Customer Service & Transaction Processing Specialist

TaRhonda Robertson

*****************@*****.*** 214-***-**** Desoto, TX

SUMMARY

Seasoned professional with 11 years of experience in customer service and transaction processing roles, seeking a Customer Service/Transaction Processor position. Skilled in processing transactions, handling customer inquiries, and managing data with precision. Proven ability to establish rapport with clients and effectively navigate complex systems to deliver solutions.

WORK EXPERIENCE

Fidelity Investments Current

Multi-Channel Financial Associate II Sep 2022 - Present

• Complete ongoing training and education to maintain a deep understanding of products and services, ensuring the ability to address client inquiries effectively.

• Establish and maintain strong customer relationships, providing personalized service and demonstrating professionalism in handling a variety of customer interactions.

• Process 401K transactions with precision and adhere to plan specifications, while utilizing internal resources to deliver accurate solutions to client needs.

• Participate in Quality Improvement Processes and assist colleagues by applying proactive problem-solving skills, adapting to diverse work environments, and managing challenging situations to achieve mutually beneficial outcomes.

AppleOne (JPM Chase)

Document/Transaction Processor Nov 2021 - May 2022

• Reviewed and validated legal documents including death certificates, trust instruments, and tax waivers, ensuring compliance with organizational policies and facilitating the timely distribution of assets to beneficiaries.

• Managed the progression of transaction tickets through initiation, document review, and calculation stages, maintaining accuracy in the processing of estate distributions.

• Executed liquidations and payment distributions based on beneficiary entitlements, contributing to accurate reporting and data analysis for estate resolution activities. Corelogic Credco

Associate, Operations Services Apr 2021 - Nov 2021

• Analyzed and manipulated data using specialized tools, adhered to business procedures, and accurately entered information into applications and databases.

• Managed payment processing tasks, including reviewing reports, matching bills to payments, and preparing funding allocation requests with a focus on accuracy and efficiency.

• Delivered customer service by verifying credit, employment, and financial information through multiple channels and promptly updating client databases with results. Amazon

Virtual Customer Service Associate Apr 2019 - Apr 2021

• Addressed customer inquiries with empathy and patience, ensuring resolution aligned with company standards and values.

• Investigated and resolved account and order discrepancies using the Customer Service Center system, enhancing client satisfaction.

• Maintained clear and professional communication with customers and team members, documenting interactions with precision.

• Managed time effectively to prioritize tasks, ensuring efficient response to customer needs across multiple communication platforms.

Robert Half (GM Financial)

Account Modification Specialist Apr 2018 - Aug 2018

• Conducted comprehensive account research and reconciliations, resulting in accurate modifications and monetary adjustments, including interest accrual, to ensure adherence to relevant legal and regulatory standards.

• Implemented interest rate adjustments under the Service members Civil Relief Act (SCRA) and processed pre-authorized payment setups, cancellations, and suspensions in compliance with NACHA regulations.

• Analyzed and resolved complex account imbalances and conducted accurate credit bureau dispute verifications, maintaining strict compliance with the Fair Credit Reporting Act (FCRA). Genuent (DalTile)

HR Administrative Assistant/Data Entry Jan 2018 - Apr 2018

• Assisted with the maintenance of employee records, ensuring data integrity and confidentiality, and supported HR team with record keeping and preparation of presentations.

• Facilitated company engagement activities and served as a point of contact with benefit vendors, contributing to team cohesion and seamless benefits administration.

• Managed administrative tasks including calendar maintenance, report compilation, and processing of alphanumeric data entry, enhancing operational efficiency. Neiman Marcus Group

Seasonal Customer Care Associate (Work From Home) Oct 2017 - Jan 2018

• Managed inbound calls, efficiently processing orders and addressing inquiries for a diverse customer base.

• Maintained proficiency in multiple computer applications, ensuring timely follow-up and accurate information dissemination across various brands.

• Applied effective selling techniques to promote products and services, contributing to the achievement of departmental and personal performance targets.

AAFES (Army Air Force Exchange Services)

Escalations Customer Service Team Manager Oct 2016 - Feb 2017

• Managed the escalation process by analyzing incident records, coordinating with service providers, and ensuring adherence to organizational criteria to maintain customer satisfaction.

• Oversaw team performance, ensuring prompt resolution of customer issues related to merchandise, delivery, and order fulfillment, while adhering to company policies and procedures.

• Maintained detailed records of escalation processes, conducted regular reviews for process improvements, and ensured thorough communication with customers to achieve resolution and satisfaction. Barrett Daffin Frappier Turner & Engel (BDF Law Group) Bankruptcy DE Specialist Sep 2014 - Oct 2016

• Managed the setup and organization of bankruptcy files, ensuring accurate documentation and completion in collaboration with attorneys.

• Coordinated communication with clients to gather missing documents and processed case-related materials such as Payment Changes and Proof of Claims.

• Maintained timely and accurate data entry of customer information, while handling a high volume of cases and adhering to strict daily deadlines.

Wells Fargo Bank, N.A.

Loan Servicing Specialist 3 Aug 2011 - Jun 2014

• Executed loan servicing tasks including review and processing of disbursements, loan demands, and re-conveyances, while ensuring compliance with departmental procedures and government regulations.

• Managed communication and coordination with attorneys, updated appraisals, and mediated loss mitigation discussions, ensuring accuracy in mortgage document preparation and foreclosure process adherence.

• Addressed customer and internal inquiries regarding loan servicing, conducted file audits, and facilitated loan-related transactions such as payment processing, check disbursements, and tax payments. EDUCATION

Lancaster Elsie Robertson

H.S. Diploma

Lancaster, TX

1999

University of Phoenix Phoenix, AZ

2019

Ashford University Clinton, IA

2011

SKILLS

MS Office/Windows • 45 WPM • Internet • Afs • IP Vision Copier • 12,000+ KSPH Mastermind • Merchant Point • Printer • Scanner • Mortgage Account • Process • Prepare • File Loan Document • Payment Processor • FPS • Trustee Trak • As400 • LPS Desktop • Client 512 (MSP) • Asap • Fei • Attachmate Sessions • Accr • Mobius • I Am • I Clear

• Web Query • Cpi • Oracle • Speed 3.0 • Speed 2.0 • Buyer’s Workstation • Auto Suite • Default Manager • CSM

• Encompass • OnBase Desktop • Product Fulfillment Module-CSM • OnBase • Cisco ISP • Finesse • Zoom • Cisco AnyConnect • RightFax • Snipping Tool • Beneficiary Event Management (BEM) • Ivault (Enterprise Image Viewer)

• Fiw • Texas Certified Notary Public

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