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Home Lending Account Escalation Specialist Resume Example

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Jessica Claire
  • , San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Professional Summary
Knowledgeable and dedicated customer service professional with extensive experience in banking and finance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Skills
  • Staff Performance Evaluation
  • Microsoft Office
  • Good listening skills
  • Risk mitigation strategies
  • Internal Quality Audits
  • Report preparation
  • Complaint resolution
  • Auditing
  • Banking
  • Customer service
  • Direction
  • Leadership
  • Listening
  • Litigation
  • Director
  • Managing
  • Mediation
  • Meetings
  • Money
  • Microsoft Office
  • 98
  • Organizational
  • Policies
  • Quality
  • Quality and control
  • Reporting
  • Scheduling
  • SLA
Work History
Home Lending Account Escalation Specialist, 05/2020 to Current
AerovironmentManassas, VA,
  • Manages and resolves customer complaints and requests while maintaining excellent professionalism standards according to company policies and procedures.
  • Executes exceptional customer service to reach issue resolutions and achieve quality scores of 98%.
  • Conducts daily Team Meetings and Team Check-In's with 7 employees providing guidance and direction in daily work flow and volume.
  • Partners with necessary internal partners to provide accurate information to the customer.
  • Reviews peers' cases to ensure quality and compliance with Chase and RESPA.
  • Coordinates the receipt of all necessary documents and notify the borrower of any required documents necessary to review their concerns.
  • Understands key performance and risk indicators in the Loss Mitigation Process.
Organizational Effectiveness Specialist, 11/2016 to 05/2020
Amazon.Com, Inc.Addison, IL,
  • Provided assistance to all development and implementation process for organizational effectiveness and coordinate with various teams resolutions to achieve all goals.
  • Fulfilled and reconciled employee recognition submissions entered for Community and Consumer Banking employees to ensure quality while maintaining 100% SLA.
  • Presented reports highlighted proposed changes regarding performance and efficiency enhancement.
Senior Executive Office Specialist, 02/2015 to 11/2016
JPMorgan ChaseCity, STATE,
  • Resolved and proactively responded to high volume of sensitive, complex customer concerns escalated to CEO, Executive Leadership Team and Federal regulators to avoid losses to bank, reputational risk, and possible litigation.
  • Conducted audits on accounts identified during Anti-Money Laundering review for potential risk.
  • Member of special team to assist keeping detailed records of scheduling of 35 Specialist while auditing Specialists cases to mitigate regulatory, policy and procedure errors for quality and control, managing to help drive up quality scores up 45% among department.
Sr. Specialist, 03/2014 to 02/2015
JPMorgan ChaseCity, STATE,
  • Worked closely with accounts to dispute, recoup, and resolve charge backs and maintain reporting procedures by facilitating efficient communication between team members.
  • Formulated focused and individualized resolutions aimed to peacefully settle disputes.
  • Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
Education
Master of Science: Management, Expected in 05/2022
Walden University - Minneapolis, MN
GPA:
Bachelor of Arts: Mass Communications And Journalism, Expected in 05/2012
Kentucky State University - Frankfort, KY
GPA:
  • Graduated summa cum laude
  • Elected to Managing Editor for Thorobred News in 2011
  • Awarded Moneta Sleet Jr. Award
  • Dean's List for all 12 semesters
  • Member of Gamma Sigma Sigma National Service Sorority Incorporated
: , Expected in 2012
- ,
GPA:
College Board Student Director
Work History
Home Lending Account Escalation Specialist, 05/2020 to Current
JPMorgan ChaseColumbus, OH
  • Manages and resolves customer complaints and requests while maintaining excellent professionalism standards according to company policies and procedures.
  • Executes exceptional customer service to reach issue resolutions and achieve quality scores of 98%.
  • Conducts daily Team Meetings and Team Check-In's with 7 employees providing guidance and direction in daily work flow and volume.
  • Partners with necessary internal partners to provide accurate information to the customer.
  • Reviews peers' cases to ensure quality and compliance with Chase and RESPA.
  • Coordinates the receipt of all necessary documents and notify the borrower of any required documents necessary to review their concerns.
  • Understands key performance and risk indicators in the Loss Mitigation Process.
Organizational Effectiveness Specialist, 11/2016 to 05/2020
JPMorgan ChaseColumbus, OH
  • Provided assistance to all development and implementation process for organizational effectiveness and coordinate with various teams resolutions to achieve all goals.
  • Fulfilled and reconciled employee recognition submissions entered for Community and Consumer Banking employees to ensure quality while maintaining 100% SLA.
  • Presented reports highlighted proposed changes regarding performance and efficiency enhancement.
Senior Executive Office Specialist, 02/2015 to 11/2016
JPMorgan ChaseColumbus, OH
  • Resolved and proactively responded to high volume of sensitive, complex customer concerns escalated to CEO, Executive Leadership Team and Federal regulators to avoid losses to bank, reputational risk, and possible litigation.
  • Conducted audits on accounts identified during Anti-Money Laundering review for potential risk.
  • Member of special team to assist keeping detailed records of scheduling of 35 Specialist while auditing Specialists cases to mitigate regulatory, policy and procedure errors for quality and control, managing to help drive up quality scores up 45% among department.
Sr. Specialist, 03/2014 to 02/2015
JPMorgan ChaseWesterville, OH
  • Worked closely with accounts to dispute, recoup, and resolve charge backs and maintain reporting procedures by facilitating efficient communication between team members.
  • Formulated focused and individualized resolutions aimed to peacefully settle disputes.
  • Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
Skills
  • Staff Performance Evaluation
  • Microsoft Office
  • Good listening skills
  • Risk mitigation strategies
  • Internal Quality Audits
  • Report preparation
  • Complaint resolution,
  • Auditing, Banking, customer service, direction, Leadership, listening, litigation, Director, managing, mediation, Meetings, Money, Microsoft Office, 98, organizational, policies, Quality, quality and control, reporting, scheduling, SLA
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    Resume Overview

    School Attended
    • Walden University
    • Kentucky State University
    Job Titles Held:
    • Home Lending Account Escalation Specialist
    • Organizational Effectiveness Specialist
    • Senior Executive Office Specialist
    • Sr. Specialist
    Degrees
    • Master of Science
    • Bachelor of Arts