training 6/14/2017.

Customer Service Rep./Office Manager, 05/2009 to 09/2015
Eagle Bancorp, Inc.Arlington, VA,

Successfully maintained 99% customer retention payments on past due clients on a monthly basis for the 6 years.  Set up installment payments arrangements to bring customer's accounts current.  Analyze agency reports daily including property, auto, life billings & renewals as well as responding to underwriting requests to resolve any upcoming company cancellation by contacting customers to resolve and avoid cancellations of their policies.  Process account receivables, account payables and monthly payroll.

Collector III, 04/1988 to 09/1994
The Money StoreCity, ,
Assigned to contacting 90+ past due clients to assist with their hardship & set up payment arrangements to resolve their delinquencies and bring their mortgage payment current to avoid borrowers properties going into Pre-foreclosure status.  Achieved success rate of 99.9% for the entire time with the company.
Business Collector II, 01/1986 to 04/1988
MCI CommunictionCity, ,

Assigned to contacting Nationwide businesses past due accounts over 90+, review tax returns & credit reports. Negotiate and set up payment plans and resolve delinquency.  Success rate of recovering 99.9% on a monthly basis.

Branch Manager, 07/1981 to 01/1986
Sacramento 1st National BankCity, ,
Operated & managed a local bank branch.  Approved large deposit over $5K for business accounts.  Review & approved incoming & outgoing wires through Federal Reserve Bank.  Review & balance various bank reports daily.  Process daily merchants deposits.  Supervisor six employees - prepared annual reviews and involved in hiring process and screening new bank applicants. 

Knowledge FTB PIT laws, policies & procedures        

Knowledge FTB systems (TPF; TI; CM; ARCS; INC; DMV; E-Gateway)

Excellent time management & ability to handle multiple tasks

Excellent interpersonal skills



















Ability to exercise good judgment

Ability to resolve delinquencies

Ability to work independently

Excellent customer service skills

Strong work ethic

Self motivated

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Resume Overview

School Attended

    Job Titles Held:

    • Tax Technician - Range B
    • Customer Service Rep./Office Manager
    • Collector III
    • Business Collector II
    • Branch Manager


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