Jennifer Flynn
Glendale
Summary
Highly-qualified Collections Manager adept at helping customers develop effective payment plans using persuasive communication skills and knowledge of financial options. Bringing more than 18 years of billing-related experience. Motivated, flexible, and versatile personable business professional. Able to maintain a sense of humor under pressure. Analyze issues, while making systematic and rational judgments based on relevant information. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline driven environments with excellent team building skills.
Overview
20
20
years of professional experience
Work History
Genesis
Collector
08.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
- Assisted customers in understanding their financial obligations, providing education on credit management and offering solutions to prevent future delinquencies.
- Negotiated to collect balance in full.
- Processed payments and applied to customer balances.
- Used skip tracing and other techniques to locate debtors.
- Used probing techniques to determine debtors' reasons for delinquency.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Accounting Manager
Langston Security & Integration
07.2023 - 08.2024
- Managed journal entries, collection efforts, and reconciliations.
- Developed and implemented various procedures to improve accounting process.
- Managed banking reconciliations and monthly balance sheet statements.
- Managed relationships with external vendors, ensuring timely payments and accurate recording of expenses.
- Reduced discrepancies in financial data with thorough account reconciliations and adjustments.
- Managed successful audits by collaborating effectively with internal and external auditors.
- Collaborated with other departments to achieve accurate and prompt financial reporting.
- Coordinated efforts between the accounting team and other departments to ensure accuracy in interdepartmental transactions recording and proper cost allocation.
- Ensured compliance with tax regulations by preparing accurate federal, state, and local tax filings on time.
- Led a team of accounting professionals in achieving department goals while fostering a positive work environment.
- Reduced outstanding accounts receivable through more effective communication strategies with clients.
- Created and maintained financial databases for data entry, tracking and reporting.
- Facilitated staff development through regular training sessions on new accounting standards, software upgrades, or company-specific policies changes.
Client Services Manager
National Laser Institute
10.2022 - 07.2023
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Check schedule daily to ensure all appointments are filled
- Delegated tasks to existing support team members
- Encouraged creative thinking, problem solving, and empowerment as part of facility management group to improve morale and teamwork.
- Pull daily revenue reports
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
- Developed new employees and on-going performance assessment of current employees.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Mentored departmental team, boosting efficiency, success and morale among employees.
- Established performance and service goals and held associates accountable for individual performance.
Senior Collections Representative
Constar Financial Services
07.2020 - 03.2023
- Counseled debtors on payment options and arranged installment agreements.
- Negotiated to collect balance in full.
- Used skip tracing resources to locate debtors and updated information in company system.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Resolved challenging situations with friendly but firm strategies.
- Processed payments and contracts on accounts.
- Handled outbound and inbound calls daily with goal of collecting owed debt.
- Processed payments and applied to customer balances.
- Used probing techniques to determine debtors' reasons for delinquency.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved performance goals on consistent basis.
- Trained new team members on scripts, company services and collection strategies.
- Used skip tracing and other techniques to locate debtors.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Collections Manager
Constar Financial Services
10.2013 - 07.2020
- Handled a team of 20 plus people
- Ran reports and analyze data pertaining to the department and share with the executive staff and managers of the department as needed
- Submit requests to clients for below blanket settlements
- Meetings and conference calls with clients going over performance
- Monthly calibration calls with clients to go over collector calls and compliance
- Responsible for submitting direct payment reports to the client
- Ensuring full compliance with agency requirements
- Processed debit or credit card payments, also took check by phone
- Create and run multiple dialers through out the day
- Provide second voices for all associates
- Skip trace accounts
- Maintained excellent attendance record, consistently arriving to work on time.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies
- Managing a high volume of in bound and out bound calls
- Responsible for discussing personal financial information, negotiating payment terms
- Provided excellent customer service, Quality is #1
- Supervised staff of collectors, monitoring phone calls and letters.
- Handled, lease, autos, credit card, and student loan accounts
Customer Service/collections Professional
American Express
09.2012 - 09.2013
- Handled large and small balance persnal and business credit cards
- Provide different options to the card member so that the account is resolved in a timely manner
- Provided excellent customer service
- Properly documented all inquires and complaints
- Managing high volume of in bound and out bound calls
- Responsible for discussing personal financial informatin, negotiating payment terms
- Maintained excellent attendance record, consistently arriving to work on time.
Collection Rep
Constar Financial Services
09.2008 - 09.2012
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Maintained excellent attendance record, consistently arriving to work on time.
- Handled large and small balance lease, retail automotive accounts. Also handled credit card accounts
- Ensured I was fully compliant at all times
- Skip traced accounts
Sr Collection Rep
OSI Collection Services
08.2004 - 09.2008
- Assisted manager in training, coaching and developing associates
- Implemented payment plans or settlements to resolve accounts
- Assisted consumers with delinquent account balances to restore their credit rating
- Responsible for collecting on accounts 0-120 days past due (retail, credit cards, and auto deficiency)
- Utilize established call model to secure a definite commitment to pay the overdue balance in the most expedient manner
- Initiate and assist in special projects that enhance the overall performance of the team
- Provide second voice talk off's for all associates
- Skip traced accounts
- Maintained excellent attendance record, consistently arriving to work on time.
Education
High School Diploma -
Centennial High School
Peoria, AZ05.2004
Skills
- Analytical reasoning
- Audits Understanding
- Exceptional organization
- Customer Relations
- Problem solving
- Computer savvy
- Knowledge of FDCPA
- Interacts well with others
- Past Due Balance Management
- Payment processing
- Superior attention to detail
- General office skill
- Time management
- Customer service
- Microsoft Office
- Committed to working towards goals
- Quickbooks
Timeline
Genesis
Collector
08.2024 - Current
Accounting Manager
Langston Security & Integration
07.2023 - 08.2024
Client Services Manager
National Laser Institute
10.2022 - 07.2023
Senior Collections Representative
Constar Financial Services
07.2020 - 03.2023
Collections Manager
Constar Financial Services
10.2013 - 07.2020
Customer Service/collections Professional
American Express
09.2012 - 09.2013
Collection Rep
Constar Financial Services
09.2008 - 09.2012
Sr Collection Rep
OSI Collection Services
08.2004 - 09.2008
High School Diploma -
Centennial High School
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