Jerome Hall Email & Phone Number

Surprise, AZ, US

Philadelphia, PA, US

• Coordinate and provide guidance for Collections Back Office Support staff. Responsibilities and accomplishments encompassing but not limited to the following:
• Mentored and guided talent development of direct reports and aided with hiring of new talent.o Planned, executed, and continuously analyzed daily workflow and reports while providing strategies and supervision to.
• Monitor customer accounts on a regular basis to support a suitable level of credit risk.
• Managed strategy of employees and financial resources for fraud operations.
• Created Daily/Weekly/Monthly Financial and Productivity reports for C-suite leadership.
• Reviewed compliance with staff members of policies and procedures of security agreements per state and federal laws.

Philadelphia, PA, US

• Responsible for the management of Comcast’s collection business vendors. Responsibilities and accomplishments encompassing but not limited to the following:
• Managed 14 Collection vendors contracted to collect on $1.8B in account receivables.
• Functioned as the direct contact and relationship manager with collection vendors. o Led bi-weekly call calibrations with business Vendor to ensure compliance and adherence to call quality standards with improved call.
• Investigate and confirm customer disputes. o Identified root cause with dispute types and patterns.
• Implemented new initiatives to improve the customer experience, quality, and efficiency. o Researched and resolved customer disputes with a 100% accuracy rate within Fair Credit Reporting Act (FCRA) requirements and.
• Legal Corporate Escalation lead and Subject Matter Expert for all aspect in collections including Better Business Bureau, Consumer Financial Protection Bureau, and other regulatory complaints.

Philadelphia, PA, US

• Led a team of seven that piloted and implemented a dispute resolution process for Central Division
• Trained and coached peers on new collection procedures and processes to remain compliant with state and federal laws.o Collection Management System Subject Matter Expert o Completed corporate escalations with a 100%.
• Identity Theft Research Subject Matter Expert o Analyzed and researched claims using Lexis Nexis and other skip tracing methods. o Analyzed and researched long distance, international and directory assistance fraud for.

Philadelphia, PA, US

• Offered full range of technical support for Xfinity Home Security, Video, Voice, and Internet products in a professional and efficient manner.
• New hire liaison for all incoming new hires transitioning from training to call center production.
• Subject Matter Expert in call flow and handling for billing and technical support.
• Provided an exemplary level of customer experience to all customers. o Achieved 100% surveys for Voice of the Customer (VOC) 7 months in a row.
• Completed after call support functions, call disposition, resolution reports and collaborated with other departments.
• Recommended and sold products or services to promote customer focus and develop partnerships with customers.

Philadelphia, PA, US

• Arranged payment opportunities for debt repayment and established schedules based on customers' financial situation and company policy.
• Collected an average on 7% - 10% above goal per month in past due revenue.
• Received and posted payments to customer’s ledger.
• Issued daily reports on the status of delinquent accounts and tracked collection efforts.

Philadelphia, PA, US

• Offered full range of technical support for Xfinity Home Security, Video, Voice, and Internet products in a professional and efficient manner.
• Executed troubleshooting for Windows and Mac based computers including, operating systems, browser, e-mail, personal webpage, connectivity, security system, router & hub, and hardware concerns.
• Complete after call support functions, call disposition, resolution reports and collaboration with other departments.