Entry Specialist Support Representative

Danielle N. McCorkle ***********@*****.***

Monroe, NC 213-***-****

Client Services Professional

Dedicated and results-driven professional having extensive success in hiring top talent, financial services, developing individuals, team building, and client resolution. Proficient in managing multiple client cases. Accomplished in resolving employee and client challenges. Practiced in client confidentiality and identification verification. Business minded acumen with history of putting client first and leading by example, while meeting challenges of a constantly changing business environment.

Key Skills

Recruitment Client Retention Assessment and Documentation Records Management Audit Legal Document Review Development & Coaching Policy and Procedure Relationship Building Professional Experience

DreamKey Partners, RENTAL AND MORTGAGE PROGRAM, (Remote – Contract) Salesforce Data Entry Specialist 2021 – 2022

Provide emergency rental/utility relief to families that have been impacted by COVID 19, while adhering to state guidelines and maintaining SLA.

• Interview applicants, verifying provided information, while actively listening, always displaying empathy and compassion as needs are determined.

• Request and upload required documents, reviewing, and accurately entering information into Salesforce.

• Communicate with landlords, advocating for tenants who are facing or potentially facing eviction.

• Approve applications, prepare DocuSign forms, and collect the proper signatures for payment issuing.

• Prepare and provide denials for issues such as missing documentation and having no Covid-19 related hardship. VERMONT DEPARTMENT OF LABOR, (Remote - Contract) 2020 to 2021 Customer Service Support Representative

Assist agents with inbound calls for Regular, Pandemic, Pandemic Emergency Unemployment Compensation, and Extended benefits claims.

• Support agents by researching claim status providing answers to claimant inquiries, the adjudication and appeal process/status updates to help claimants secure paid benefits.

• Escalating of claims to State level requiring correction, benefit enrollment and State requested information.

• File applications, weekly claims, renew expired benefit year claims, reporting wages and remunerations. ONEMAIN FINANCIAL, (Formerly CitiFinancial), 2001 to 2019 Operations Support Senior Supervisor 2016 to 2019

Created and drove centralized performance culture by setting measurable goals and clear expectations, delegating, and motivating team members. Hired, developed, and promoted strong diverse talent. Prioritized and planned work with data-driven, outcome-focused approach.

• Selected, interviewed, and hired candidates, resulting in top talent placement.

• Developed procedure curriculums that were published and used by company personnel and external audit.

• Planned and conducted career building coaching classes for team members that produced promotable talent.

• Prepared yearly goals to assist with self-development of employees. Danielle N. McCorkle ***********@*****.*** Page Two o Ensured measurable S.M.A.R.T goals were in place for all tasks. o Analyzed work using process data for tracking progress and identifying opportunities. o 0versaw side-by-side coaching for under-performers with follow-up.

• Assessed performance, discussed career paths, and provided feedback and developmental resources, ensuring potential career path for everyone.

• Managed review and processing of Debt Management, Attorney Representation / 3rd-Party Authorization, and Cease and Desist documents, protecting business from potential litigation.

• Controlled 3 company customer service email boxes, created response templates, and identified repetitive correspondence, escalating to EOCC, Fraud or Legal, proactively preventing negative business impact.

• Orchestrated build out and oversaw sites mail room, its services, and policy and procedure creation. o Minimized sites in-coming and out-going mail, analyzing multiple lines of business, streamlining processes by way of automation.

Operations Support Supervisor 2012 to 2016

• Oversaw client pre- and post-Bankruptcy payment transactions, ensuring proper credit was applied.

• Evaluated and properly utilized FTE ensuring functions were executed as expected, while exceeding SLA. CITIFINANCIAL SERVICING (CFS) / CITIFINANCIAL, Charlotte, NC 2001 to 2012 Account Center Manager 2010 to 2012

Managed liquidating portfolio by coaching employees, identifying customer needs and business tools, to proactively help clients, curing delinquency. Coordinated risk and compliance as relating to liquidating portfolio and adhering to all collection laws. Maintained an inclusive and positive team-oriented work environment, while driving results.

• Aided in creation of the Centers business model for new CFS organization, which served as structured manual for future branch openings.

• Reviewed monthly results, provided analysis and suggestions to upper management for improving go-forward business model.

Branch Manager, Waxhaw, NC 2005 to 2010

Directed retail branch operations and ensured compliance with all business policies. Communicated and evaluated results with the team through weekly meetings, while providing continuous training and motivation to staff, promoting career development. Managed risk and compliance resulting in 100% audit and compliance passing year- over-year.

• Completed build out for new branch opening, communicating with all vendors, for proper set up.

• Conducted daily cash drawer audits and monthly security review, ensuring office adhered to company, state, and federal statutes and regulations regarding lending and servicing of customer financial accounts.

• Reviewed personal, auto, and real estate applications, provided approval or denial after credit analysis and performed loan closings safeguarding branch growth. Branch Account Manager, Monroe, NC 2001 to 2005

Licenses & Certifications

QPR Certification, 2021

Contact Tracing, Covid-19, Atlantis University, 2021 North Carolina Mortgage Loan Originator Licensee, (expired) Education

Attended and completed multiple classes and trainings including: Ethics Code of Conduct (2001-2019) Providing effective Internal Customer Service (2005 - 2012) Situational Leadership training for Leading People Leading Teams (2005 - 2019) Compliance: Servicing (2005 - 2012)

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