Customer Service Developer
Resume:
Raleigh, NC *****
*****.*******@*****.***
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Crystal R. Wiley
Objective HR/Payroll Professional with proven ability to provide e
and client satisfaction by addressing inquires in a timely m
Ability to work in a deadline oriented environment.
•
Summary of Qualifications BioWork Certificate course
• HRMS/Oracle Experience
• Strong communication and interpersonal skills
• Microsoft Word, Excel, PowerPoint, and Outlook
• Strong analytical and problem solving skills
2013-Current Seterus Incorporated(IBM)
Morrisville, NC
Delinquency Management
Responsible for performing collection activity on past due
loans on accounts 30-60days past due and foreclosure loan
helpful information and resources for borrowers with hard
situations; update financials to see if the borrower is eligib
repayment plan.
• Answering customer inquiries investigating custom
accounts and correcting any necessary errors follo
specific procedures in a professional, helpful and
manner.
• Communicate effectively, verbal and written, read
understand complex documents, make
outbound collection calls, and educate customers on paym
respond to incoming calls regarding account issues, escrow
balance and payment inquires.
• Make outbound new customer calls on new loans
available scripts, answer complex
questions through research and escalate correctly.
• Document all customer contact in accordance with
procedures and guidelines, and
conform to all applicable laws related to mortgage lending
2007-2012 Fidelity Investments
Durham, NC
Payroll Specialist
Responsible for assessing the Leave of Absence eligibility
benefits based on client policies, benefit summary plan de
accordance with state, and federal laws.
• Work closely with 3rd party providers and clients t
participant and plan administration issues.
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• Resolve participants’ Leave of Absence issues in o
meet required Service Level Agreements (SLA).
• Adhere to internal and external audit requirements
clients.
• Gain the understanding of the relationships betwee
providers, clients, and 3rd party
providers.
• Support client specific operational measures.
• Communicate with Plan Participants, client group
and external contacts to determine the appropriate
Absence resolutions actions, including lost check
payroll issues, and determining a resolution.
• Troubleshoot and provide customer service on gap
process.
• Provide participant with resolution, underpayment
overpayment, or other payroll inquires.
• Calculate, key, total, and process participates miss
issues.
• Responsible for running queries and reports using
Developer.
• Assess and review timekeeping records to assure a
Sick, PTO, and other exception time
areprocessed appropriately.
2006-2007 Fidelity Investments
Durham, NC Defined
Contribution 401(k)
Call center specialist responsible for consulting and assisti
participants with any 401(k) questions
Or necessary transactions.
• Administer and serve as the point of contact for th
plans for corporate and field personnel.
• Assist participants with their 401(k) accounts; per
different tasks such as fund exchanges and investm
assistance.
• Provide plan information to the participant when r
and assistwith enrolling new employees.
2005-2006 Wachovia Mortgage Compan
Raleigh, NC
Collection Specialist
Responsible for maintaining good customer service relatio
assisting customers and effectively
resolving any issues with account delinquencies to preven
• Collect on designated delinquent accounts.
• Demonstrate good customer service skills while in
outbound calls and receiving inbound calls from c
• Negotiate account resolutions by accurately imput
documenting actions within collection systems.
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• Maintain company performance and productivity
• Enter bank account information when provided to
borrowers’ accounts statuses.
2004-2005 RTI International
Raleigh, NC
Telephone Interviewer
Responsible for completing surveys with clients by collec
various types of data.
• Responsible for calling residential consumers and
conducting telephone surveys at the local, state, and nation
• Enter accurate and concise data into the Cisco com
program system.
May- 2013 Johnston Community College Smithfield, NC
Education
BioWork Certificate Course
2002 ECPI Technical CollegeRaleigh, NC
Diploma of Computer Technology
Skills
• Retirement Plan Courses
• Lotus Notes
• HR / Payroll Admin programs
• Data Entry
• Internet Explorer
• Experienced user in Oracle Human Resource Management System and PL/ SQL Developer
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