Customer Service Mortgage Underwriter
Resume:
Petr Charuza
Customer Service Supervisor - Call Center Supervisor
**********@*****.***
702-***-**** - cell
Las Vegas, NV 89108
Education
Charles University, Prague, Czech Republic – PhD in Politcal Economy (June 1981)
Hunter College, New York University New York, .N,Y., Economy, English (191-1985)
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Additional Skills
Issue Resolution
One Call Resolution
Continuous Improvements
Customer Implementation
Work Prioritization
Handling Escalations
Verbal and Written Communication
Career Objective
Dedicated professional with proven performance in management, leadership and communication. Detail-oriented in problem-solving and planning. Ready to make an immediate contribution to your organization.
20 years of related work experience in banking business as a call center center supervisor and customer service supervisor, helping bank's high value clients- Citigold - with their personal banking concerns, taking escalated calls, helping representatives with policies and procedures. and also familiar with mortgages and credit cards.
Experience
Customer Service Supervisor - Citibank - CitiGold - San Antonio, TX = Sep 2018 - Aug 2020
Resolved escalated complaints and nswered questions regarding policies and procedures.
Implemented and enforced corporate and departmental policies and service standards.
Provided efficient and courteous service to customers at all times.
Adhered to quality and service standards to support operational goals.
Responded quickly to meet customer needs and resolve problems.
Reason for leaving:
Position eliminated, customer service operations moved overseas
Mortgage Underwriter - Citibank, Las Vegas, NV / May 2016 - Sep 2018
Ensured mortgage applications were complete and accurate according to policy.
Computed payment schedules.
Analyzed applicants' financial status, credit and property evaluations to determine feasibility of granting loans.
Submitted applications to credit analysts for verification and recommendation.
Updated credit and loan files.
Obtained and compiled copies of loan applicants' credit histories, corporate financial statements and other financial information.
Contacted applicants or creditors to resolve questions about applications or to assist with completion of paperwork.
Customer Service Supervisor - Credit Cards - Citibank, Las Vegas, NV / May 2013 - Jun 2016
Resolved escalated complaints and answered questions regarding policies and procedures.
Implemented and enforced corporate and departmental policies and service standards.
Supervised direct reports and enforced adherence to established procedures and deadlines.
Provided product information and resolved concerns to assist customers.
Customer Service Supervisor - Citibank, Des Moines, IA / Apr 2008 - May 2013
Trained employees in job-specific tasks and evaluated continuing education needs to improve team performance.
Supervised direct reports and enforced adherence to established procedures and deadlines.
Resolved escalated complaints and answered questions regarding policies and procedures.
Conducted staff meetings to relay general information or to address specific topics.
Worked with coworkers to complete tasks.
Provided efficient and courteous service to customers at all times.
- Customer Service Representative - Citibank, Des Moines, IA / Mar 2003 - May 2008
Addressed customers courteously using suitable methods and problem-solving skills.
Remained open to feedback from supervisor and peers to build and improve skills set.
Responded to telephone inquiries and complaints following standard operating procedures.
Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
Complied with corporate and regulatory policies regarding information confidentiality and privacy.
Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
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