Customer Service Representative

JEFFREY R. CHARCKON

**** *. ***** ***** #*

Kettering, OH 45440

Phone: 937-***-**** E-mail: *************@*******.***

SUMMARY

Call center professional with 13 years of experience servicing customer inquiries, providing branch operation

and system application software support for the financial service industry. Expertise in:

• •

Mortgage loans Collection of delinquent accounts

• •

Bank Operations Information Technology

PROFESSIONAL EXPERIENCE

PNC MORTGAGE, Miamisburg, OH 2008 – 2011

Customer Service Representative II

• Calculated payment changes.

• Verified proper hazard insurance coverage.

• Initiated loss claim filing.

• Verified documentation pertaining to insurance claim filing.

• Contacted tax offices.

• Contacted insurance agents.

• 30 day delinquent collection calls.

• Achieved 100% quality scores.

KEY BANK, Dayton, OH 1997 – 2008

Internal Customer Support

• Solved policy related questions in a banking environment.

• Command center agent.

• Trained new users of Siebel software application.

• Developed computer program scripts for retail banking software.

• Remotely assisted pc users.

• Developed user manuals for retail banking system programs.

EXTRA HELP TEMP SERVICES, Dayton, OH 1996 – 1997

Call Center Representative

• Answered calls assisting in the resolution of customer issues.

• Logged and updated problem tickets.

• Dispatched field engineers.

• Troubleshoot customer issues over the phone.

• Remotely assisted customers.

EDUCATION

B.S., Education/Interdisciplinary Studies, University of Toledo, Toledo, OH

TRAINING

PNC: Diversity training, Sexual Harassment, Fair Debt Collection

Key Bank: Service Mentor training

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