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Jamie Kotwicki

Business Analyst - Huntington National Bank

Parma, OH

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Work Experience

National Account Manager

Airgas USA
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Independence, OH
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March 2013 to Present

Responsibilities 
*Assist in the identification of account risks, potential credit problems, disputes and other customer issues 
* Correct errors, including misapplied payments, reversed late charges and over payments 
* Maintain quality relationships with customer service representative 
* If required, contact customers regarding invoices / accounts which are past due

Business Analyst

Huntington National Bank
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Parma, OH
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August 2000 to March 2013

2/ Dialer Administrator/ Collections Team Lead /Quality Assurance Analyst/Collector 
 
Business Analyst 2/Dialer Administrator Duties 
• Oversee daily operations of a dialer collection unit 
• Act as a liaison between Noble Systems and the groups that use the dialer technology 
• Work in conjunction with the Collection Manager and the Dialer Administrator to oversee the daily dialer campaigns 
• Complete detailed trend analysis of daily, weekly, and monthly dialer reports 
• Design and make recommendations for individual and/or group on strategic improvements 
• Conduct comparative analysis to produce results to benefit the different business lines 
• Responsible for running daily dialer reports, list management, troubleshooting both agent desktop applications and dialer servers 
 
Collections Team Lead Duties 
• Coach collectors 
• Review and score collections calls 
• Working supervisor queues 
• Answer collector assistance hotline 
• Handle complaint calls 
• Handle faxes and incoming mail from customers 
• Schedule department and management meetings 
• Approve repossessions, door knocks, legal action, debits 
 
Quality Assurance Analyst Duties 
• Review and Score live and pre-recorded collection calls 
• Identify trends and areas for coaching or training 
 
Collector 
• Contact customers regarding delinquent installment loans and leases 
• Negotiated payment arrangements with customers to benefit both them and the needs of the bank 
• Skip tracing customers using Lexis Nexis, credit bureau reports, and CBC. 
• Assist with Prova system testing 
• Working knowledge of Hogan, Prova and CACS systems

Education

Garfield Heights High School -
Garfield Heights, OH

Additional Information

➢ Exceptional Organizational Skills 
➢ Ability to work efficiently and assess situations to find the best possible solutions 
➢ Work well independently as well as in a team environment 
➢ Ability to learn quickly and multi-task 
➢ Ability to handle heavy volume work flow