Customer Service Representative
Resume:
DEBBIE YANCEY
******.******@*****.***
SKILLS:
20+ years of Customer Service skills, in banking and mortgage.
Proficient with Microsoft Word, Excel, PowerPoint and Portal.
Extensive career in Banking/Mortgage.
Expert utilizing Financial Crimes Report
I have high level of Member satisfaction consistent with USAA’s core values. I always commitment to quality through our members interactions
I recommend new Banking products that may better service the members financial needs.
I have always asked questions to explore members banking needs and respond with needs-bases solutions.
I have always been able to work under minimal supervision as I have been in management positions.
I have strong and interpersonal and communication skills.
I am able ability to multi-task, including navigating through multiple business applications
I have a strong knowledge and understanding of bank regulatory and compliance requirements
CERTIFICATION
Fraud and Criminal Threats ABA
Operating a Fraud Prevention Program ABA
Introduction to Fraud Management ABA
Program authentication involving an Accessibility Accommodation
Fraud Recognition and Prevention ABA
EDUCATION
High School Diploma- Trevor G Browne
20+ college credit courses in business
01/2023-Current
Customer Service Representative
Banking
USAA
Identifies and handles existing and emerging risks that stem from business activities and the job role.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
Follows written risk and compliance policies and procedures for business activities.
Provides operational support to members with their banking needs on a single Banking product.
Reviews accounts and processes transactions that may require regulatory action.
Identifies and confirms the member’s immediate request(s) and works to resolve issues.
Explores member’s banking needs and responds with needs-based solutions.
Recommends new Banking products that might be of interest to the member.
Maintains high levels of member satisfaction and demonstrates commitment to quality through member interactions.
Know how to find Fraudulent activity
Expert utilizing Financial Crimes Report
Expert in report disputing and stopping payment on fraudulent transactions.
Proficient in Portal
01/2022-12/2022
Escrow Officer
Title Alliance Elite
Develop and maintain business by the extensive application of basic sales and service techniques.
Interview escrow principals to obtain pertinent facts, direct the preparation of escrow instructions, drawing of documents, issuance of title policies and the disbursement of funds.
Assist Escrow principals, their lenders and/or agents in the completion of escrows involving financing or sale of their property. Reconcile escrow instructions with title commitment.
Assist lenders, escrow principals or their agents in the completion of escrows involving a number of unusual contingencies to the transaction.
Work with the title officer to verify and fraudulent title’s and/or liens on the property.
05/2020-12/2021
REMOTE LOAN CLOSER
JFQ LENDING
Considered the main point of contact for title companies in preparing Closing Disclosures for timely closing of real estate transactions.
Prepare and move mortgage loans to closing.
Issued proper disclosures as required by federal regulatory compliance.
Ensure pricing and fees are accurately reflected on each transaction.
Work with title company to ensure there are no fraudulent title’s and/or liens on the property.
02/2019 – 05/2020
Remote escrow officer
OLD REPUBLIC TITLE
Develop and maintain business by the extensive application of basic sales and service techniques.
Interview escrow principals to obtain pertinent facts, direct the preparation of escrow instructions, drawing of documents, issuance of title policies and the disbursement of funds.
Assist Escrow principals, their lenders and/or agents in the completion of escrows involving financing or sale of their property. Reconcile escrow instructions with title commitment.
Assist lenders, escrow principals or their agents in the completion of escrows involving a number of unusual contingencies to the transaction.
Work with the title officer to verify and fraudulent title’s and/or liens on the property.
02/2017 – 2/2019
CUSTOMER SERVICE REPRESENTATIVE
USAA
Working in a call center environment to assist members with credit card needs.
Assist member with credit card payments, disputes, fraud and any other transaction needs.
Expert utilizing Financial Crimes Report.
Expert in report disputing and stopping payment on fraudulent transactions.
Proficient in Portal
02/2015 – 2/2017
Loan closer
USAA
Identify and manage existing and emerging risks that stem from business activities and the job role.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled.
Follow written risk and compliance policies and procedures for business activities.
Uses established procedures to reconcile missing documents and may cure document deficiencies identified during the review of the collateral loan package.
Collaborates with team members to resolve issues or identify appropriate issues for escalation.
Adheres to specified timeframes and compliance and internal guidelines established by Post-Closing department, investors, agencies, and third-party providers.
Follows up with internal and external third parties as needed to obtain loan documentation needed to complete and satisfy the loan file for purchase.
Serves as the point of contact for the member when necessary to resolve missing documents required to complete the initial file.
Work with title company to ensure there are no fraudulent title’s and/or liens on the property.
02/2012– 2/2015
SR LOAN PROCESSOR
CHASE BANK
Considered the main point of contact.
Demonstrated a sense of urgency, willingness to work closely with others.
Be a part of a team whose primary focus is service to customers.
Prepare and move mortgage loans to closing.
Issued proper disclosures as required by Federal regulatory compliance
Reviewed rate lock and point objectives for accuracy.
Ensure pricing and fees are accurately reflected on each transaction
Ordered all necessary appraisals, title, and credit documents.
Reviewed loan-related documents, including title insurance, flood and tax certificates and surveys, and submitted these documents to Underwriting.
Reviewed the documents for acceptability against loan conditions and coordinate with all parties to obtain additional documents.
Completed loan submission and updated conversation logs as needed.
Work with title company to ensure there are no fraudulent title’s and/or liens on the property
02/2010 – 2/2012
ESCROW OFFICER
LAWYERS TITLE
Develop and maintain business by the extensive application of basic sales and service techniques.
Interview escrow principals to obtain pertinent facts.
Direct the preparation of escrow instructions, drawing of documents, issuance of title policies and the disbursement of funds.
Assist Escrow principals, their lenders and/or agents in the completion of escrows involving financing or sale of their property.
Reconcile escrow instructions with title commitment. Assist lenders, escrow principals or their agents in the completion of escrows involving a number of unusual contingencies to the transaction.
Work with the title officer to verify and fraudulent title’s and/or liens on the property.
02/2008 – 2/2010
PERSONAL BANKER
MIDFIRST BANK
Responsible for selling financial products.
Explain, promote, and sell various products and services to customers by accurately assess customer needs.
Create new business through outbound calling and visits.
Exercise independent judgement on very large customer deposit transactions to assess document validity and funds availability.
Minimize risk, deposit loss and fraudulent activity by evaluating and building accurate customer profiles in accordance with established policy and procedures.
Negotiate pricing concessions based on customer relationships.
Review, monitor and analyze local marketing activities.
Recommend alternatives based on findings. Strong customer service and relationship building skills.
Expert utilizing Financial Crimes Report
Expert in report disputing and stopping payment on fraudulent transactions.
02/2003 – 2/2008
ESCROW OFFICER/BRANCH MANAGER
FIDELITY NATIONAL TITLE
Develop and maintain business by the extensive application of basic sales and service techniques.
Interview escrow principals to obtain pertinent facts.
Direct the preparation of escrow instructions, drawing of documents, issuance of title policies and the disbursement of funds.
Assist Escrow principals, their lenders and/or agents in the completion of escrows involving financing or sale of their property.
Reconcile escrow instructions with title commitment. Assist lenders, escrow principals or their agents in the completion of escrows involving a number of unusual contingencies to the transaction.
Work with the title officer to verify and fraudulent title’s and/or liens on the property
Contact this candidate