Quality Assurance Customer Service
Resume:
Tracey Mitchell
ad08tm@r.postjobfree.com
Omaha, NE 68154
Qualifications:
Banking professional with recent experience in quality assurance conducting reviews and/or monitoring, ensuring company standards are maintained
Provides high level of quality customer service to internal/external customers and team members
Possess very strong effective written, verbal, analytical, organization, communication and problem solving skills
Excellent skillset in Microsoft Word, Excel and Office
Participate in mandatory in-services and continuing education programs
Strong background with multiple financial positions and functions
Very goal orientated with a strong adjustment to team environments
Work Experience:
Bank of the West Aug 2020 – Dec 2023
Quality Assurance Associate II
Conducts and monitors testing and inspection of processes or procedures to ensure quality and conformity
Perform and report monthly quality assurance reviews of critical commercial loan processes
Prepare reports to communicate outcomes of quality activities
Monitors corrective and preventive actions
Documents quality assurance activities, such as internal audits
Gathers and organizes statistical quality data
Creates, maintains, completes and reports review procedures and result workbooks on new and existing QA reviews
Proactively identify quality assurance issues and prepares appropriate reporting to management
Provide guidance to management and team members with process questions and improvements
First National Bank of Omaha Nov 2018 – Dec 2019
Sr. Specialist, Loan Servicing
Knowledge of Commercial Loans and legal documents.
Interpret legal documents and input loan specifications accurately to meet loan needs.
Process monetary high dollar transactions on commercial loans.
Provide high quality customer service to commercial clients and internal employees.
Work closely with document coordinators and lenders to ensure loan accuracy.
Process various requests and research commercial loan issues.
Provide bankers and other loan associates information and correct processes regarding commercial loans.
Recognize issues to provide a more seamless process.
First National Bank of Omaha Feb 2015 – Nov 2018
Sr. Specialist, ATM Disputes
Specialized in sales and business retention for First Bankcard’s Commercial card department.
Prospect opportunities for additional sales of products and services to existing, closed and potentially new customers.
Identify and cross-sell Consumer Bank products and services based on identified needs of customers.
Assist management by providing Help Desk support as requested.
Identify fraudulent claims.
First National Bank of Omaha Aug 2006 - Feb 2015
Dispute Resolution Specialist
Research and resolve card holder dispute on the issue side utilizing V.MC guidelines while adhering OCC regulations.
Provide prompt and courteous customer service to internal and external customer's in a professional manner.
Maintain comprehensive knowledge of VISA/MC regulations, OCC regulations and department policies and procedures to effectively evaluate and resolve card holder dispute.
Understand and adhere to all bank policies.
First National Bank of Omaha Mar 2004 – Aug 2006
Sale and Service Specialist
Provide comprehensive and professional customer service while accurately answering incoming customer enquiries from both internal and external customers.
Assist management by providing help desk support to achieve the highest level of customer retention and satisfaction.
Identify and cross sell the appropriate consumer bank products and services based on identified needs of customers.
First National Bank of Omaha Jan 2000 – Mar 2004
Sr. Service representative – Help Desk
In addition to duties of Sr. Service representative, provide call center operational support, perform quality check, and provide workforce support to CSR’s, Staff help desk, assist with training, Handle hot calls.
First National Bank of Omaha June 1999 – Jan 2000
Sr. Service Representative
Respond to enquiries regarding customer accounts, products and services, payments, statements, application enquiries, lost/stolen and authorization enquiries by utilizing multiple mainframe web-based system and process monetary and non-monetary account update.
Resolves problems via telephone, fax, and email with in a fast paced call center.
Education:
Central High School, Omaha, NE May 1992
High School Diploma
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