Compliance Customer Service & Financial Representative
Resume:
Michael Jackson
Compliance Customer
Service and Financial
representative
Contact
Chicago, IL.
*****************@*****.***
Objective
I am looking for stability and growth/development within a stable company that will allow me to use most if not all of my acquired experience over the years; interacting with customers who rely on professional care. Working with a company that contributes to the well being of its clients.
Education
Chicago Loop,
Chicago, IL.
George Westinghouse
Chicago, IL.
Experience
October 2020 – Present
Collections/Loss Mitigation
Quality Control Analyst III
Dovenmuehle Mort.
• Monitor and grade SPOC agents
• Monitor trends
• Create assignments for all team members.
• Track progress of each SPOC team
• Pull all call requests, using Encore and Virtual Observer
• Provided excellent Customer service by fulfilling our client’s request for information to resolve
disputes.
• Wrote up call summaries for management that
contributed to resolving escalated calls.
• Mentored and trained new hires to handle
increased workload.
• Handle any special projects needed by Assistant
Manager or Supervisor
• Complete bi-annual FDCPA and CFPB training
• Annually complete Cybersecurity and AI training
August 2018 – August 2020
Risk Management Team Leader
Ceannate Corp
July 2010 – August 2018
Risk Management and Compliance Auditor
Ceannate Corp.
• Monitoring all managers and agents against FDCPA, Privacy Act and State Laws.
• Maintaining communication between company and
subcontractor of any violations, correspondence
received, creating and documenting corrective actions forms and memos.
• Creating data analysis and master records of all work completed by the staff.
• Providing feedback to Vice President, Director and Senior managers of trends. Reporting findings of areas of weaknesses where agents need further training and development.
• Recording monthly work volumes and delivering these to Senior managers of the Risk Management
Department.
• Providing recommendations of processes and
procedures that will improve the error rates.
May 2001 – Oct. 2005
Control Disbursement technician
Reconciler
Receipt/Dispatch Team Leader/Item Processing Technician Fiserv TNT
350 N. Orleans
• Monitored and inputted time and attendance for staff
• Prepared documentation of staff errors, attendance and performance
• Prepared monthly management letter, productivity models and overtime reports.
• Distributed same day Edibanx and federal Reserve Bank work to staff.
• Insured daily transmissions from the Federal Reserve Bank by surveillance time.
• Met deadlines and service loan agreements
• Operated Clearpath, Unisys and IBM systems
• Trained and developed staff to balance transit, clearing and inclearings and Federal Reserve Banking work.
• Reconciled out of balance accounts for (Jewel,
Dominick’s and AT&T)
• Provided customers with timely updates after
reconciling their accounts.
• Using Microsoft Office products to create and maintain reports.
Key Skills
Planning
Communication
Analysis
Team Building
Organization
Excel Worksheets
Microsoft Word
Typing 45 WPM
Ten Key skills
Outlook
Operate all office machines
Financial planning
and Analysis.
Customer servicer
Ability to switch task.
effectively
Communication
As Team Leader I would assist auditors with issues involving the application of the FDCPA, Privacy Act or State Laws. Also, re- auditing accounts to ensure that all departmental and Company Client requirements are being adhered to. Answer any questions that involve one-off situations that require critical thinking. As a public speaker, I have delivered discourses to audiences that number 110 - 2000+ attendees. Providing motivation and instructions on healthy living and spiritual well-being. Leadership
Oftentimes, Upper Management would ask me to assist in the creation of complicated excel spreadsheets to monitor the work to make sure that all agents are meeting their Key Performance Indicators. Having Master spreadsheets with all violations logged to assist the training department in coaching the staff. References
[Available upon request.]
Contact this candidate