Customer Service Manager

Loan Closer/ Funder (Shreveport)

DIANNE SMITH

318-***-**** *************@***.***

OPERATIONS/CUSTOMER SERVICE SUPERVISOR

Professional Summary

Organized, dedicated, conscientious professional with 25+ years of experience.

Strengths include: ability to work independently, motivate and supervise a team, contribute to process improvement, manage constantly changing workflows, and provide superior service to both internal and external customers. An effective trainer, who enjoys mentoring others.

PROFESSIONAL EXPERIENCE

Essex Credit Corporation Walnut Creek, CA 94598 2003 to 2011

Nation-wide lender providing RV and Marine Loans, wholly-owned subsidiary of Bank of the West

Closing and Funding Team Leader

Supervise team of Closing and Funding Coordinators in fast-paced time-critical environment

Generation of loan documents, audit, funding, and boarding of loans

Assist with overflow Customer Service Calls, including quoting rates/terms

Participate in quarterly certifications for Sarbanes-Oxley

Bank of America San Francisco, CA 1980-2002

Major Banking Institution -- positions held include:

Customer Research Associate, Online Banking (CheckFree Corporation)

Associate Operations Manager, Accounting Services and Control

Senior Customer Liaison, Versatel Risk Management

General Clerk, Electronic Banking Consumer Services

Duties for positions held included:

Monitoring departmental expense to meet operational budget

Managing ATM Camera storage and retrieval operations for CA

Subject Matter Expert in design of tracking system for ATM Camera films

Research and resolution of customer fraud disputes

Fraud Prevention: Review and identify potential fraud and trends on customer accounts

Complex payment processing and accounting certifications

Liaison with and local police and internal Corporate Security as required

o Research and resolution of customer disputes and unauthorized activity via Versatel

o Complex payment processing

o Accounting certifications

o Monitoring departmental expense to meet operational budget

o Fraud prevention

o Interface with Corporate Security and local police as necessary

Location: Shreveport

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