Customer Service & Loan/Account Operations
Resume:
Makiah Davis
Dallas, TX
************@*****.***
Professional Summary
Customer Service and Operations Professional with 5+ years of experience in banking, financial services, healthcare, and loan servicing. Skilled in account servicing, payment processing, billing, claims processing, insurance verification, account research, and resolving complex customer inquiries in high-volume environments. Known for accuracy, attention to detail, regulatory compliance, and delivering exceptional customer service while consistently meeting quality and productivity expectations.
Skills
● Customer Service • Customer Experience • Banking Operations • Financial Services
● Account Servicing • Account Management • Payment Processing • Billing & Collections
● Loan Servicing • Claims Processing • Insurance Verification • Account Research
● Dispute Resolution • Customer Relationship Management (CRM) • Microsoft Excel
● Data Entry • Regulatory Compliance • HIPAA Compliance • Problem Solving
● Attention to Detail
Experience
MARCH 2026 - JULY 2026
PNC Bank, Dallas, TX - Credit Card Customer Service Representative (Contract)
● Assisted customers through high-volume inbound calls with credit card account servicing, payment processing, billing inquiries, disputes, and account maintenance.
● Investigated billing discrepancies, processed fraud-related claims, and resolved account issues while striving for first-call resolution.
● Educated customers on credit card features, balance transfers, rewards programs, and available financial products to support their banking needs.
● Accurately documented customer interactions, service requests, and follow-up actions within internal banking systems.
● Maintained compliance with banking regulations, company policies, and quality assurance standards while consistently delivering excellent customer service. AUGUST 2025 - JANUARY 2026
TEKsystems / Navy Federal Credit Union, Dallas, TX - Account Services Specialist (Contract)
● Managed 80+ high-volume inbound calls assisting members with servicing checking, savings, certificate, and other depository accounts.
● Investigated and resolved billing discrepancies, fraud/non fraud related claims, and transaction issues, and account maintenance requests.
2
● Provided member services on Online/Mobile banking, credit and debit card products, lending options, and other financial products.
● Documented all customer interactions accurately while maintaining compliance with federal banking regulations and internal policies.
● Navigated multiple banking systems efficiently to provide accurate account support. JULY 2023 - AUGUST 2024
Exeter Finance, Irving, TX - Loan Processing & Collections Representative
● Handled delinquent auto loan accounts ranging from 5–80 days past due by contacting customers to collect payments and establish payment arrangements.
● Assisted customers with account inquiries, payment schedules, due date changes, daily interest accrual, and available payment options.
● Collaborated with internal departments to resolve account issues while maintaining compliance with the Fair Debt Collection Practices Act (FDCPA) and company policies.
● Consistently met 95%+ quality scores toward departmental performance goals for collections, account resolution, and customer service.
● Reviewed delinquent accounts to determine appropriate collection strategies and escalated complex cases when necessary.
FEBRUARY 2021- JUNE 2023
Walgreen’s, Dallas, TX - Pharmacy Customer Service Associate
● Assisted patients, healthcare providers, and pharmacies with prescription claims, insurance verification, billing inquiries, and non-clinical customer support.
● Verified insurance eligibility, investigated coverage issues, and processed prescription claims and prior authorization requirements.
● Corrected and resubmitted third-party prescription claims to ensure timely processing.
● Updated patient insurance information and maintained accurate documentation within pharmacy systems and CRM platforms.
● Resolved billing, claim, and insurance-related issues while protecting confidential patient information and maintaining HIPAA compliance.
● Delivered compassionate customer service while managing multiple priorities in a fast-paced healthcare environment.
Education
SEPTEMBER 2023 - In Progress Expected (2027)
Paul Quinn College, Dallas, TX - Bachelor’s Of Science
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