LiveCareer-Resume

client representative resume example with 4+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Summary

Authorized to work in the US for any employer Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Customer-focused professional willing to go extra mile to meet customer needs, increase satisfaction and promote loyalty. Expertly handles diverse concerns with solution-focused mindset and attention to detail. Excels in research, documentation and problem-solving. Accuracy-focused banking professional experienced in cash handling, transaction management and fraud prevention. Promotes bank products and services to drive revenue and customer loyalty. Persuasive communicator analytical in solving customers' problems.

Skills
  • Math Skills. Classes taken: Algebra I, Geometry, Algebra II. College Algebra
  • Computer Skills. Classes taken:
  • Computer Class, Financial Literacy.
  • Multitasker
  • IC3 Certification for computer knowledge from College of Southern Nevada
  • Polite and kind to work with
  • Communication skills
  • Common sense
  • Customer Service-Oriented
  • Data Security and Validation
  • Cashier's Checks
  • Recordkeeping and Documentation
  • Balance Verification and Reconciliation
  • Bill Pay knowledgeable
  • Zelle Knowledgeable
  • Knowledge of the VISA system
  • Attention to Detail
  • Fast typer at 85 wpm
  • Responsible
  • Bank Deposits
  • Payment Processing
  • Honest and Dependable
  • Product and Service Sales
  • Quality Control
  • Honest and Ethical
  • Relationship Building
  • Account Services
  • Transaction Error Identification
  • Verbal and Written Communication
  • Regulatory Compliance
  • Problem Solving
  • Account Security
  • Identity Verification
  • Pleasant and Personable
  • Reliable and Responsible
  • Team Cooperation
  • Time Management
  • Decision Making
  • Fraud Detection
  • Staff Assistance
  • Analytical Thinking
  • Good Work Ethic
  • Problem Resolution
  • Employee Coaching and Motivation
  • Team Leadership
  • Teamwork and Collaboration
  • Products and Services Knowledge
  • CRM Systems
  • Polite and sweet sounding tone
  • Displays empathy without faking it
  • Puts 120 percent into every effort at hand
  • Always wanting to learn
Experience
04/2022 to Current
Client Representative Department Of Homeland Security Denver, CO,
  • Created friendly connections and developed rapport with customers by providing outstanding, personalized service.
  • Use the AAA skills to make the customer service rememberable. The AAA skills are Access, Advise, and Assist. When a client calls in, I need to identify their need, verify their information, understand the situation, and assist in whatever their needs may be. As a client representative three, I deal with all sorts of customer service. I handle some escalation calls that get transferred to online from the service center. I create disputes and Affidavits of fraud for the client. I look into online issues on the backend side of things like bill payments that haven't been received, bill payments that were sent out to the wrong place or just checks that got lost in the mail. I deal with zelle issues. If a zelle payment went missing I'm the department to call over to to look into what went on with the zelle payment. In most cases fraud marks the zelle transactions as fraud because they are sending large amounts of money or self to self transactions. I set up call backs if I can't get the issue resolved over the phone. I have branch managers, branches, and service center agents transferring members to me about issues that they don't have authorization to resolve and I love to give my colleagues education to make the credit union better as a whole. Sometimes I will work with the agent and let them keep the call and I will teach them things about online and things about the system. I set up follow up calls for issues that we can't resolve and sometimes these issues get sent up to digital banking where the issue online isn't on our side it's on the systems. I take payments over the phone for loans and assist in setting up auto pay. I work with fraud to unblock clients accounts after an account conversion due to fraud so I have fraud experience as well. The most important thing that makes me unique is I go above and beyond for the member. Not only am I a fast multi tasker, but I also have the ability to build rapport with the clients and display empathy. To me that is what is most important is the call flow and the tone you have on the call. I like making customer service fun. Part of my job is helping clients achieve their financial goals and dreams. After I have resolved the main issue for the client, I go above and beyond to offer products and services that fits their need and also educate the clients on features and services that we have available to help them achieve those financial goals and dreams.
  • Assisted customers in person and via telephone to reorder checks and provide bank statements and account balances.
  • Assisted members in managing online services and achieving daily banking needs.
  • Maintained financial accounts by processing customer adjustments.
  • Issued and redeemed money orders, cashier checks and traveler's checks.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Calculated daily transactions with adding machines and calculators.
  • Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
  • Worked with care team to assess client needs and discuss collaborative treatment efforts.
  • Resolved problems or discrepancies concerning customers' accounts.
  • Identified transaction errors when debits and credits did not balance.
  • Performed special services for customers, ordering bank cards and checks.
  • Verified amounts and integrity of every check or funds transfer.
  • Received mortgage and other loan payments, verifying payment dates and amounts due.
  • Helped members find things online and through the mobile app and educated them on how to set it up and use our online services.
  • Reached out to the Online chat for help on issues that I couldn't resolve
  • Upped bill pay limits, zelle limits, and mobile deposit limits
  • sent out emails to members with tax documents
  • called members back who called over to ONLINE when we were out of hours the next business day
  • worked with departments together to resolve an issue
  • fast typer about 85 words per minute
  • helped convert accounts in situations of fraud and made recommendations on how to keep the account safe going forward
  • Helped set up money markets and certificates of deposits as well as secondary checking accounts for clients
  • Displayed empathy and understanding on accounts that were negative and provided customized solutions to the customers on how to get back on track. Part of doing this was refunding some fees if we could and looking into some options we have in case of financial hardship.
  • Made it to the top of the mountain in sales for the 4th quarter for having a Product percentage rate of over 29 percent when the goal was 3 percent.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Motivated and encouraged team members to communicate more openly and constructively with each other.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Submitted adjustments on checks that were mobile deposited by customers when their was an issue with our system to have the check put in their account after viewing the check image.
08/2021 to 02/2022
Client Representative Department Of Homeland Security Honolulu, HI,
  • I work with Bank of America as a credit card specialist as well as working on certain deposit products that are in my working range
  • At Bank of America we put the customer first and help assist the client with whatever needs while making the phone call friendly , proficient, and of pure excellence on every call
  • I deal with disputes, fraud , credit line increases , account maintenance, setting up payments , and understanding the situation to where it I can’t service the customer that I can get them to a specialist who can resolve that customers needs
  • I also do a lot on the deposit side such as looking into transactions , looking into fraud , and reversing fees , as well as setting up new debit or atm cards at the clients request.
  • Worked with care team to assess client needs and discuss collaborative treatment efforts.
  • Established behavioral modification goals and assessed progress toward goals.
  • Maintained confidentiality through stringent handling of charts and data.
  • Assisted members in managing online services and achieving daily banking needs.
  • Contacted prospective customers to present information and explain available services.
  • Calculated daily transactions with adding machines and calculators.
  • Used credit reports to determine credit worthiness of potential applicants.
  • Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
  • Resolved problems or discrepancies concerning customers' accounts.
  • Identified transaction errors when debits and credits did not balance.
  • Performed special services for customers, ordering bank cards and checks.
  • Received mortgage and other loan payments, verifying payment dates and amounts due.
  • Raised credit limits for the customers and sent them to appropriate departments when the issue was out of my reach
  • Set up authorized users on accounts
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Motivated and encouraged team members to communicate more openly and constructively with each other.
  • Exceeded customer satisfaction by finding creative solutions to problems.
07/2020 to 08/2021
Account Manager Axented Cleveland, OH,
  • I was awarded a promoter once or twice
  • I always had some of the highest call rates per hour good quality and good net collection rates
  • I handle accounts by contacting the card member analyzing the cams situation obtaining the RFD: past, present, and future
  • I have to then go over account details, stage of delinquency, and estimated charge of date to make customer aware of where the account stands
  • I would take whatever steps that were necessary to find the best resolution for the cardholder, rather it was putting them on reduced payment options , a settlement , or paying their very first past due payment that brought the account negative to prevent the account from charging off
  • I had scenarios where I would have to correct mistakes where the system didn’t properly enroll a cardholder in a program.
  • I had to escalate certain complaints and flag manager call backs
  • When handling accounts that had fraudulent charges or disputes, I used proper techniques to get the cardholder to the right department
  • Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
  • Developed successful customer relationships and quickly resolved service requests to increase sales.
  • Renewed existing accounts by cementing trusting relationships with customers.
  • Processed payments over phone and set up recurring drafts.
  • Secured payments by following up with customers which disregarded promise to pay.
  • Reviewed accounts to determine payment plan compliance.
  • Advised customers of necessary actions and strategies for debt repayment.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
  • Conveyed current account information and obtained payments by using pre-scripted statements.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Answered customer questions regarding account discrepancies or problems.
  • Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
  • Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
  • Contacted customers with delinquent accounts to solicit payment.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Motivated and encouraged team members to communicate more openly and constructively with each other.
  • Exceeded customer satisfaction by finding creative solutions to problems.
12/2017 to 11/2018
Debt Collector Revenue Group Mckenzie, TN,
  • I was a Top Ten Collector out of 600 agents in office one month
  • I called out to people about various debts that they had, discussed the accounts, negotiated, and negotiated plans of repayment.
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
  • Processed payments over phone and set up recurring drafts.
  • Secured payments by following up with customers which disregarded promise to pay.
  • Arranged for debt repayment or established repayment schedules based on customers' financial situations.
  • Reviewed accounts to determine payment plan compliance.
  • Advised customers of necessary actions and strategies for debt repayment.
  • Used variety of automated systems to locate and monitor overdue accounts.
  • Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Answered customer questions regarding account discrepancies or problems.
  • Accepted and processed customer payments and applied toward account balances.
  • Recorded information about status of collection efforts.
  • Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
  • Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
  • Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Motivated and encouraged team members to communicate more openly and constructively with each other.
  • Exceeded customer satisfaction by finding creative solutions to problems.
04/2017 to 12/2017
Recruiter Bethel University City, STATE,
  • Duties include recruiting people to do surveys that pay cash for market research
  • Interviewing the client on whatever survey is being conducted
  • At the end paying them cash for doing the survey
  • End of the day cleaning duties
  • Computer knowledge required.
08/2015 to 11/2015
Carhop/Cashier Sonic Drive City, State,
  • Duties include: slicing lemons and limes, refilling the ice cream machine, refilling ice machine every time it got low, making half and half, keeping the refrigerator stocked with 5 of each item, making cup carriers, making bags, bagging items, making drinks, taking orders, preparing the trays when an order came up on the screen, taking the orders out to the customer, doing lot checks every 18 minutes, and bringing out the courtesy tray every 9 minutes.
Education and Training
Expected in 08/2016 to to
Associate of Business:
College of Southern Nevada - Henderson, NV
GPA:
Expected in 06/2015 to to
High School Diploma:
Beacon Academy of Nevada - Las Vegas, NV
GPA:

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Resume Overview

School Attended

  • College of Southern Nevada
  • Beacon Academy of Nevada

Job Titles Held:

  • Client Representative
  • Client Representative
  • Account Manager
  • Debt Collector
  • Recruiter
  • Carhop/Cashier

Degrees

  • Associate of Business
  • High School Diploma

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