Open to opportunities

Francesa Fountain

@francesafountain

Message

I resolve delinquent accounts, reconcile payment discrepancies, and support consumer lending customers.

United States

Message

What I'm looking for

I'm looking for a financial services role where I can resolve account and payment issues, support customers, maintain accurate documentation, and contribute to compliant, high-volume operations.

At Navy Federal Credit Union, I reviewed confidential account information, reconciled payment discrepancies, negotiated repayment arrangements, processed ACH and card payments, and helped reduce delinquency through customer-focused follow-up.

Across 22+ years in collections, consumer lending, billing, audit, and accounts receivable, I've maintained audit-ready documentation, researched account issues, and resolved payment and billing concerns in high-volume financial services environments. I use advanced Excel, SQL, Snowflake, CRM systems, Symitar, and JIRA while meeting quality, productivity, and compliance standards.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Navy Federal Credit Union

Mar 2023 - Jan 2026 (2 years 10 months)

Reviewed confidential customer account information, researched discrepancies, and negotiated payment arrangements. Processed ACH and card payments while maintaining detailed documentation and meeting productivity standards.

Account Reconciliation Collections Payment Processing ACH Customer Service Documentation Compliance CRM Symitar

Audit & Documentation Specialist

Loomis

Sep 2022 - Mar 2023 (6 months)

Reviewed high-volume account records, reconciled financial transactions, and maintained audit-ready documentation. Analyzed financial data using Excel and escalated unresolved issues.

Audit Documentation Review Account Reconciliation Excel Data Analysis Compliance

Billing & Customer Support Specialist

Advance American Funding

Jan 2012 - Mar 2020 (8 years 2 months)

Managed billing inquiries, researched discrepancies, and processed payments including ACH transactions. Maintained detailed documentation and collaborated with internal departments to resolve issues.

Billing Customer Support Payment Processing ACH Account Reconciliation Documentation Consumer Lending

Call Center & Accounts Receivable Representative

West Corporation

Jan 1999 - Oct 2003 (4 years 9 months)

Handled high-volume billing and payment inquiries while documenting interactions. Researched account discrepancies and supported payment resolution activities.

Call Center Accounts Receivable Customer Service Billing Payment Processing Documentation