Customer Service Manager

ERIK DANIEL PUNG

*** **** ****** **** * Alameda, California 94501

Telephone: 510-***-**** Email: **************@*****.*** linkedin.com/in/erik-pung-0a801543/

Loan Verification Specialist With Vast Customer Service Experience

Qualifications Summary

Meticulous, empathetic and driven Loan Verification Specialist with over 7 years of customer service experience. Excels at educating clients and co-workers with pin-point accurate explanations of processes and procedures. Displays limitless patience with even the most challenging customers. Consummate professional who fosters outstanding relationships between the client and the institution. Acts with a sense of urgency and works incredibly well under pressure.

Core Competencies

Project Management

Fraud Prevention

Training New Co-Workers

Customer Relationships

Cold Calling

Verbal and Written Communication

Educating Clients

Industry Compliance

Working Across Institutions

Planning and Scheduling

Inter-departmental Collaboration

Codifying Best Practices

Income Assessment

Authenticating Documents

Responding to Tight Deadlines

Professional Experience

Prosper Market Place San Francisco, CA February 2015 – Present

A leader in the online peer-to-peer lending space that offers fully amortized, low-interest, fixed-rate loans. Prosper has helped financially empower over 600,000 clients across the United States.

Loan Verification Specialist

Aided thousands of clients seeking low interest rate loans. Worked in tandem with senior-level management to create and implement fair and consistent policies that benefit both the company and the client with faster turn-around.

Expertly manage a large pipeline of up to 70 clients per day.

Regularly fund 250 thousand dollars-worth of loans daily.

Drive customer engagement via carefully crafted email correspondences and friendly phone calls that maintain the highest level of professionalism.

Swiftly and efficiently underwrite numerous loans leading to the approval of as many as 30 requests per day.

First Republic Bank San Francisco, CA June 2009 – November 2013

A renowned financial institution operating in the East and West Coasts. First Republic Bank is an industry leader that offers highly personalized banking experiences and places a premium on customer service.

Loan Payoff Specialist

Finalize the loan payoff process for eligible clients once a payoff request has been submitted. Calculate the client’s payoff figures and inform the account’s Relationship Manager of the customer’s intent to payoff the loan.

Take responsibility for the entire payoff process by auditing accounts and adjusting figures to ensure accuracy.

Collaborate with the customer’s assigned relationship manager to forge close partnerships between First Republic and its valued clientele.

Promptly submit release of lien requests once the payoff is finalized to First Republic’s high-standards.

Coordinate with third-party financial institutions, such as banks and mortgage companies, so clients can achieve their goal of paying off or refinancing their loans.

Customer Care Specialist

Build strong relationships between First Republic Bank and its clientele by going above and beyond to accommodate client needs such as balance inquiries, check orders, stop payments and more.

Take complete ownership of every point of contact and service as many as 80 clients per day.

Regularly support managers by answering escalated calls in an effort to improve relations with angry clients.

Train new First Republic Bank hires in both system navigation and in providing clients with amazing service.

Successfully guide clients in navigating a complicated online banking website.

Erik Daniel Pung Resume Page Two

Union Bank of California Oakland, CA January 2007 – August 2007

A trusted institution that offers personalized banking solutions. Union Bank is committed to the financial well-being of customers everywhere.

Customer Service Associate

Support clientele with their banking needs by thoroughly answering product questions. Work in tandem with fellow co-workers to ensure clients are satisfied with their banking experience.

Engage with up to 50 clients per day and offer extraordinary phone support.

Monitor the activity of large government accounts by providing account balances and transaction histories to authorized personnel.

Offer helpful product support by maintaining daily communication with bank personnel and clients that include consumer, corporate and government relationships.

Prioritize the completion of time sensitive fund’s transfers between personal and corporate accounts.

Education

Bachelor of the Arts in English – University of California Berkeley

Associate of the Arts in English – Columbia Community College

Associate of the Arts in Liberal Arts – Columbia Community College

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