Front Desk & Customer Service Specialist
Resume:
Tatiana Stokes
Columbus Ohio *****
I am a very outgoing and people person. love to do my job with a passion and show it in my work. On time and any manager had will have nothing but
positive things to say about me.
Skillset Tatiana’s Experience
(In Year’s)
Skillset Last Used With…
Customer Service 5+ Huntington National Bank/ JP
Morgan Chase Bank
Loan Processing & Documentation 5+ Huntington National Bank/ JP Morgan Chase Bank
Financial Compliance & Banking 5+ Huntington National Bank/ JP Morgan Chase Bank
Highest Education High School Diploma
Professional Experience
Reason for Gap: Took time off to care for my newborn. Huntington National Bank (Remote)
Mortgage loan processor 3
March 2019 to September 2024
• Employee relations and conflict resolution (goal-oriented), verbal/written communication (customer-oriented), and strategic planning (people-oriented).
• Consumer banking specialist Strong customer relations.
• Created member account profiles on organization's online banking program.
• Set up, stored and updated customer files, department records and regulatory paperwork
• Organized financial analysis, market research and due diligence filing materials for potential investors
• Organized and removed online banking files no longer in use.
• Verified credit histories, personal references and employment backgrounds for each applicant Filed completed loan applications with underwriting and made approval or denial recommendations.
• Upheld complete confidentiality of all submitted information according to release guidelines Received regional branch recognition award for 100% sales increase.
• Handling various accounting transactions.
• Assessed customer account histories to determine previous compliance with payment plans and loan terms.
• Developed strong relations with company associates, reducing turnover by 90% within 2 months Collaborated with compliance department to eliminate procedural errors and margin breaks Interviewed clients regarding loan needs and financial histones and conveyed information regarding application processes.
• Maintained friendly and professional customer interactions.
• Reviewed and validated details of loan applications and closing documentation.
• Set up and completed loan submission packages.
• Produced and submitted completed loan packages to title and escrow professionals.
• Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
• Trained and directed new hires during department orientations.
• Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
• Handle any conditions sent from underwriting departments.
• Reviewed financial statements and contacted institutions and customers to clarify details Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
• Consulted with outside vendors to identify and resolve loan closing issues.
• Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Compiled customer feedback and recommended service delivery improvements to management Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
• Handling over 40 calls per shift, signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
• Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
• Operated in dynamic, high-volume environments to provide skilled assistance to more than 30 customers each day
• Developed working relationships with internal and external customers while assisting with account management duties.
• Complied with company policies and procedures by encouraging a positive and effective work environment among all employees.
National Check Cashers Columbus, OH
Loan Processor
October 2011 to April 2016
• Consulted with outside parties to resolve discrepancies and create effective solutions.
• Provided primary customer support to internal and external customers in fast-paced environment Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Welcomed, greeted and assisted guests in high-traffic store Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Helped 20 customers every 10mins by approaching conversations with positive attitude.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Cross-trained and backed up other customer service managers.
• Followed up with customers about resolved issues and completed to maintain high standards of customer service.
• Reached out to customers after completing sales to suggest additional service or product purchases and inquire about needs or concerns.
JP Morgan Chase Bank Columbus OH
Mortgage processor / Client Specialist
March 2016 to February 2019
• Employee relations and conflict resolution (goal-oriented), verbal/written communication (customer-oriented), and strategic planning (people-oriented).
• Consumer banking specialist Strong customer relations.
• Created member account profiles on organization's online banking program.
• Set up stored and updated customer files, department records and regulatory paperwork.
• Organized financial analysis, market research and due diligence filing materials for potential investors.
• Organized and removed online banking files no longer in use.
• Verified credit histories, personal references and employment backgrounds for each applicant Filed completed loan applications with underwriting and made approval or denial recommendations.
• Upheld complete confidentiality of all submitted information according to release guidelines Received regional branch recognition award for 100% sales increase.
• Handled various accounting transactions.
• Assessed customer account histories to determine previous compliance with payment plans and loan terms.
• Developed strong relations with company associates, reducing turnover by 90% within 2 months.
• Collaborated with compliance Department to eliminate procedural errors and margin breaks Interviewed clients regarding loan needs and financial histories and conveyed information regarding application processes.
• Maintained friendly and professional customer interactions.
• Reviewed and validated details of loan applications and closing documentation.
• Set up and completed loan submission packages.
• Produced and submitted completed loan packages to title and escrow professionals.
• Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
• Trained and directed new hires during department orientations.
• Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
• Handle any conditions sent from underwriting departments.
• Reviewed financial statements and contacted institutions and customers to clarify details Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
• Consulted with outside vendors to identify and resolve loan closing issues.
• Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Compiled customer feedback and recommended service delivery improvements to management Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
• Handled over 40 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
• Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
• Operated in dynamic, high-volume environments to provide skilled assistance to more than 30 customers each day.
• Developed working relationships with internal and external customers while assisting with account management duties.
• Complied with company policies and procedures by encouraging a positive and effective work environment among all employees.
National Check Cashers Columbus, OH
October 2011 to April 2016
Loan Processor
• Consulted with outside parties to resolve discrepancies and create effective solutions.
• Provided primary customer support to internal and external customers in a fast-paced environment.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Welcomed, greeted and assisted with quests in high-traffic stores.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Helped 20 customers every 10mins by approaching conversations with positive attitude
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Cross-trained and backed up other customer service managers.
• Followed up with customers about resolved issues and completed to maintain high standards of customer service.
• Reached out to customers after completing sales to suggest additional service or product purchases and inquire about needs or concerns.
Education
• Pekin high school – Communication
High School Diploma
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