Service Representative Customer
Resume:
JoVon Dixon-Seitz
East Chicago, IN *****
************@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Frontline Specialist
Quicken Loans - Phoenix, AZ
July 2020 to September 2022
Communicate with partners via phone, and email to provide support in resolving loan issues and to avoid denying a loan application
Analyze loan data to verify accuracy and identify any items that pose risk or compliance conflicts Submit mortgage applications and borrower information through an Automated Underwriting System (AUS) to acquire details about items that pose risk or compliance conflicts Review AUS findings and determine actionable next steps to resolve any conflicts Monitor existing policies and guidelines to ensure loans comply with any policy or guideline changes Answer underwriting questions from loan processors and officers to assist with moving loans quickly and accurately through the process
Work with peers, leadership, and the internal escalation team to resolve difficult loan issues Consistently meet minimum production goal numbers and quality metrics Fraud Specialist
Bank of America - Phoenix, AZ
October 2019 to July 2020
Reviews complex products for the prevention and detection of possible Fraud Responsible for research and analysis of account activity to assess levels of risk and fraud The incumbent will complete inbound and outbound calls and take appropriate action based on transaction characteristics of greater complexity
The incumbent may perform functions related to research and resolution of fraudulent activity and service support
Assesses the level of risk and makes decisions that directly impact the customer experience and risk to Bank of America
Reviews and analyzes accounts and relationships that may require differentiated treatment or specialized resolution
Customer Service Representative
Fiserv - Phoenix, AZ
June 2017 to September 2019
Received inbound calls from bank clients’ cardholders, answering questions, while driving issues to resolution to the client’s satisfaction
Responsible for researching customers payments that are scheduled using online bill pay Assisted with canceling payments, and placing stop payments on checks processed through bill pay Provide navigation assistance for Partner Care and Compass and answer bill pay and other payment service related questions
Opened cases related to missing payments
Provided navigation assistance to creating Zelle and Pop money accounts Customer Service Representative
Strategic Staffing Solutions - Phoenix, AZ
June 2016 to November 2016
Identifies and confirms the member’s immediate request(s) and worked to resolve issues Verified members and assisted them with resetting or retrieving their online username and or password. Updated member personal contact information.
Explores member’s banking needs and responds with needs-based solutions Manages day-to-day call center operations ensuring the effectiveness and efficiency of assigned resources to fulfill their member contact responsibilities Member Service Representative/ Bill Pay Representative PSCU - Phoenix, AZ
September 2015 to June 2016
Take inbound calls from credit union members
Help resolve account issues and financial inquiries Build rapport, provide excellent customer service, and impact people in a positive way. Updated member personal contact information.
Explores member’s banking needs and responds with needs-based solutions Manages day-to-day call center operations ensuring the effectiveness and efficiency of assigned resources to fulfill their member contact responsibilities Education
AS in Law
Kaplan University - Chicago, IL
2012 to 2013
High school diploma or GED
Skills
• Typing (10+ years)
• Written Communication (10+ years)
• Microsoft Word (10+ years)
• Customer Care
• Customer Service
• Call Center
• CSR
• Customer Support
• Data Entry
• Order Entry
• Cold Calling
• Research
• Microsoft Excel
• 10 Key Calculator
• Microsoft Outlook
• Computer skills
• HIPAA
• English
Certifications and Licenses
driver's license
Assessments
Customer Service Skills — Proficient
November 2018
Measures a candidate's skill in evaluating approaches to customer service & satisfaction. Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Contact this candidate