Customer Service Financial Services

Charles E Matthews

Charlotte, NC *****

704-***-**** ********.*******@*****.***

PROFESSIONAL SUMMARY

Dedicated Financial Services professional with demonstrated strengths in customer service, attention to detail and financial analysis. Great at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals. Currently seeking a role that will prove challenging with an opportunity to grow and develop within an organization whose principles and goals align with my own.

SKILLS

Account Management

Market Knowledge

Complaint Resolution

Documentation Review

Attention to Detail

Income Evaluation

Analytical Thinking

Financial Analysis

Series 7 and 63, Life Insurance

EXPERIENCE

DECEMBER 2024-FEBRUARY 2025

Financial Service Professional

LPL Financial (Contractor) FORT MILL, South Carolina

Assisted clients with inquires/requests regarding their brokerage and Individual Retirement Accounts (IRA)

Created and resolved cases for more complex requests and modifications needed by clients.

Executed move money requests for clients who need to perform distributions or contributions to/from their brokerage or IRA accounts.

Delivered excellent customer service to clients while attempting to assist them as expeditiously as possible.

OCTOBER 2022-OCTOBER 2024

Customer Service Specialist/Case Advisor

Wells Fargo Advisors (Contractor) CHARLOTTE, North Carolina

Collaborated with internal departments to find resolutions and conduct further research on client accounts to resolve FINRA complaints.

Executed moderate to complex support services in account management, operations, documentation, customer service and technical support.

Identified opportunities for process improvement within the customer support functional area and relayed solutions to proper stakeholders.

Presented recommendations for resolving moderate to complex situations and exercised independent judgment while developing understanding of internal and external client needs.

MAY 2022-SEPTEMBER 2022

Portfolio Implementation Specialist

Vanguard Charlotte, NC

Assisted Financial Advisors with their inquiries regarding market data, trends, performance and collaborated with other groups to meet client needs.

Executed manual trades for advisors to assist in rebalancing and implementing portfolios to assist in achieving their client's financial goals.

Managed customer expectations with regular updates on project statuses.

AUGUST 2021-DECEMBER 2021

Investment Analyst/Quality Control

Situs AMC Charlotte, NC

Completed full reviews/analysis of primarily newly originated loans for purchase on the secondary market by investors including credit, income, liabilities, assets, title, collateral, and TRID compliance while maintaining a quality rating average above 95%.

Reviewed credit reports, Balance sheet and Income Statement to determine liquidity and cash in risk analysis of the loan.

Each loan was reviewed for completeness and accuracy by validating and auditing numerous data points provided by the lender compared to their supporting documentation including income documents related to payroll and taxes, asset statements, divorce decrees and other pertinent loan documentation.

Communicated findings and compliance requirements to clients to allow them to address with the originating lender or rebuttal.

NOVEMBER 2012-AUGUST 2021

Junior Underwriter

Bank of America Charlotte, NC

Reviewed approved loans by verifying approval conditions set by underwriting including income, assets, title issues, and appraisal reviews and reconciliations.

Met Lending conditions and issued decisions on loans with the ability to review and approve collateral for conforming and non-conforming products.

Achieved enhanced credit signing authority by completing SASEII underwriting authority within Bank of America to a delegated limit of $650,000.00 for conforming and non-conforming mortgages.

Maintained a 10% higher portfolio compared to peers while maintaining and delivering exquisite client experiences.

Assigned to Merrill Lynch High Net Worth fulfillment and worked with our Lending Officer partners to assist Merrill Lynch clients ($2M+ in assets) with their primary mortgage purchase and refinance needs.

FEBRUARY 2012-NOVEMBER 2012

Loan Verification Analyst/Quality Control

Wells Fargo Home Mortgage Charlotte, NC

Rectified missing and incorrect information with proactive approach to reviewing documentation.

Reviewed loan documentation for loans in default servicing prior to or in the process of foreclosure to verify the accuracy of legal documents submitted to the courts compared to the bank's system of record.

Reviewed affidavits executed by Wells Fargo employees to ensure that the sworn documents were accurate and that legal proceedings were followed in accordance with the state or jurisdiction of the subject property.

JUNE 2011-FEBRUARY 2012

Quality Control Underwriter

Bank of America (Contractor Disys) Charlotte, NC

Helped the company maintain profitability by expertly balancing risk and revenue with each determination.

Reviewed loans that were part of BAC Legacy Asset Portfolio to ascertain whether an affordable solution was possible when the customer had applied for a modification but was denied and the denial was deemed invalid by a third party.

Analyzed loan modification request based on investor guidelines while taking into consideration the customer's financial hardship to determine the best solution that would benefit the client as well as the investor.

EDUCATION

Bachelor of Business Administration – Finance Concentration

The College of William & Mary - Mason School of Business, Williamsburg, VA

August 2004

ADDITIONAL INFORMATION

Proficient with Microsoft Office (Word, Excel, Access, Outlook, Power Point, Notes and Sharepoint), and Salesforce CR.

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