Quality Assurance Customer Service
Resume:
DALLAS - FT. WORTH, TX • ***********@*****.*** •
JERMAINE HICKS
PROFESSIONAL SUMMARY
Remote Professional with over 11 years of extensive expertise in client relations with multitasking abilities and a strong commitment to quality assurance, ensuring client satisfaction and financial security.
EMPLOYMENT HISTORY
REMOTE - KYC (KNOW YOUR CUSTOMER) Oct 2021 - Present Bank of America
HYBRID MORTGAGE REFINANCE SPECIALIST Mar 2020 - Oct 2021 Bank of America
REMOTE DEPOSIT SPECIALIST/CHAT MESSENGER
SPECIALIST
Aug 2015 - Mar 2020
Bank of America
Collect and verify OFAC documents for foreign residency, ensuring regulatory adherence. Update customer accounts with accurate data entries, maintaining up-to-date records. Collaborate with compliance teams to streamline KYC processes, enhancing operational efficiency.
Improve customer satisfaction through effective KYC process management. Achieve measurable improvements in regulatory compliance and customer trust. Excel at analyzing financial data and conducting thorough assessments to determine the feasibility and benefits of refinancing for clients. Collaborate with team members to handle a high volume of refinancing applications and ensure accurate documentation and completion.
Develop and maintain strong relationships with lenders and financial institutions, negotiating competitive refinance rates and terms for clients. Stay updated on market trends, mortgage regulations, and industry best practices to provide the most relevant advice and options for clients.
Create innovative mortgage strategies to help clients achieve their financial goals, whether it's reducing monthly payments, consolidating debt, or improving cash flow. Serve as the primary point of contact for customers, providing exceptional service in processing their deposits accurately and efficiently. Handle large volumes of cash, checks, and other negotiable instruments with strict attention to detail and security protocols.
Utilize advanced banking software and technology to process transactions and check for any discrepancies or errors.
Maintain a high level of professionalism and confidentiality in handling sensitive financial information.
Actively participate in compliance training sessions to stay updated with industry regulations and best practices.
Skillfully managed the company's chat messenger platform, providing timely responses and assistance to customers.
Developed and implemented standardized messaging templates to ensure consistency and efficiency in customer interactions.
Provided feedback and suggestions for improving the chat messenger system's usability and functionality.
CUSTOMER SERVICE SUPERVISOR Apr 2013 - Aug 2015
United Healthcare and Kaiser Permanente
EDUCATION
SOME COLLEGE
Navarro College
Pursuing a Bachelors in Business Administration w/conc in Project Management SKILLS
Escrow Analysis, Loans, Mortgage, Home Loans, Collection, Claims, Payments, Multitasking, Documentation, Client Relations, Data Analysis, Quality Assurance, Team Leadership. Lead a team of customer service representatives to provide exceptional service and support to a diverse clientele base, ensuring customer satisfaction and loyalty. Develop and implement customer service policies and procedures to streamline operations and enhance efficiency.
Monitor and evaluate team performance metrics, addressing areas of improvement, coaching and mentoring team members, and celebrating their achievements. Resolve escalated customer issues in a prompt and courteous manner. Collaborate with cross-functional teams including sales, operations, and marketing to identify customer pain points and develop innovative solutions. Conduct regular training sessions to equip customer service representatives with the necessary skills and knowledge to provide top-notch service.
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