Customer Service Support

Orlando Jackson

Summary

Established a successful career in the financial industry, while providing excellent customer service and sales experience. Eight years of acknowledging leadership tactics & skills in complex high-risk industries. Experience in processing convoluted transactions and performing extensive research to resolve intricate customer issues/inquiries. Approached situations with the developmental mindset to promote positive uplifting environments. Education

University of Michigan - Ann Arbor Ann Arbor, MI Some College (No Degree) in Business Administration Skills

● Customer Orientated

● Multitasking

● Organizational Skills

● Omega Training

● Service Oriented

● Customer Service

● Sound Judgment

● Sales Support

● Risk Assessment

● Social Perceptiveness

● Time Management

● Quality Assurance

● Prioritizing and Planning

● Goal Setting

● Relationship Building

● Operational Reporting

● Strategy Development

● Proactive and Focused

● Problem Anticipation and Resolution

● Verbal and Written Communication

● Financial Institution Programs

● Insurance Products

● Improvement Recommendations

● Financing Expertise

● Customer Financing

● Lender Relationships

● Departmental Oversight

● Mentoring and Training

● Customer Satisfaction

● Creative and Innovative

● Decision Making

● Data Analysis

● Adaptable to Changing Conditions

● Business Relationship Management

● Advanced Mathematics

● Team Building Leadership

● Work Planning

● Critical Thinking

● Willing to Learn

● Compliance Assessment

● Financial Resource Management

Experience

Imperial Capital

Customer Support Representative 03/2024-06/30/2025

● Serve as primary contact for assigned plan

Managed risk-based situations daily and also oversaw the day-to-day operations

. Adhering to monthly, and quarterly goals, while continually challenging employees to look toward strategic opportunities.

. Collections on delinquent accounts from customers to improve credit ratings and ensuring account resolution is made.

Spectrum

Customer Support Representative 07/2023 - 03/2024

● Provide a single point of contact for escalated cases with the ability to transition an escalated call into a positive customer experience.

● Support bulk customers using applications, tools and other resources, effectively resolve issues using customer-friendly language on a variety of concerns: billing, pricing and packaging, availability, equipment changes, proration, escalations, etc.

● Customer Retention – Drive contract renewals for targeted SCS Bulk customers by leveraging available retention programs and offers.

● Performs all work-related tasks, including escalation of issues, in a manner that is in compliance with company values, policies and procedures.

Equitable

Customer Support Representative 03/2023 - 07/2023

● Serve as primary contact for assigned plan sponsors, advisors, and brokers; acting as liaison between plan sponsors and various internal groups. Promote customer satisfaction through effective service delivery.

● Interpret and articulate retirement plan provisions from plan documents, summary plan documents, and related plan materials to assist plan sponsors with ensuring accuracy and compliance with regulations.

● Responsible for monitoring, collection and completion of compliance testing. Work with clients to resolve operational or compliance issues.

● Ensure prompt and effective response to all plan sponsor inquiries via email and incoming calls. Respond to plan sponsor's requests on a variety of issues supporting day to day plan administration. ie: contribution processing, plan amendments, withdrawal/loan provisions.

Wells Fargo 11/2014 - 12/2022

Home Loan Processor 4 03/2020 - 12/2022

● Responsible for evaluating and processing customer loans or credit applications to ensure they comply with loan policies and federal regulations and identifying money lending problems

● Support complex administrative, customer support, and operational processes on home loan applications, including timely communication with external customers, agents, brokers, and counterparties to obtain missing information and documentation, submit loans for underwriting review

● Identify ways to improve the customer service experience

● Perform file review of complex home loan applications, communicate with customers in a timely manner, review documentation and obtain missing information, clear stipulations, submit loans to underwriting for review, ensure all compliance and underwriting guidelines are met

● Prioritize and manage the assigned pipeline to meet deadlines and performance metrics

● Provide guidance training to less experienced Loan Processors

● Receive direction from supervisor and escalate non-routine questions to more experienced staff

● Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals

● Interact with internal and external customers and other counterparties

● Receive direction from leaders and exercise independent judgment while developing the knowledge to understand the function, policies, procedures, and compliance requirements Business Banking Advisory Specialist 01/2017 - 03/2020

● Serving as a liaison between different scopes of team members' business education provided to our clientele

● Upholding as a point of contact to direct and continue the established customer experience while identifying cash flow opportunities that will help business needs & demand growth & relationship management

● Determining business objectives, challenges, and opportunities through a detailed financial needs assessment

● Transitioning the customer to a direct business partner that will help service and grow with their needs

● Distributing active market training & coaching to continue the company goals and achievements

● Analyzing detailed geographical locations corresponding to product specific data Ability to develop and manage client relationships

● Excellent verbal, written, and interpersonal communication skills

● Strong prospecting, sales, negotiation, and influence skills Small Business Sales Specialist 11/2015 - 01/2017

● Applied interpersonal skills in the event of meeting business clientele, also to develop or maintain the relationship

● Managed existing relationships, while upholding the company's morals & values

● Uncovered business opportunities to help expand, grow, and help businesses succeed financially

● Ability to recognize potential cross-selling moments that can benefit the customer's cash flow

● Challenged team members to motivate them to pursue critical thinking, strategic patterns, and developing more product knowledge

● Assisted as a mentor to help train and mature newly hired team members

● Experience in risk management when opening new accounts via online applications

● Monitor and report risk concentration, current and emerging risk, and risk appetite

● Experience in Financial Services/Banking with a particular focus on interacting with credit, sales, and operations teams

● Customer Service focuses on experience actively listening, eliciting information, comprehending customer issues and needs, and recommending solutions.

Inbound Sales Specialist II 11/2014 - 11/2015

● Secured & managed high-risk confidential information on a daily arrangement

● Serving the affluent customer on a personal level to determine needs & uncover solutions

● Completed or exceeded sales goals that were proposed quarterly while working in a fast-paced intensity environment

● Managing and maintaining a PCM and Home Equity loan pipeline

● Updated QA compliance, WFCC policies, and cross-selling opportunities

● Responsible for tracking daily, weekly, monthly, and quarter regional sales goal

● Knowledge and understanding of sales prospecting and generating referrals

● Excellent customer service experiences

Providence Financial Group

General Manager 12/2010 - 03/2014

● Looked after a team of 45 account managers, while working within a fast-paced collection environment

● Ensured quarterly meetings to ensure staff was up to date on the latest company policies & procedures

● Managed risk-based situations daily and also oversaw the day-to-day operations

● Adhering to monthly, and quarterly goals, while continually challenging employees to look toward strategic opportunities

● Strong organizational, multi-tasking, and prioritizing skills

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