Customer Service N A

Professional summary Financial Support Coordinator with 10+ years in customer service, research, and team leadership within the banking sector. Expert in resolving complex inquiries, enhancing client satisfaction, and optimizing processes through effective communication and teamwork. Proficient in investigation, documentation, and the use of advanced software applications to deliver comprehensive solutions, with a focus on official bank checks, official money orders, loans, mortgages, deposit accounts and system corrections. Employment history

Oct 2017 - Jul 2024 Branch Product Senior Support / Bankers Connection, Wells Fargo Bank N.A Columbia, SC

Jun 2016 - Oct 2017 Research Remediation Associate / Executive Office, Wells Fargo Bank N.A Columbia

Jan 2016 - Jun 2016 OJT Team Lead - Facilitator Assistant, Wells Fargo Bank N.A Columbia

Handled 70+ internal business interactions daily, providing accurate instructions and support.

Verified the validity of cashier’s checks and personal money orders, ensuring transaction integrity.

Conducted extensive research on check entry issues, resolving discrepancies efficiently. Processed claims from entry to resolution, maintaining thorough follow-up and documentation.

Utilized over 10 software applications per call to provide comprehensive solutions. Served as escalation point for banker connection realm. Offered comprehensive support, addressing system-wide challenges effectively.

Developed strategies to tackle check entry issues, including double entries and incorrect postings. Implemented solutions for improved accuracy. Handled inbound calls, resolving customer and non-customer inquiries with precision and empathy.

Restored client trust following internal financial missteps, enhancing overall customer satisfaction.

Processed and provided information on current lawsuit settlements, ensuring accurate communication.

Conducted in-depth research on unresolved complaints, leading to effective issue resolution.

Opened and managed cases for further investigation, ensuring thorough follow-up on unresolved issues.

Managed case investigations, ensuring thorough follow-up and effective resolution of customer issues, leading to improved client trust. Processed and communicated accurate information on current lawsuit settlements, maintaining precision in customer interactions.

Aundreya Gathers

Financial Support

Coordinator

8100 Garners Ferry Road, Columbia, United States, 29209 803-***-****

*********@*****.***

Sep 2014 - Jan 2015 Customer Service Rep II, Wells Fargo Bank N.A Columbia

May 2013 - Sep 2014 Phone Banker II - Everyday Banking, Wells Fargo Bank N.A Columbia

Skills Customer Service

Expert

Communication

Expert

Problem Solving

Expert

Research

Expert

Documentation

Expert

Investigation

Expert

Education

Aug 2003 - Jun 2007 Diploma

Richland Northest High School, Columbia

Coached new hires to meet quality assurance standards, improving team performance. Mentored new CSRs on career development, enhancing team skills and career progression. Conducted comprehensive wire research and account analysis, swiftly resolving complex customer inquiries and maintaining high satisfaction rates. Led OJT team in streamlining mortgage procedures, reducing processing time and enhancing customer satisfaction through efficient issue resolution. Mentored new CSRs, fostering skill development and career growth while maintaining high team performance standards in customer service, and other various performance metrics Fostered cross-functional teamwork, facilitating seamless communication between departments to expedite issue resolution and enhance service delivery. Partnered with cross-functional teams to optimize customer service processes, resulting in improved first-call resolution rates.

Developed and implemented new training strategies for handling regulation e-claims, enhancing team efficiency and accuracy in claim processing. Handled inbound calls, ensuring exceptional customer service and first-call resolution. Emailed statements, transaction copies, and signature cards to support mortgage processes.

Filed regulation e-claims, conducted wire research, and analyzed accounts to resolve inquiries.

Coached new hires on call handling to meet QA standards and documented feedback for performance.

Mentored new CSRs on yearly action plans to enhance career growth. Resolved complex banking inquiries, enhancing client satisfaction and reducing wait times. Handled account maintenance with precision, ensuring compliance and high customer satisfaction.

Collaborated with team to share best practices, collectively improving service efficiency. Assisted with software and system outages, ensuring minimal disruption to customer service.

Fostered a culture of knowledge sharing among phone bankers, collectively improving response times and best practices for account-related issues. ensured proficiency with strict sales and product based referrals to maintain daily and monthly goal requirements

Guided customers in navigating their financial goals, providing tailored advice for both short-term and long-term banking strategies.

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