Customer Service Call Center

Eyala F Massingale

**** * **** ****, *********, WI 53209 414-***-**** ***************@*****.***

Professional Summary

Resourceful banking professional committed to delivering top-level service to all client base. Skilled in client relationship management, conflict resolution, and leadership.

Proactive Personal Banker adept in multiple areas and, demonstrated through 20 years of experience in the financial sphere. Diligent financial professional seeking to fulfill a Customer Service opportunity within a call center. Committed to driving continuous improvement and increasing efficiency to optimize great team results.

Personable and ambitious customer service professional specializing in providing customer resolutions. Outstanding background in customer service, sales and banking. Addresses all questions and concerns with customer satisfaction in mind.

Skills

Financial product knowledge

Sales strategy

People-oriented

Strong account analysis skills

Excellent time management skills

Savvy relationship-builder

High level of accuracy

Compliance, banking laws and regulations

Detail-oriented

Work History

Application Care Specialist 10/2018- present

Kohls – Milwaukee, WI

Prepares credit card applications for underwriting within established guidelines

Responds to all calls, emails and other correspondence to answer question and resolve issue/disputes

Set up and verify new accounts

Approve credit card exception and overrides

Process orders and payments

Personal Banker, 09/2016 to 10/2018

BMO Harris Bank – Brookfield, WI

Advise customers on bank services for their needs

Manage customers bank accounts; open, close and oversee transaction

Reach out to potential customers to generate new business

Perform administrative duties

Present financial products and services to existing and prospective customers.

Loss Mitigation Specialist, 08/2016 to 09/2016

Robert Half/ BMO Harris Bank – Brookfield, WI

Contact and interact with delinquent borrowers to review different options for payments

Tracks and follows up on receipt to insure information is sent to borrower in a timely manner

Request payoff, reinstatement quotes, payment histories, ect from the client

Enforce loan workouts, forbearance, stipulations, modification as well as deed in lieu transactions adhering to investor guidelines

Conduct credit reports using TransUnion and Experian.

Milwaukee, Collector III/ Loan Servicing Specialist, 01/2007 to 01/2015

Wells Fargo Home Mortgage

Follow guidelines and procedures within investor.

Liquidate delinquent mortgage loan.

Took payments over the phone to cure delinquent accounts.

Complete Financial updates for customers who are interested in Loan Modifications or Refinancing of their loans.

Define creative, innovative methodologies to reduce portfolio delinquency.

Qualified to educate customers on various ways to cure their delinquent accounts.

Utilize qualitative and quantitative ability to resolve basic customer situations.

Partner w/ surrounding departments to exhaust all possible financial solutions.

Participate in aggressively meeting and/or exceeding department service level initiatives.

Accessed various financial tools to validate customer eligibility for mortgage retention programs.

Contact this candidate