Customer Service Success
Resume:
Samantha Smith
Financial Operations and Customer Service Associate
El Mirage, AZ
***********@*****.***
EXPERIENCE
Human Interest, San Francisco — Recordkeeping Operations Specialist 1
Dec 2022- May 2024
Review and reconcile 401(k) related customer and account data Process customer transactions such as contributions, loans, and adjustments Problem-solve issues and double-check reports for discrepancies Work cross-functionally with customer success, implementation, engineering, and compliance to address customer inquiries and improve processes to build a better product that is scalable as we continue to grow Become an expert at operational processes and source of knowledge for internal stakeholders
Work on projects as needed
Use Salesforce and other platforms to research cash discrepancies within Retirement plan accounts
Security Title Agency, Scottsdale, AZ — Escrow Officer Assistant
July 2021- June 2022
Ability to perform all tasks of the Escrow Receptionist Prepare and send opening letters and thank you acknowledgements to all parties • Order title commitments and distribute to all parties Order and update payoff/assumption statements as requested Prepare receipts for all funds received from Customers and/or lenders Order wire transfers and provide wiring instruction Clear title requirements
Prepare loan packages for return to lender
Assist escrow officer with administrative tasks as requested Receive and contact the lender, obtain hazard insurance, enter basic order information on automated system, obtain HOA information, schedule and coordinate times for closings
SKILLS
B2C Development
Consultative Selling
Customer Service
Public Relations
Retail Sales
Leadership
Orion
Salesforce
POS
Merchandising
Inventory Control
Team Player
Motivator
Filing
Attentiveness
Product Knowledge
Clear Communication
Time Management
Calming Presence
Goal Orientated
Closing Ability
Flexible
Problem Solver
Task Orientated
Proactive
Good Listener
Great Communication
Administrative
AWARDS
Top Earner 2023 - Human
Interest
SME Award 2015 - Vanguard
LANGUAGES
Spanish Level 2
Prepare copies for disbursement and closing transmittals On a limited basis, answer Customers' questions and/or telephone calls concerning the administrative process of the parties' transactions and answer real estate agents' questions and/or telephone calls concerning the status of their pending
Assure that all information is accurate and matches the original Purchase Contract, e.g. zip codes, property address, spelling of names, marital status of buyers, reading Surveys for encroachments, if any, etc. Prepare and ship closing packages, Assure that each package is complete and properly signed by all parties.
Prepare documents for recording in different Counties : Assure that documents sent for recording full not only the Recording Regulations, but also the Lenders. Prepare endorsements to Policy, when applicable.
Take calls from lenders, buyers, attorneys, realtors, insurance companies and others are handled on a daily basis.
Axxcess Wealth Management, Scottsdale, AZ — Financial Operations Associate
Feb 2019 - April 2020
Train in and operate Orion as it relates to household and account level setup and maintenance.
Daily review of new accounts entering Orion and assisting in initial setup. Assist in the correction of performance reports and other Orion-related issues. Run and review daily Orion reports, such as on negative assets and assets in custodial accounts as required.
Assist in monthly and quarterly billing setup along with forecast bill review across business lines
Help create and review billing payout reports for advisors, sub advisors, solicitors, and other payees
Develop and communicate enhancements to existing workflow processes and communicate on an ongoing basis to AWM management
Process operational requests from advisors and clients via CRM tasks. Review Zoho CRM and other technologies for accuracy and completeness on an ongoing basis.
Work on various projects relating to marketing, operations, and business development
Interact with both AWM, Arete staff and Advisor Partners in a positive, and proactive way. This job requires a thoughtful, adaptable, problem solver with a positive disposition.
Interact with clients for servicing and account administrative needs in a positive, proactive way.
Facilitate and execute various operations related to advisor account administration and client service processes of the relationship manager Updating the Axxcess CRM database of all client information. Saving all clients forms & information in the database under correct client information Answering all emails from AWM Advisors to help in the process of client paperwork and client servicing
Systems and processes requiring daily updating of the applications for client information as needed
Assist the chief compliance officer by being diligent and observant to possible violations of the rm's policy and procedure manual and to communicate with the CCO immediately if concerns arise.
Develop and communicate enhancements to existing workflow processes and communicate on an ongoing basis with AWM Managing Director and CEO WEmortgage, Scottsdale, AZ — Senior Loan Processor Nov 2020 - June 2021
Serve as subject matter expert (SME) regarding Loan Simple's policies, procedures, products, promotions and technology.
Manages multi-state loan pipeline of loans.
Conducts daily review and follow-up with customers and vendors regarding outstanding items; gather necessary documentation as needed. Responds to business partners' emails, questions and phone calls Communicates to Operations Manager if unable to achieve a timeline or to resolve an error.
Manages key dates, for example, lock expiration, contingency date, contract date, credit doc expiration, ECOA, MDIA and other compliance related dates. Performs data entry to update all internal computer systems and loan les with notes regarding all actions that affect the loan in accordance with company requirements
Maintains contact with customers to provide status updates. Review fees for accuracy.
Reviews title reports, payoffs, appraisals, income documents, hazard insurance, and all supporting conditions for required standard compliance prior to underwriter resubmission.
Provides customer and closing agent necessary requirements for completion of loan closing.
Coordinates scheduling of loan closings with customer and closing agent. • Attends regular pipeline meetings and system training updates. Vanguard, Scottsdale, AZ — Retirement Plan Specialist to Small Business Plan Admin
Sept 2015 - Feb 2019
Basic knowledge of Vanguard, funds products and services, the overall financial services
Provides high quality client service across Institutional Participant Services by responding to participant phone inquiries and providing account and plan information from various information systems
Provide fund and investment performance information to participants by phone
Respond to plan participant inquiries pertaining to certain legal, regulatory, and tax- related issues through verbal and written communication Provides industry knowledge to fund performance and retirement investing Initiate transactions for participants including loans, exchanges, allocations, and terminations
Process through phone request any type of administrative changes Review any supporting documents in reference to transactions for completeness
Contact participant or appropriate department for further research on any missing information in regards to completing a transaction EDUCATION
Lakeview Fort-Oglethorpe HS, Fort-Oglethorpe, GA — General Highschool Diploma
August 2004 - April 2008
Peoria High School, Peoria, AZ — General Highschool Diploma
April 2008 - May 2008
Glendale Community College, Glendale, AZ — Associates Degree - Finance Major
Sept 2008 - May 2010
Chattanooga State Community College, Chattanooga, TN — Associates Degree - Finance Major
Aug 2010 - Sept 2014
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