Objective

Customer and results-focused. Professional with track record of succeeding in fast-pace demanding environments, while sustaining high quality service. Adapt with customers regarding sensitive issues and resolving problems with strong judgment and discretion.

• Relationship building – Service Quality – Problem Resolution – Policy Compliance – Time Management

• Documentation – Payment Processing – Communications – Data Entry – Escalation Control – Team Player

Experience

JP Morgan Chase – Arlington, TX 1999 - 2019

Telephone Banking 2013 – 2019

• Help customer with checking and savings accounts regarding balance, deposit transactions, disputes, and online access. Document customer account thoroughly and concisely. Process return mail to resolve discrepancies.

Escalations Specialist 2010 – 2013

• Answer inbound calls in closing contact center from borrowers inquiring about the status of their requests for

assistance through home loan modifications.

• Thoroughly explained the guidelines and documentation requirements of the Making Home Affordable (MHA)

programs, working with customers who had been escalated based on recent approvals or rejections.

• Effectively communicate regarding highly sensitive and confidential issues, such as recent decisions related to

modification requests and elaborated on reasons for non-approval, if applicable.

• Review additional workout options for customers who were current, but facing difficulties making their mortgage

payments and seeking to either retain or liquidate their property.

Credit Card Financial Advisor 1999 – 2010

• Addressed billing and payment inquiries, perform account maintenance, educate customers on company

guidelines and provide online support, retrieve and research documents and images.

• Handle internal escalations, de-escalate and problem solve to resolve customer issues. Process payments on

accounts less than 30 days past due, process balance transfers.

Technical Skills:

Experience with Window XP, Microsoft Office, MS Word, MS Outlook, Modification Portal/PEGA, Fidelity Lending

Portal/Director, Guardian/LenderLive, Infosource, Agent Destop, Prophit, Total Systems (TSYS), Meridian/PBX,

Accounts Receivable/Payable, Data Entry, and Multi-line telephones, AS400.

Education

Associates in Science Degree – State Community College – East St. Louis, Illinois

Certificate in Data Entry – State Community College – East St. Louis, Illinois

Certificate in Computer Operations – State Community College – East St. Louis, Illinois

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