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Customer Service Representative

Location:
Jacksonville, Florida, United States
Salary:
19.00 per hour
Posted:
August 29, 2017

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RESUME

Lisa M. Chapman

**** **** **** ***** *****

Jacksonville, FL 32221

Home: 904.***.****

Work: 866.***.**** Ext#1161034

EDUCATIONAL EXPERIENCE:

****-******* ***** **********, ***** FL

Coursework toward a Master of Administration (M.A.) Degree

2013-2015 Edward Waters College, Jacksonville FL

Coursework toward a Bachelor of Business Administration (BBA) Degree with a concentration in Organizational Management (reflected on the transcript)

1993-2006 Coursework toward a Bachelor’s Degree in Education with a concentration on Guidance Counseling

2009-2011 Jones College, Jacksonville FL

Coursework toward a Bachelor’s Degree in Business Administration

PROFESSIONAL EXPERIENCE:

Ally Financial, Jacksonville FL

10/15-present Payments Received Specialist Senior (Rep III)

Responsible for locating missing and misapplied payments via LORI, CARS, Exception Manager, and Western Union/MoneyGram systems. Responsible for the reallocation and reconciliation of payments and payoffs to respective accounts for posting. Responsible for direct customer service to support departments to aid in reconciliation of customer’s accounts within mandated timeframes for handling.

03/15-10/15 Suspense Payment Specialist III

Responsible for the allocation of unapplied funds to customer and dealer accounts for payment and payoffs. Reports are generated daily showing funds that have not been accurately applied coupled with the verification of funds, and ensuring the accurate posting or debiting to/from accounts within a timely manner to customer and dealer satisfaction.

09/12-03/15 Dealer Service Specialist II

Responsible for the discounting and contract funding or booking related activities needed to process the origination of new contracts. Provide timely review and audit of new contracts for compliance with pricing and policy guidelines as well as state specific requirements. Prepare and send documentation to dealers regarding contractual deficiencies. Prepare and send acknowledgement letters to consumers regarding contract modifications that may take place during the discounting process. Ability to work in a high volume environment while maintain high levels of accuracy and attention to detail.

04/08-09/12 Dealer Service Project Participant

Responsible for accurate entry and verification of dealer addresses and tax identification info to ensure auditory government compliance levels are maintained due to Ally’s bank holding position. Contracted dealerships to update and/or obtain needed info to maintain records accurately and efficiently as required by law.

Customer Service Representative

Maintain a positive and professional attitude and appearance during all customer service functions that include answering and processing customer inquiries regarding auto loans that have been financed. Maintained positive relationships through daily interaction/research with departments and employees. Responsible for thorough research of all accounts to ensure accurate handling. Ability to handle multiple tasks simultaneously, and oversee weekly reports. Process disbursement letter and research proof letters to be sent to customers to provide information on the status of pending reviews. Responsible for de-escalating all customer service inquiries or complaints that cannot be handled on the first/second level of communication.

Loss Prevention Specialist I

Responsible for collection action on accounts that are 85+ days past due. Maintain a positive and professional attitude and appearance at all times. Collection service functions include Skip-Tracing to locate vehicles, or customers to make adequate payment and/or arrangements on their delinquent payments. Maintain positive relationship through daily interaction with customers to help them retain the collateral. Responsible for thorough research of all accounts to ensure accurate handling, and remain within the Fair Debt Collection Procedures. Ability to handle multiple tasks simultaneously and de-escalating all customer service inquiries or complaints that cannot be handled at the first/second level of collection services.

Fidelity Information Systems, Jacksonville FL

11/06-03/08 Mortgage Tax Specialist Team Leader

Customer service functions including answering and processing customer inquiries regarding their mortgage taxes that have/have not been escrowed. Maintain positive relationships through daily interaction/research with departments and employees. Responsible for thorough research of all accounts, to ensure accurate handling, and payment of taxes. Ability to handle multiple tasks simultaneously and oversee weekly reports. Process disbursement letters and research proof letters to be sent to customer to provide information on status of pending reviews. Responsible for de-escalating all customer service inquiries or complaints that cannot be handled on the first/second level of customer service.

Washington Mutual Bank, F.A., Jacksonville FL

11/04-11/06 Customer Service Supervisor

Responsible for processing reports, maintaining team moral, and leadership of a team of 10-15 employees. Responsible for quality monitoring, accountability of team statistics to ensure that all employees are meeting departmental goals. Conducted monthly meetings to provide feedback on current/monthly and yearly goals. Instituted employee recognition program to build team moral. Handled any escalated call issues that could not be resolved at the first/second level of customer service process. Able to work collaboratively and effectively with people at all levels of the company and to maintain a respected relationship with both internal and external customers. Quick and efficient learner with the initiative to demonstrate the ability to develop and execute projects as needed within the organization.

ADDITIONAL WORK EXPERIENCE

05/02-08/04 Select Portfolio Servicing…….Team Leader

02/00-08/01 Community Connections …….Assistant Director

ACHIEVEMENTS: Edward Waters College President’s List - CLIMB Term I -P73

Dean’s List - CLIMB Term II-P73

Sigma Beta Delta International Honor Society – Member

Alpha Chi Honor Society – Member

Bachelor of Arts Degree (earned) – Organizational Management – Graduated 05/2015

Barry University Dean’s List – Term I/II (Masters of Administration)

CREDENTIALS: Available upon request



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