Customer Service Advocate
Resume:
LePorcha Calhoun
Jacksonville, FL *****
***************@*****.***
Enthusiastic and hard working Customer Service /Collections Advocate that is seeking a challenging position where my skills will be utilized valued and beneficial to the organization. Work Experience
Customer Service Advocate
Fidelity - Jacksonville, FL
2023 to Present
Understanding and grasping the concepts to State,Federal and Finra requiremeit's by preparing for the SIE, Series 7 and Series 63 financial regulatory exams. As well as preparing for the customer service advocate help customers with their day today, financial decisions and needs. Freedom Mortgage
January 2021 to Present
● Maintaining compliance regulations on an annual basis.
● Accurately updating and documenting all account information.
● Providing professional customer service in a fast paced work environment.
● Meeting and exceeding monthly quotas
● Negotiating and assisting borrowers with mortgage loans while collecting within FDCPA guidelines. Diversified Consultants Incorporated
January 2012 to December 2020
● Role as supervisor maintaining order and compliance for 10-12 collectors.
● Running project credit cards and accurately updating account information accordingly.
● Monitoring calls and work ethic to ensure Quality,Compliance and Profitability requirements have been met.
● Providing ongoing training and coaching to employees to ensure compliance in all State and Federal laws.
● Reviewing time cards for payroll.
● Providing customer service, negotiating solutions and resolving customer and client complaints.
● Promoting a fun motivating professional atmosphere. Professional Debt Mediation
January 2010 to December 2012
● Collections practices within the FDCPA guidelines
● Providing Customer service and updating account information
● Negotiating and assisting consumers with apartments to payday loans. ADT security
January 2008 to December 2010
● Meeting 30 call per hour and all customer service requirements
● Meeting monthly quota
● Maintaining compliance and meeting customer service regulations Education
Child Development
Florida Community College
2005 to 2007
N. B Forrest High School
2001 to 2004
Skills
• Ability to negotiate, multitask,descalate and maintain professionalism in intense situations (10+ years)
• Knowledgeable in Federal laws including but not limited to FDCPA, FTC, UDAAP, HIPPA (10+ years)
• Able to perform Hr, admin and payroll duties (3 years)
• Proficient in Microsoft office programs (5 years)
• Fluent in account analysis
• latitude
• paycor programs
• Customer service
• Analysis skills
• HIPAA
• Negotiation
• Salesforce
• Payroll
• Project management
• Human resources
• Team management
Contact this candidate