Customer Representative Service

SUSAN M HURNEY

Customer service specialist, considered a "go-to" team member who consistently does whatever it takes to accomplish the goal. Outgoing, versatile and thoughtful, with strong organizational skills, seeking a position where experience and skills will be further developed.

PROFILE

CUSTOMER SERVICE SKILLS: Ability to resolve client concerns and complaints in a timely fashion following company protocol. Possess attention to great detail.

ADMINISTRATIVE SKILLS: Acted as a liaison between the Sales Department and the customer for purposes of retaining and developing customers. Confirming and updating appointments. Planned and coordinated internal and external events.

SECRETARIAL SKILLS: Composing and typing correspondence, scheduling appointments, and compiling statistical reports. Adept at operating all office machinery.

BOOKKEEPING SKILLS: Maintained records of financial transactions, accounts payable and receivable, invoicing customer accounts. Compiling monthly, quarterly and annual statistical reports to indicated profit/loss.

CORE SKILLS: Detail oriented, multi-tasker, professional, able to execute and complete all projects and precision to meet all deadlines, marketing and public relations, problem solver, excellent written & oral communication.

COMPUTER SKILLS: Microsoft Word, Excel, e-mail,internet and scanning

EXPERIENCE

First National Bank (temp)

Senior Collection Specialist

Home Loan Collections inbound and outbound

Process payments for past due and current loan accounts

Work with clients help get them a possible payment program

Worked closely wit branches calling in for help

Follow up with messages left by the clients

U.S Bank – Fraud Prevention Specialist 10-2019 to 10-2020

Remote from Home

Track and monitor transactions and activities via credit cards on customers' accounts.

Identify and trace any suspicious or high-risk transactions to determine if there is improper activity involved, and the risk to the bank and/or its customers.

Perform high level verification to assess validity of customer requests.

Place accurate and pertinent notes on customer accounts.

Provide excellent customer service to customers, while performing verification procedures

Technosystems Collections Associate 10-2017 to 5-2019

Inbound\outbound calls collecting past due accounts for Invent help

Process credit card, debit card and checking accounts for payment

Setting up payment plans for hardships

Business to Business collections

Utilize skip trace

Follow federal and state laws dealing with debt collections

Citizens bank Customer Representative Specialist II – Pittsburgh, Pa 4 – 2015- 7-2016

Inbound banking account related services.

Delivering financial solutions.

Offer new products for better banking (sales enhancements) .

Business Banking.

Card Servicing Works, Collections- Pittsburgh, Pa 11/9/2009 – 05-20-2013

Collections Associate

Handling inbound and outbound calls collecting debt for numerous credit card companies.

Collect payments on past due bills

Set up repayment plans according to ability to pay

Keep track of delinquent accounts

Utilize skip trace

Follow federal and state laws dealing with debt collection

Fiserv Lending Solutions, Customer On-Site - Pittsburgh, PA 07-01-1998- 12/31/2007

Customer On-Site Representative

Worked as a business development agent trying to contact all previous clients and potential clients to either reinstate us or retain us as their client.

Facilitated effective communication between retail offices and internal operations staff.

monitor ordering trends.

Monitor open orders to ensure quality.

Operate as a "point person" for retail offices for all products ordered.

Assist in managing the relationship between operations staff and client.

Provide suggestions and feedback to management as needed.

Assist various operations area with daily tasks and overflow.

Provide assistance to retail offices when ordering or retrieving products and using our website.

Provide contact lists, order forms and other miscellaneous documents that they may request.

Call Center

Supervisor

Hired, trained and supervised a team of 15 employees.

Assists high volume clients with Appraisal issues, title issues and closings.

Create and analyze call volume reports and provide results to executive management.

Participate in escalated client conference calls while contributing solutions to highly volatile issues.

Was a major force in turning around top client's perception of client urgency by putting back-up calling procedures in place.

Continuously monitored telephone system to troubleshoot any internal problems, and present issues to Operational management for resolution.

Meticulously handled escalated issues with clients and borrowers providing immediate follow-up until the problems were satisfactorily resolved.

Loan Closing Dept.

Closing Supervisor

Supervised a team of eight employees

Trained employees to schedule home equity loans and to fund them after the closing process.

Prepared settlement statements.

Performed quality control review of mortgage documents and after closing and returned to lender.

Recorded mortgages, deeds and satisfactions.

Notarized documents.

Interacted with Real estate agents, Lender and borrower to ensure a speedy closing.

Disbursed loans.

Collections

Accounts Receivable

Contact client/subscribers to collect outstanding debt for over 100 accounts.

Record payments received on a cash transmittal and forward to corporate office.

Reconcile unassigned payments from client.

Research uncollected C.O.D'S.

Research billing errors and report finding to supervisor.

Perform clerical duties such as filing, shredding, mailing and faxing.

EDUCATION Sawyer Business School - Pittsburgh, Pennsylvania 03/15/1997 - 03/15/1998

Diploma in Advanced office customer assistant

Duffs Business School - Pittsburgh, Pennsylvania 09/06/1979 - 09/06/1980

Diploma in Fashion Merchandising

Chartiers Valley High School - Bridgeville, Pennsylvania 09/06/1976 - 06/13/1979

Attained High School Diploma

AWARDS

Fiserv Lending Solutions

Awarded 5 certificates for outstanding achievements. Nominated for the Elite Award several times.

CERTIFICATIONS AND LICENSES

Pennsylvania Notary issued by Commonwealth of Pennsylvania

A member of the Pennsylvania Association of Notaries. Member since 2002.

REFERENCES

:

Available Upon Request

2333 FREMONT PL

PITTSBURGH, PA 15216

Phone: 412-***-****

aduvsk@r.postjobfree.com

Contact this candidate