Frances Johnson, a Customer Service Representative for our company, has worked for Campus Partners for six years. During this time, Frances has specialized in borrower services, which she enjoys tremendously. Frances also responds to calls from customers, makes collection calls, and processes forms.

Although she was hired to work as a Borrower Services Representative, cross-training has made it possible for her to expand her responsibilities. Frances attributes her success to “phenomenal” training she has received since she has been here and the spirit of teamwork that exists. “We all have a close working relationship and everyone will help answer questions,” she says of her teammates. “I learn something new almost everyday.”

Frances enjoys all aspects of her work, but especially likes helping borrowers. “We are getting more and more calls from borrowers because of the economy. Some even call in tears saying that they can’t pay their loans,” Frances stated. “We help borrowers by telling them about special payment arrangements, deferments, and forbearances. After hearing their possible options, many borrowers say they feel better. I feel like I am offering them a light at the end of the tunnel.”

As borrowers are submitting more forbearance and deferment forms, along with making more calls, Frances is glad to help in any way she can. She has a great concern about people and particularly wants to help borrowers before they default on their loans. “My mother says you should never do anything to ruin your reputation or your credit because it takes so long to get them back, and I agree with that,” said Frances.

Frances is very knowledgeable about collections having previously worked in the credit field for 12 years, including serving as a credit manager. She is able to draw on that experience in talking with borrowers. She feels educating borrowers about their responsibilities is very important because some borrowers only realize the consequences of default when they apply for a mortgage or car loan and cannot get credit.

Prior to working in credit, Frances was employed in food service for 12 years, and worked as a director of food service for several nursing homes. She is a trained chef and has degrees in food service and management, but left the field because she was “getting to close to the nursing home patients and needed a change.” Despite changing careers, focusing on the needs of her customers has always been her priority.

In her personal life, Frances has been married to her husband Al for seven years. Al is a tour bus driver, and Frances met him on a bus tour to Montréal. They shared a piece of chocolate cake, and it was love at first sight…or bite, as Frances likes to say. Later, on a bus trip to Charlotte on New Year’s Eve for a Bill Gaither Gospel concert, Al pulled the bus over in the parking lot as they were preparing to depart and proposed to Frances over the loud speaker. Frances immediately accepted and the couple married soon after.

Frances accompanies her husband on tours whenever she can. Her husband’s trips may take him away from home for as many as 32 days, but if he is home, Frances is always cooking for him, whether it is dinner at 10:00 PM or making his lunch at 2:00 in the morning. Frances is very close to her parents who are in their 80’s and visits them everyday, if possible. She is very close to her sister who lives in Winston-Salem. Frances loves to shop and enjoys Lifetime movies. A self-described romantic, her favorite movie is the Notebook.

She also enjoys NASCAR, which is an interest she shares with her managers, Patrick Roberson, Supervisor, Loan Operations, and Debra Adams, Director, Loan Operations. Patrick wanted to make sure that we note Frances’ superb culinary skills. As evidence of her team spirit, she will bring in two or three of her famous coconut custard pies on snack days.

Debra and Patrick are both very complimentary of the work Frances performs for the company. “Frances strives to provide a high level of customer service to both internal and external customers. She takes each customer and works to resolve their issue in a timely manner. She treats her customers like she wants to be treated when calling to resolve an issue, ” Debra stated.