It Support Specialist
Resume:
Jessica Kinchen
IT Support Specialist
North Little Rock, AR 72114
**************@*****.***
Recent Experience
Completion of all required technical trainings for Cherwell ticketing system and Black Knight employee admin training modules. Strengthened problem solving skills daily assisting end users with password resets and walking thru issues to resolution or escalation to Tier 2.
Utilization of networking skills between users and systems operators to complete testing. Created admin policy and procedures for Black Knight MSP, Portal, end user and 3rd party vendor software applications. Subject Matter Expert (SME) for key systems/processes in subject teams and day-to-day functions.
Consistently met 96% CSR department KPI metric and excelled over average @ 98% standard via phone service meeting SLA guidelines.
Skills Summary
●Tier I end user support application software
●Active Directory-password resets, permissions
●Cherwell ticketing system
●Troubleshooting experience- printer devices, software, hardware
●VM Hardware
●CRM
●MS SharePoint
●Basic Linux
●MS Windows
●Google Workspace Suite
●Microsoft Office Suite 365- Word,Excel, Outlook MSTeams
●Zoom, Skype
●Basic Accounting
●Escrow Calculation & Data/Systems Analysis
●Data Entry
●Product Sales
●Organization Skills
●Communication Skills.
●Problem-Solving Skills
●Assessing and Interpreting Risks
●Critical Thinking
●Creativity
●People Skills/Relationship Building/Mentoring
●Up-to-date Knowledge of Business technology and IT
●Sound Understanding of Regulatory Guidelines and Security Policies
●IT/Medical/Legal/Mortgage/Banking/Financial
Awards/Cerifications
Google IT Support Professional Certificate
Google Cybersecurity Professional Certificate
NMLS- Bankruptcy Specialist
Handling Difficult Customers
RISE Career Development Program
Arvest Ambassador Award
Expected Completion Summer 2025
Expected Completion Summer 2025
April 2021 to Dec 2022
November 2021
March 2020
December 2019
Experience
Loan Servicing Tracking Specialist, Centennial Bank Operations 2: Conway, AR, August 2024 - present
●Reviews post-closing loan files for compliance and records the results in the bank internal tracking system to ensure collateral position. This duty is performed daily, about 30% of the time.
●Analyzes borrower credit file for adherence to the bank credit and underwriting policies and records the results in the bank’s internal tracking system. This duty is performed daily, about 25% of the time.
● Ensures continued compliance with the bank’s credit, underwriting, and loan policies through follow-up credit documentation. This duty is performed daily, about 20% of the time.
●Responds to phone or e-mail requests and inquiries promptly and professionally. This duty is performed daily, about 15% of the time.
●Remains knowledgeable of changes in the company loan, credit, and underwriting policy, as well as federal compliance regulations. This duty is performed as needed, about 10% of the time.
●The ability to work in a constant state of alertness and in a safe manner. This duty is performed daily.
●Completes required BSA/AML training and other compliance training as assigned. This duty is performed quarterly.
●Perform any other related duties as required or assigned.
Support Specialist, Client First Staffing Services
Little Rock, AR September 2023 to present
●Proven responsibility for interacting with customers on behalf of the Bank and provided information about products and services, responded to customer complaints, and processed customer requests.
●Managed large amounts of inbound and outbound calls in a timely manner, greeted customers on the telephone professionally and promptly followed communication scripts provided for given topics.
●Resolved problems within given authority and Identified customer needs, clarified information, researched every issue and provided solutions and/or alternatives.
●Performed duties, such as processing account balance or transfer requests, stop payment orders, change of address and other customer requests or authorizations. Handled and resolved customer complaints in accordance with Bank policy and procedure and conducted follow-up calls with customers on items not able to be resolved on initial call.
●Responsible for meeting personal and team target key performance
Mortgage Support Specialist
Arvest Bank - Little Rock, AR May 2022 to March 2023
• Provided Tier 1 support to all mortgage end users processing 20-25 tickets daily using systems adequately. Partnered with help desk and software engineers to troubleshoot agent system issues to ensure business continuity. Resolved 100% service level requests submitted or escalated to Tier 2 solutions.
• Responded thru chat, email and phone calls regarding associates status via Active Directory; approved/denied accesses, password resets.
• Maintained up-to-date knowledge of mortgage processes by attending continuing education classes. Applied all compliance with bank policy, laws, regulations, and the bank's BSA/AML Program by completion of all compliance training.
Mortgage Servicing Default Bankruptcy Specialist
Arvest Central Mortgage Company - Little Rock, AR April 2021 to May 2022
• Performed all the duties of a Customer Relations Specialist as they relate to loans in bankruptcy and documentation in the system. Compiled MFRs, POCs, and Reaffirmation Agreements for clients requesting relief, including work with Foreclosure, Loss Mitigation, and REO departments of bankruptcy open/close filings. Calculated reinstatements, payoffs, and entered any system coding. Reviewed and uploaded legal documents into PACER court systems.
• Supervised data integrity and performed all invoices and bills for services related to attorneys’ fees and costs, property inspections, appraisals, property preservation. Experienced with financial documents and transactions (i.e., promissory notes, loan agreements, security deeds, mortgages). Maintained positive communication relations with attorneys, outside vendors, and bankers.
•Applied all compliance of bank policy, laws, regulations, and the bank's BSA/AML Program, and completion of all compliance training.
Mortgage Servicing Customer Care Representative
Arvest Central Mortgage Company - Little Rock, AR December 2018 to April 2021
• Trained, coached and mentored over 15-20 temp and new hires and built a solid team of ready to work customer care reps for Arvest bank mortgage department at the onset of Covid-19. Answered internal and external calls and work calls from the message center.
• Authenticated caller identity procedures set forth by federal and/or state regulations, provided information and knowledgeable assistance regarding mortgage loans by customer loan information retrieval processing quickly and efficiently.
Partnered with IT to troubleshoot agent system issues to ensure business continuity.
Documented and followed up escalation procedures to address customer concerns. Evaluated contact center processes, made recommendations on how to improve, and measure success.
• Coordinated with financial institutions to obtain the necessary information while building customer relationships. Participated in outbound call campaigns to include:welcome calls, product service awareness, and various other company contact efforts.
•Applied all compliance of bank policy, laws, and regulations.
Education
Associates in Computer Science
Southern Technical College - Little Rock, AR
McClellan High School
Diploma, Little Rock, AR
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