LiveCareer-Resume

credit underwriter ii resume example with 13+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Summary

I am skilled and committed to addressing customer concerns with speed, accuracy and professionalism. I am resourceful and consistently meets and exceeds productivity goals. I strive to maintain a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. I am versed in customer support in high call volume environments. I have superior computer skills and telephone etiquette.

Highlights
  • High customer service standards
  • Employee relations specialist
  • Service solutions expert
  • Conflict resolution proficiency
  • Dedicated to process improvement
  • Devoted to data integrity
  • Strong problem solving ability
  • Troubleshooting skills
Accomplishments
  • Promoted to Consumer Credit Assist in 2014 after only 18 months in the department.
  • Worked with systems such as LivePerson and diligently completed all assigned tasks, working overtime as needed.
  • Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Experience
Credit Underwriter II, 09/2014 to 07/2015
Bank Of America CorporationKing Of Prussia, PA,
  • Primary work is on the Credit Assist line to help agents with questions ranging from general policies and procedures to approval requests for judgmental reviews for credit line increases and new applications.
  • Also take escalation referrals to resolve complex issues and questions from customers.
  • Secondary work is processing new application requests, credit line increase requests, and other credit-related requests from store and directly from the customer, such as adverse action reviews.
  • Work with all clients including The Home Depot, Best Buy, and Specialty Products Group mainly via inbound calls and online through a Chat service directly with the applicant.
  • Continue work with the Process Improvement Team on projects to improve our policies and procedures to make them more efficient.
  • Joined the Fiscal Fighters team to find solutions to issues in an attempt to save the company money.
Credit Operations Specialist III, 01/2013 to 09/2014
Aon CorporationVirtual, NC,
  • Processed applications for The Home Depot, Best Buy, and Specialty Products Group mainly via inbound calls and also through a chat service directly with the customer.
  • Maintained a low average handle time per call and consistently maintained a low error rate.
  • Joined the Process Improvement Team (PIT) and worked on projects to improve our policies and procedures to make them more efficient.
  • Worked as a temporary Coach on the Credit Assist line to help agents with questions ranging from policies and procedures to approval requests for judgmental reviews for credit line increase requests and application approvals.
Account Specialist II, 2008 to 01/2013
Aon CorporationVirtual, PA,
  • Worked the following Bankcard processes: Credit Protector, High Value, CitiGold, ACON, Kana - Legacy Domestic Referrals, Bankcard Recontact Referrals and specialty queues, Balance Transfer, SCRA, and Bankcard Online Assistance.
  • Bankcard Online Assistance: Worked as a subject matter expert (SME) in various specialties resolving inquiries from offshore associates presented through a SharePoint site.
  • Credit Protector: Performed standard enrollment, verification of enrollment, cancellation and enrollment incentive requests. Contacted clients directly via telephone when needed to verify/validate enrollment. Processed claim requests. Performed general maintenance and inquiries regarding debt protection process. Initiated a new process to use electronic transfer of claim information instead of shipping via UPS thus reducing costs for Citi and providing a quicker response to client.
  • High Value: Worked all account maintenance requests in an expedited and high quality manner as required for this segment of clients. Contacted clients directly via telephone when specific verification or request(s) was deemed appropriate. Processed special requests and inquiries as needed.
  • CitiGold: Worked all account maintenance requests within a 24-hour period in the highest quality manner possible as required for this specialized segment of clients. Contacted clients directly via telephone when specific verification or request(s) was deemed appropriate. Processed special requests and inquiries as needed.
  • ACON: Consolidated and de-consolidated accounts. Contacted clients directly via telephone when deemed appropriate. Performed balance movements and credit line transfers as needed to correct accounts.
  • Balance Transfer: Performed all account maintenance requests regarding balance transfers. Contacted clients directly via telephone when specific verification or request(s) was deemed appropriate.
  • SCRA: Processed all SCRA requests for special pricing under the Servicemembers Civil Relief Act. Processed enrollments and denials based on federal regulations and Citi policies and procedures. Issued credits as needed to comply with federal regulations and internal policies and procedures. Contacted Department of Defense directly as needed in order to verify and/or validate the active duty status of clients requesting relief.
  • Kana - Legacy Domestic Referrals: Worked escalated requests requiring supervisor review. Made appropriate decisions to resolve issue/concern while still maintaining client base and corporate balance sheet.
  • Kana - Bankcard Recontact Referrals: Worked escalated requests in which multiple contacts on the same issue were made. Contacted clients directly via telephone when deemed appropriate. Made appropriate decisions to resolve issue/concern while still maintaining client base and corporate balance sheet.
  • Kana - Specialty Referrals: Worked all referrals when needed regarding specialty queues: Balance Transfer, Credit Protector, High Value, CitiGold and SCRA. Performed special projects as required.
  • Served as a point of contact for escalation issues on nights and weekends for various processes.
Account Specialist I, 11/2006 to 01/2008
Citi CardsCity, STATE,
  • Worked Statement process: Processed statement requests from clients and ensured timely delivery of requests within policy as required.
  • Worked on various special projects including de-commissioning of DocumentDirect servers, transfer of Oil accounts from SM-2 to FDR and movement of Oil statements to OnDemand servers, KPMG audit in July 2007, and assisted with evaluating and updating RPL/Oil procedures.
  • Worked various Account Maintenance doc-types as volumes dictated.
Account Resolutions Specialist I, 01/2002 to 10/2006
Citi CardsCity, STATE,
  • Made outbound calls on past due accounts for Retail Private Label portfolios.
  • Spoke directly with clients to resolve outstanding debts on accounts.
  • Assisted clients with account payments and offered payment programs as needed in accordance with Citi policy.
  • Worked as a training assistant multiple occasions. Assisted representatives on the production floor with issues ranging from payment options to polices and procedures.
  • Worked with training department to train new employees. Acted as a subject matter expert to provide insight with real-world operations.
  • Consistently ranked in top 20% of department.
Education
Associate of Science Degree: Information Science, Expected in Aug 1996
East Tenn State Univ - Johnson City, TN
GPA:
Information Science
Associate degree: Information Science, Expected in
- ,
GPA:
Information Science
Skills
Ability to learn technical aspects of any operation quickly, Careful and active listener, Ability to multi-task, Professional and friendly manner, Creative problem solver - not afraid to think "out of the box"

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Resume Overview

School Attended

  • East Tenn State Univ

Job Titles Held:

  • Credit Underwriter II
  • Credit Operations Specialist III
  • Account Specialist II
  • Account Specialist I
  • Account Resolutions Specialist I

Degrees

  • Associate of Science Degree
  • Associate degree

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