Call Center Customer Service
Resume:
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CONTACT
latanyajackson****@
comcast.net
Jacksonville, Florida 32256
EDUCATION AND
TRAINING
Associate of Business Science
Denmark Technical College
Denmark, SC
SUMMARY
Highly skilled and diverse banking and finance professional with a proven background encompassing high-level customer-facing interactions about banking products and services through using superior communication. Call Center Experience Customer Service, sales & financial, with over 30 years of experience. Motivated and driven initiative-taker with an established rapport with personnel from applying a deep understanding of a mathematics aptitude. Looking to obtain a challenging and rewarding position with a reputable organization. Ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with callers. Fully committed to following company procedures and winning loyal customers. Excellent reputation for improving overall customer satisfaction and driving overall operation improvements.
SKILLS
• Strong Visual & Active Listening
• Skills
• Strong Verbal & Written
• Communication Skills
• Decision Making Leadership
• Organizational Skills
• Excellent Analytical Skills
• Problem-Solving Critical
Thinking
• Excellent Diligence to Details
• Banking
• Microsoft Office (Word Excel
• PowerPoint SharePoint
Outlook)
• Conflict Resolution Negotiation
skills
• Exceptional Customer Service
Skills
• Excellent Research & Multi-Task
Skills
• Mortgage & Financial Services
LATANYA JACKSON
EXPERIENCE
Document Review Associate U.S. Bank
June 2023 - Current
• Call Center- Responsible for researching various issues and reporting exceptions for Corporate Trust clients to ensure client satisfaction, quality control, and compliance with custodial agreements.
• Reviews loan (or collateral) documents, handles file processing and works with external/internal clients and contacts to determine the source of any problems and correct errors.
HSS Specialist II Bank of America
Oct. 2019 – June 2023 Jacksonville, FL
• Call Center- high call volume handling 70plus calls, Inbound & Outbound.
• Resolve customer complaints and issues in a timely and professional manner.
• Resolve Respond to customer inquiries via phone, email, and chat.
• Provide product information and recommendations to Customers per guidelines.
• Collaborate with Underwriting department on closing procedures on loans.
• Confirm all incoming supportive documents sent to the Underwriting department including credits, titles, appraisals, incomes, assets, and insurance information.
• Review and analyze credit reports, titles, and limited appraisals to ensure accuracy and report red flags to upper-level personnel.
• Calculate all DTI, income, asset, and LTV/ CLTV information.
• Confirm AUS decisions that include AUS reviews to find errors and additional conditions needed.
• Identify programs to ensure that they correspond and adhere to guidelines and standards.
• Review daily for misrepresentations, omissions, inaccuracies, and red flags.
• Request authority to approve AUS conditions and review referrals for loans and conditions to get recommendations prior. to referring loans to Underwriter.
Operations Specialist SR II JP Morgan Chase
Oct. 2011 – Sep. 2019 Jacksonville, FL
• Collaborated with personnel in Compliance department to review all loan documents to make sure they were within compliance.
• Administered exams to verify information in loan applications and closing documents.
• Managed multiple conditions that Underwriting sent for review. department and organized them into executing loan documents.
• Consistently supplied a friendly and professional experience to all customers to ensure positive interaction.
• Maintained complete confidentiality of all given documentation to follow release guidelines.
• Implemented a keen sense of banking including the ability to thoroughly explain underwriting conditions through using active listening and communication skills
OTHER EXPERIENCE
Manager/Customer Service Check N Go Jan. 2007 – Oct. 2011 Jacksonville, FL
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