Customer Service Help Desk
Resume:
JACQUELINE GRADDY
Sanford, Florida
**********@***.***
PROFESSIONAL EXPERIENCE:
Innov Solutions & BNY Mellon Lake Mary, FL 06/2023-Current Client Services Specialist (Hybrid)
● Provide quality customer service, support customers daily, including phone interaction, problem resolution and account transaction processing in a timely manner. ● Executes all correspondent requisites timely and accurately with understanding the customers business needs.
● Provide product knowledge and technical assistance, as necessary. ● Responds to customer inquiries, communicate any problems to management ● Investigates and corrects errors in Customer accounts and statements. ● Maintains correspondent accounts in accordance with applicable regulations and policies, ensuring regulatory compliance and minimizing exposure related to assigned processing tasks. Enter information in the computerized database. Infosys Atlanta, GA (Remote)
Help Desk Specialist 04/2022-03/ 2023
● Responded to requests for technical assistance, via phone, chat or email, diagnosed and resolve technical hardware and software issues, researched, questions using available information resources ● Followed standard help desk procedures, Logged all help desk interaction with Follow up with customers and users to ensure complete resolution of issues ● Identify, escalate situations requiring urgent attention, tracked to routed problems, requested and document resolutions ● Informed management of recurring problems, stayed current with system information, changes and updates ● Trained computer users as necessary, cleaned up computers Infosys Atlanta, GA (Remote)
Mortgage Loan Processor 08/2020-04/2022
● Reviewed initial loan approval and work with borrower to gather appropriate documents, created a loan submission package for the Underwriting department, submitted completed conditions for final review ● Ensured that approval falls within the established SLA(Service Level Agreement) lending guidelines ● Communicated with other departments as a liaison, including attorneys, county clerks and title companies ● Completed quality assurance review weekly for each file ready for Underwriters review, committed to stay with score metrics ● Awarded for meeting scoring of calls answered, time to complete and satisfactory commitments from associates
Advisor Group/Agency Veteran Sourcing Group LLC Smyrna, GA 03/2019–11/2019 Customer Service Representative
● Collected customer feedback, made process changes to exceed customer satisfaction goals, provided accurate and appropriate information to customer inquiries ● Managed asset movement using Netx360, developed effective relationships with all call center departments through clear communication by verbal and writing ● Built customer loyalty by placing follow-up calls for customers who reported product issues. ● Facilitated information flow between customer service, account management operations, quality assurance, training and Financial Advisor to guarantee call center objectives were met ● Properly directed inbound calls in phone queues to improve call flow
Small Business Administration Fort Worth, TX 10/2017–7/2018 Customer Service Representative
● Traveled throughout Florida and Puerto Rico to assist disaster survivors help to regain normal living conditions ● Provided accurate and appropriate information in response to customer inquiries through verbal and written communication over the phone, email ● Developed effective relationships with all call center departments through clear communicationBuilt customer loyalty by placing follow-up calls for customers who reported issues and concerns ● Explained information flow between customer service, account management operations, quality assurance while changes happened ● Updated Customers contact information within system databases Bank of America/ Agency Randstad Fort Worth, TX 10/2016 – 10/2017 Fraud Analyst II
● Researched and analyzed account activity to assess levels of risk and identify the fraud type ● Completed inbound and outbound calls, took appropriate action based on the type, complexity of the transaction ● Performed back office functions related resolution of fraudulent activity and service support to the customer ● Followed the established procedures and guidelines and utilized multiple systems and tools to protect both Customer and Bank from risk ● Made decisions that directly impact the customer experience while using their debit card/credit card Bank of America Fort Worth, TX 07/2011-04/2016
Oversight Vendor Title Specialist II
Mortgage Resolution Specialist (11/2012 – 04/2016)
● Hired attorneys to resolve litigation loans that were in foreclosure ● Created case summary for quick resolutions ● Completed cases that receives court approvals too close ● Negotiated cases prior to court date to reduce court cases assignment ● Conducted title curative processes, approved or denied counsel case budgets and retainers fees Accomplishments: ● Advanced to the role of Mortgage Resolution Specialist II from Housing Specialist II/Customer Relationship Manager (07/ 2011 – 11/2012), single point of contact for customers during the workout of their loan, requested documents to complete conditions ● knowledge of handling loans in bankruptcy, documented loan history, explained program guidelines to customer from modification process through liquidation ● Requested postponements of loans with foreclosure sales dates, a liaison between departments of Bank of America ● Assisted upper management with complex loan transactions, researched and prepared documentations ● Determined appropriate course of action according to guidelines, Performed quality assurance monitor EDUCATION:
Kaplan University-Davenport, IA Master’s
in Art of Teaching, 08/2015
Mountain View College-Cedar Valley, TX
Certificate in Law of Contracts, 11/ 2009
Certificate in Law of Agency, 11/2009
Certificate in Principles of Real Estate I &
II, 11/ 2019
Certificate in Real Estate Investments, 05/
2010
Fairleigh Dickinson University-Florham
Park, NJ ABA-Approved Certification,
08/1997
Jersey City State College-Jersey City, NJ
Bachelor’s of Science in Criminal Justice,
01/1996
SKILLS:
Dynamic, Sprint, EMPOWER, Channel Link, ADM, MSP, EMORTGAGE, LPS, Sales Force, DM Document Portal, LAFA, AS400LS, Microsoft Office: Word, PowerPoint, Excel, Outlook, Adobe: PhotoShop, Publisher, LexisNexis, Westlaw, Law Library, and regulatory agency websites to conduct legal research,Black Knight, bankruptcy, legal writing, litigation, civil litigation, public speaking, quality assurance, understanding of Fannie Mae, Freddie Mac, FHA, VA, Ginnie Mae, State Housing Authority Bond programs, Federal Home Loan Banks, Rural Housing (RD), USDA, Non-QM, private investor jumbo, and proprietary mortgage products, programs, and guidelines, requisition management, legal document preparation, stakeholder management, project management, project budgeting, project team management, project management, NETX360, CMS, NICE, SNIP, Service Net, SMARSH, Vision 2020 Advisor Portal, Help Desk Specialist, Problem Solving, Communication, Escalation Resolution, Case Management, Training and Development, Analytical Skills, Organizational skills
Contact this candidate