Martha Miller

403-***-**** adbuh0@r.postjobfree.com

PROFESSIONAL SUMMARY

An experienced self-motivated Customer Service professional looking to be an ambassador to an organization where I can contribute to success. A confident and outgoing individual who is adept with dealing with diversity and always puts the customer first. Possesses high-energy, enjoys working in a continuous learning environment and adaptable to changing priorities. Ability to deal with difficult and dissatisfied customers utilizing exceptional communication skills. Known as an approachable team member with colleagues who supports business and people in a conscientious manner.

RELEVANT SKILLS

Office Administration Excellent Customer Service and Customer Satisfaction File/records Maintenance Solid Problem-Solving Solutions Results-oriented Quick Learner Self Directed Strong Organizational Skills Attention to Detail Sense of Urgency Adheres to Procedures Data Collection Active Listening Skills Fully bilingual in English & Spanish

TECHNICAL SKILLS

Microsoft Office Suite (Word and Excel), COM, HUB, ALS

Accounting Principles for computers, Simply Accounting (Sage 50), QuickBooks Level 1

PROFESSIONAL HISTORY

SCOTIA BANK 2008 – 2019

VALIDATION/PENDING OFFICER

Completed verification and validation of critical information contained in approved loan applications and other related supporting documents prior to release of funds

Ensured original loans and pertinent documents were included in the funding request package from the dealer (Application, Bill of Sale, Paystubs or other proof of income, insurance evidence, DVLP Worksheet, funds transferred form etc.)

Verified employment/income with Credit Bureau or pay stubs to safeguard against false information

Validated all information to confirm the accuracy of the Condition of Sale Agreement, including authenticating the collateral description in documents to Bill of Sale

Complied to AML (Anti-Money Laundering) and KYC (Know Your Customer) policies

Maintained adherence to information to comply with the Security and Policy Privacy requirements

Checked and approved the payout and lien release requirements

Successfully communicated and followed up with dealers to capture any discrepancies with the forms

MARTHA MILLER 403-***-**** adbuh0@r.postjobfree.com

CUSTOMER RELATIONSHIP REPRESENTATIVE

Handled a high volume of incoming dealer and client phones calls that were barriers to the validation staff, and to maximize time spent on validating and paying all indirect retail loans

Adhered to the bank's service standard guidelines during all contacts with dealerships, clients,

branches and other bank departments to maintain excellent customer service

Provided a high level of customer service on all incoming telephone/fax/electronic inquiries from the dealerships

Acquired and maintained a detailed knowledge of products and services offering solid advice to

Customers

Imparted guidance and support to dealers with all aspects of funding requirements

Responded to customer inquiries to effectively resolve clients concerns on the spot and/or escalating

Situations

Created business profiles in the customer relationship management database

Ensured all contracts received were acknowledged and distributed from the queue

MORTGAGE ADMINISTRATION CLERK

Provided administrative support for the retail mortgage applications received through alternate delivery channels

Assessed condition documents received from clients to ensure compliance to bank guidelines

Verification removal of conditions

Re-adjudication for data entry on applications

CUSTOMER SERVICE EXPERIENCE

STORE MANAGER 2007 — 2008

Mariposa Stores LTD partnership

Oversaw and competed daily operations, high-volume customer service, profit and loss management as well as setting, monitoring, and driving sales goals for 3 stores

Hired, recruited and trained up to 12 quality employees

Produced and managed the staff schedule

Handled payroll every cut-off date and e-mailed it to head office

Processed the markdown items prices on an as needed basis

Managed inventory, receiving and transferring of stock to other stores

Administered bank deposits and managed the cash

EDUCATION & PROFESSIONAL DEVELOPMENT

AML --Anti-Money Laundering, KYC--Know Your Customer, Compliance to Guidelines for Business Conduct courses

Accounting Principles for computers (12 hrs) Simply Accounting (Sage 50) Level 1 (18 hrs), QuickBooks Level, Mount Royal University

High School Graduate, Channelview High School, Texas USA

Contact this candidate