Customer Service Representative

DIANE SMITH

**** **** ****** **** ****: 215-***-****

Philadelphia, PA 19138 **********@*****.*** Cell: 215-***-****

Summary

Over 18 years’ of professional banking experience. Demonstrated professionalism with ability to communicate effectively, multi-task, initiate and implement major decisions, meet goals and expedite positive results.

Professional Experience

WELLS FARGO (Formerly Wachovia/First Union), Philadelphia, PA 1992-2015

Customer Service Representative, Levies and Garnishments (2008-2015)

Provide all incoming callers with accurate details about legal order on account.

Identify and escalate any inaccuracies or errors in legal order or case and forward to supervisor.

Obtain account information as well as look up holds and pledges in HOGAN.

Use 1LLG program to look up cases and review documents while answering incoming calls.

Relay case updates and information to plaintiff, attorney, or government agencies.

Ability to work with goals and dead line by maintaining minimum average call time of 3:45 and minimum 88 calls per day.

Demonstrate knowledge of legal process for each state and document type while discussing order with customer.

Operations Specialist Processor, Writs and Levies (2006-2008)

Processed and applied legal order to customer accounts.

Processed internal/external adjustments for various accounts.

Researched customers’ accounts and applied restraints per attorney’s request.

Assisted with distributing mail for various teams within department.

Performed daily settlement of transactions to customers’ accounts.

Operations Specialist, Adjustments (1992-2006)

Researched customer accounts relating to encoding difference and posted checks.

Investigated fraudulent items.

Posted in-house and outgoing bank adjustments.

Cleared departmental account entries.

Responded to customer complaints.

Updated pending files and telephone inquires.

Balanced tellers work, settled account differences.

Cross-trained other employees within department.

Escalated unresolved inquiries to team leaders.

Education

B.A., Social Relations, Cheyney State University, Cheyney, PA

Professional Development

American Institute of Banking

Law and Banking Principles

Personnel and the Law

Customer Service Foundation

Customer Interactions

Technical Skills

Microsoft Word

Awards

• Gold Coin Award, Customer Service-2011

• Shared Success Award

Community Activities

Habitat For Humanity

March of Dimes

American Breast Cancer Foundation

After-School Program Volunteer

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