Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ieshia Jackson

Tempe

Summary

Results-oriented Collections Specialist offering 12+ years of experience and a driven mentality. Persistent with customers and seasoned in overcoming objectives, dedicated to exceeding goals, meeting high productivity, quality and performance standards. Efficient and competent professional looking to contribute to an organization by making use of my dedication, self-motivation and exceptional customer service/collection skills.

Overview

13
13
years of professional experience

Work History

Performing Loan Consultant II

Newrez Mortgage Llc
05.2024 - Current
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.

Advanced Loan Servicing Specialist II

Specialized Loan Servicing
11.2020 - 05.2024
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Worked primarily on outbound dialer/manual dialing team
  • Resolved customer inquiries efficiently, enhancing satisfaction and retention rates.

Collections Specialist II

Flagship Credit Acceptance LLC
12.2019 - 04.2020
  • Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
  • Used skip tracing and other techniques to locate debtors.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.

Advanced Loan Servicing Specialist

Freedom Finanical Network Llc
06.2018 - 11.2019
  • Recorded all information regarding financial status of customers
  • Negotiated to collect balance in full
  • Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances
  • Counseled debtors on payment options and arranged installment agreements
  • Achieved performance goals on consistent basis
  • Used skip tracing and other techniques to locate debtors
  • Worked in call center environment handling manual and automatically dialed outbound calls

Collection Specialist II

Specialized Loan Servicing LLC
08.2016 - 11.2017
  • Developed effective relationships with all call center departments through clear communication
  • Maintained up-to-date records at all times including verifying demographics such as contact information Assisted customers with inquires regarding the servicing of their mortgage ranging from escrow inquires, insurance inquires, web inquires etc
  • Assisted customers with payments and negotiated informal payment arrangements while staying within company and investors guidelines or guidelines due bankruptcy, foreclosure etc
  • Assisted customers with applying for loss mitigation Advised customers upon contact of any solicitations and notices from the company or investors
  • Collected customer feedback and made process changes to exceed customer satisfaction goals

Collection Associate II

Wells Fargo
11.2015 - 06.2016
  • Wells Fargo Auto Finance Chandler, Az Responsible for managing assigned queue which included verifying consumers demographics and determining if reason for delinquency was short or long term than proceeding to negotiate payment plans and offer assistance to resolve delinquency for consumer accounts 23+ days past due while staying within company guidelines

Debt Collector

Iqor Holdings Inc
05.2012 - 11.2015
  • Provided accurate and appropriate information in response to customer inquiries
  • Negotiated with credit counseling companies and consumers on behalf of clients primarily settlements I have both 1st party and third party experience experience with charge off accounts and recovery Managed my own queue and following up with consumers I assisted customers by tactically addressing their questions or concerns regarding billing and account information
  • Maintained high call scores for quality and timing

Education

High School Diploma - undefined

Apache Junction High School
Apache Junction, AZ
2011

Skills

  • Conflict resolution proficiency
  • Goal-orientated
  • Strong problem solving ability
  • Excellent communication skills
  • Negotiation competency
  • Active listening skills
  • Able to work in a very fast-paced environment
  • Experience ranging from mortgage, auto finance, medical etc
  • Adapt to change fluently
  • Persistent with customers and seasoned in overcoming objectives
  • Dedicated to exceeding goals, meeting high productivity, quality and performance standards

Timeline

Performing Loan Consultant II

Newrez Mortgage Llc
05.2024 - Current

Advanced Loan Servicing Specialist II

Specialized Loan Servicing
11.2020 - 05.2024

Collections Specialist II

Flagship Credit Acceptance LLC
12.2019 - 04.2020

Advanced Loan Servicing Specialist

Freedom Finanical Network Llc
06.2018 - 11.2019

Collection Specialist II

Specialized Loan Servicing LLC
08.2016 - 11.2017

Collection Associate II

Wells Fargo
11.2015 - 06.2016

Debt Collector

Iqor Holdings Inc
05.2012 - 11.2015

High School Diploma - undefined

Apache Junction High School

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Ieshia Jackson