Objectives Pursuing a career that is challenging which requires integrity, organizational, analytical skills and tenacity to complete the task at hand with an opportunity to expand and grow on a personal, as well as, professional level. Support day-to-day program operations with expertise in records management and resource coordination. Skillfully meet diverse needs and address issues to maintain efficiency and program outreach. Demonstrated success in building long-lasting relationships.
Skills
Attention to Detail
Report Preparation
Case Management
Client Home Visits
Client Needs Assessments
Maintaining Client Records
Customer Service
Collaboration and Teamwork
Active Listening
Data Collection and Entry
Microsoft Office
Problem Solving
Education
South Tama High SchoolTama, IA, Expected in 05/1981 – –Diploma:General Studies - GPA:
Follow process procedures for proper verification of caller to ensure information is released to verified caller.
Setting clear expectations of next steps of complaint process after recapping customer issues/complaint.
Active Listening focusing on customers need for resolution of their situation.
Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues.
Experience managing complaints and objections effectively and professionally.
Experience successfully escalating complex issues and tracking follow-through to completion.
Take inbound calls from customers regarding status of their executive complaint case and set clear expectations for customer regarding next steps of complaint process.
Create cases using ECMP complaint Portal and non-complaint form for Mortgage Servicing Department or Retail.
Coaching and mentoring other team members.
Knowledge of Compass, EMCP , CIV , Hogan.
Log case from assigned Mailboxes and determines if case should be logged or forwarded to another department.
Coaching and mentoring other team members.
Conducted research, gathered information from multiple sources and presented results
Ranstad - Research and Remediation Specialist City, STATE, 01/2020 - 10/2020
Follow process procedures for proper verification of caller to ensure information is released to verified caller.
Setting clear expectations of next steps of complaint process after recapping customer issues/complaint.
Active Listening focusing on customers need for resolution of their situation.
Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues.
Experience managing complaints and objections effectively and professionally.
Participated in team-building activities to enhance working relationships.
Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Actively listened to customers' requests, confirming full understanding before addressing concerns
Exceeded goals through effective task prioritization and great work ethic
Flow work to reps that have ability to processing varying degrees of work, i.e.
Paper checks, Chapter 13 Trustee Checks, Cash window, Hardest Hit Funds, Emergency Homeowner Loan Program, investigation requests etc.
Research complex payment issues for Legal department, Cash Department and customers.
Run several automation files for business; including check requests, reject report postings, various tracking and reporting inquires, suspense work environment.
Pull audit information for major loan investors and conducted conference calls with auditors to field all questions and concerns.
Prep daily wires for accounts released to new servicer for senior management approval, maintain proper SLA, documentation and retention while working from remote location during sunset phase of employment.
Prepared and proofread reports detailing operations activities.
Gathered, organized and modeled data to assist management in making key decisions.
Understood key performance indicators and usage to drive results through factory-driven processes.
Solved problems timely and effectively, ensuring customer satisfaction
Assisted operations manager with planning of routine operations and special projects.
Developed and updated tracking spreadsheets using Excel and Access.
Conducted P&L statement analysis to improve daily operations, increase revenue and reduce costs
Coached staff on daily performance and conducted evaluations to constructively address concerns
Developed reporting and insights for investor relations meetings
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