Customer Service Financial Services
Resume:
Julie Becker
**** ******** *****, *** ***, Kyle, TX 78640
**************@*****.***
Professional Summary
** ***** ** ********** *** achievement in financial services, automotive lending and customer service. Documented success in the areas of credit (analyst and loan processing), accounting, sales/marketing, customer service and collections at various organizational levels. Career reflects professional attitude, personal commitment to excellence and success.
Skills
●Attention to detail
●Problem Solving
●Risk management
●Customer relations
●Policy enforcement
●Multitasking
Experience
Shift Leader Sep 2023 Jan 2024
Walgreens - Kyle, TX
●Managed operations during shift, with total awareness of activities of employees and customers.
●Performed or delegated opening and closing tasks in alignment with checklists.
●Mentored team members in company products, policies and service standards.
●Delegated tasks, communicated expectations and directed workflows to improve performance.
Sales Administrative Representative Jun 2021 Jan 2023
Caribou Financial (formerly MotoRefi) - Washington, DC
●Accurately completed data entry of newly refinanced loans to the company's Sales tracking report daily (Excel document) from reports provided by Lenders. This included all ancillary products. Discrepancies in any entry were reported to the accounting department.
●Calculated, approved and processed automotive payoffs with accuracy in 3 different programs daily. Payoffs with discrepancies were sent into a Payoff Delay Status.
●Communicated daily with the Credit and Title departments to ensure payoff Delays were sent out in a timely manner.
●Reviewed and processed request to cancel any products. Sent documents to clients and then the vendor. Followed up with all parties to make sure refunds were received.
●Updated the Payoff Follow Up Report daily with payoffs not cashed by the bank in 15 days. Followed up with lenders and clients to resolve, as necessary.
Business Development Representative Oct 2020 Jun 2021
Caribou Financial (formerly MotorRefi) - Washington, DC
●Establish meaningful contact with and pre-qualify auto refinance applicants, helping MotoRefi Loan Officers complete a customer's refinancing journey.
●Use MotoRefi's scripting to reach out via call/text/email.
●Make 80+ outbound calls a day and notate accounts after successful and unsuccessful attempts.
Account Specialist/Management Trainee Apr 2019 Apr 2020
Enterprise Car / Truck - Austin, TX
●Assist in Branch sales and marketing efforts to increase business and income.
●Understand, communicate snd sell optional protection products, rental terms and conditions, vehicle features and benefits as well as fuel options and additional equipment.
●Conduct follow up with various customers and businesses, including adjustors or agents, dealerships, body shops, road-side assistance and mobile vendors.
Inside Sales Representative Sep 2018 Feb 2019
Web.Com - Austin, TX
●Responsible for selling the Lead Generation product to clients that meet our specific qualifications.
●Adding/updating customer data in the Lead Management database.
●Use coaching, training sessions, and one-on-one meetings positively and take ownership of your development.
●Meet quality, efficiency, and revenue goals established.
Manager/Assistant Manager Sep 2015 Sep 2018
Mattress Firm - Austin, TX
●Responsible for all store activities from sales to inventory.
●Consistently creates a welcoming environment for the customer by greeting and assisting; as well as quickly responding to customer inquiries and needs.
●Demonstrates desired behaviors for staff including driving sales, handling difficult and/or complicated sales, cash management, inventory, and follow-up with customers.
●Assists Store Manager with providing a strong leadership presence and control in store, while ensuring that all customers receive good service and quality merchandise.
●Utilizes company tools to diagnose opportunities and develops action plans to improve performance Forecasts/reforecast business, focusing on productivity to meet sales goals.
Credit Analyst May 2013 Jun 2015
Coastal Credit LLC - Virginia Beach, VA
●Responsible for the review of auto loan applications and credit data in order to approve, counter or deny applications.
●Analyzes financial and credit risk information, such as PTI (payment to income), LTV (loan to value), credit history, and other data to determine quality and profitability of a loan.
●Ensure consistent delivery of CCC product offerings and manage issues in a manner that is in the best interest of the company and business objectives.
●Work directly with the Loan Processing department to assure timely funding.
Assistant Manager Apr 2009 Apr 2013
Pioneer Financial Services - Norfolk, VA
●Supervised 3 Financial Service representatives to provide excellent customer service, when providing financial education and personal loans to military service members.
●Monitor each FSR's daily production and job performance.
●Create and distribute the monthly work schedule to the staff Review all accounts audited by the company's Compliance Department and forward errors to management and the staff to ensure proper compliance going forward.
●Addressed and resolved customer inquiries and complaints and engaged with customers to ensure satisfaction with products offered.
Collections Supervisor Oct 2007 Apr 2009
Crescent Recovery - Chesapeake, VA
●Direct supervisor of 6 to 8 Account Representatives required to collect for the parent company, Crescent Bank & Trust on sub-prime automotive loans. Enforced compliance with Fair Debt Collection Practices, the Fair Credit Reporting Act and all Federal, State and local laws.
●Monitor each Account Representatives' daily delinquency and job performance.
East / Northeast Regional Loan Production Office (LPO) Manager May 2006 Aug 2007
Crescent Bank & Trust - Chesapeake, VA
●Regional manager responsible to coordinate all functions and personnel in 9 Automotive Loan Production Offices located in Virginia, Maryland, North Carolina, South C arolina and Ohio.
●Assist to establish goals and standards for the LPO's including loan quality and processing.
● Training and supervised all employees through motivational techniques to ensure that all goals and standards were met.
●Review and monitor budgets and expenses to ensure teams conformed to established goals.
●Perform lending reviews on a regular basis.
VA LPO Credit Manager Jul 2003 May 2006
Crescent Bank & Trust
●Managed and evaluated a team of 3 loan processors.
●Oversaw application entry and contract processing functions for states assigned to the VA LPO.
●This territory included auto dealerships in Virginia, Maryland, North Carolina, Ohio, Tennessee, California, Washington, Alaska and Hawaii.
●Created and updated all dealer correspondence and marketing materials.
●Acted as a backup Loan Officer when necessary.
Education
BBA
The University of Texas at Arlington Arlington, TX
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