summary highlights accomplishments jessica claire montgomery street san francisco ca 94105555 4321000 resumesampleexamplecom obtain position allow utilize successful experience financial services customer service strong analytical skills attention detail interpersonal communication skills ability adapt change problem solving skills coupled educational background computer skills integrated student services station application total systems customer services fraud application salesforce student services application oracle financials peoplesoft microsoft office word excel outlook power point explained implications loan default return title iv funding overlapping loan periods graduated graduate loan limits loan award experience senior finance advisor education presentations 022008 042015 bank america corporation scranton pa utilized critical thinking creativity problem solving skills address resolve customer issues ensure positive experience implemented strategies improve work efficiency increase productivity lead departmental meetings discuss updates new financial trends internally served acting backup finance manager director finance providing leadership guidance team members needed provided coaching new hire advisors designated team members needed assisted management special projects account audits customer call backs peer peer training managed escalated issues provided timely feedback resolution helped resolve customer check discrepancies audited accounts appropriate payment application processed customer payments refunds account adjustments prepared reconciliation sheets record keeping analyze statistics prepare reports finance manager director reduced campus bad debt decreasing percentage ar balance per student helped increase campus profits revenue assisting customers finding alternative payment options certifying new students financial aid within first 35 days start 100 accuracy proactively working reports reduce number customer accounts aging greater 90 days monitored account receivables related financial activity ensure adherence customers selected payment option company compliance communicated effectively prospective andor current students via telephone email andor person fiicancial services representative 052005 022008 managed customer lead base regard selected finance option processed accounts payable receivable provided financial counseling student parent walk ins appointments inbound calls regularly monitored aging report analysis ar prepaid balances used reports forecast future trends account projections assigned customer lead base proactively contacted current customers provide followup retention setup payment arrangements personal contribution contacted past customers assist advise importance resolving delinquent accounts educated students importance responsible borrowing entrance counseling enrollment educated students understanding nslds report impacts debt management counseled students loan repayment options encourage communication student loan servicers prior going loan repayment status help reduce loan cohort default rate explained implications loan default return title iv funding overlapping loan periods graduated graduate loan limits loan award provided exit counseling customers upon degree completion upon official unofficial withdrawal program assisted students financial aid application process tuition assistance paperwork military documents needed ensured new students oriented university policies financially cleared prior enrollment conducted financial aid orientation presentations maintained account compliance title iv funding regulations university policy procedures sarbanesoxley act fraud risk analyst first republic saint marys pa 032004 042005 maintained knowledge fraud trends aid investigating suspicious activity reduce fraud losses operating expense used various sources interpret data assess risk make informed decisions appropriate account maintenance review analyze 100200 customer accounts daily queue environment prevention detection possible fraud completed inbound outbound calls verify account activity customers taking appropriate action performed back office functions related research resolutions fraudulent activity service support demonstrated ability develop apply creative business solutions provided quality service internalexternal fraud referrals provided management accurate timely reporting maintained standard production quality call management levels clotomer relations manager 082003 032004 liaison inbound customer service representatives regarding product information standard operating procedures handled irate cardholder calls attempting defuse calls situations aiming improve cardholders image company products company handled calls cardholders regarding new products initial startup period provided acd telephone coverage according department needs requirements used approximately 16 online system screens perform accurate nonfinancial maintenance customer accounts used effective verbal communication skills responding telephone inquiries responded resolved different mail telephone inquiry types according established procedures ensure appropriate actions taken inquiry bachelor science business management university phoenix atlanta ga university phoenix 03051007 atlanta ga bachelor science business management degree 323 gpa buoness management morris brown college atlanta ga morris brown college 08960599 atlanta ga majored business management training professional development leadership excellence development training developing effective leadership style conducting effective meetings diversity management training conducted financial aid orientation presentations skills ar account finance financial aid training customer accounts telephone account receivables accounts adjustments audits coaching increase payments problem solving receivables reconciliation statistics business management accounts payable arrangements award delinquent accounts financial services sarbanesoxley sarbanesoxley sox sarbanesoxley act maintenance account maintenance inbound outbound outbound calls solutions acd customer relations customer service inbound customer service liaison new products receptionist retail sales excel financials microsoft office ms office oracle oracle financials outlook peoplesoft word