Financial Services & Mortgage Operations Specialist

Ciera Gowdy

Orange Park, FL ***** +1-904-***-**** **********@*****.***

Professional Summary

Results-driven financial services professional with experience in banking operations, client relationship management, mortgage servicing, accounting support, and logistics, auditing, and customer service. Proven ability to deliver exceptional client experiences through timely issue resolution, account servicing, and relationship management while maintaining strict adherence to regulatory and compliance requirements. Experienced in handling high-volume client inquiries via phone and email, identifying client needs, recommending appropriate solutions, and collaborating with cross-functional partners to achieve client objectives. Strong knowledge of risk management, KYC/AML compliance, account maintenance, problem resolution, and customer retention. Recognized for professionalism, attention to detail, multitasking, leadership skills, and the ability to build trusted relationships while ensuring operational excellence and regulatory compliance. Also, have 2 years of Real Estate experience Willing to relocate: Anywhere

Work Experience

Industrial Success Specialist 3

First Citizens Bank Jacksonville, FL

January 2023 to April 2026

• Serve as the primary point of contact for commercial and small business clients, providing timely support and issue resolution via phone and email.

• Manage client requests from initiation through completion, ensuring a closed-loop process and exceptional customer experience.

• Build and maintain strong client relationships by understanding customer needs and delivering tailored financial solutions.

• Collaborate with internal business partners to address client concerns and facilitate appropriate referrals for additional banking products and services.

• Resolve complex account inquiries while ensuring compliance with bank policies, procedures, and regulatory requirements.

• Review client documentation and account information to ensure accuracy and adherence to KYC/AML and risk management standards.

• Handle escalated client concerns professionally and efficiently while maintaining a high level of customer satisfaction.

• Support compliance audits and operational reviews by maintaining accurate records and providing requested documentation.

• Identify opportunities to improve client experience and operational processes through proactive communication and problem-solving.

• Train and mentor new team members on client service procedures, compliance requirements, and operational best practices.

• Demonstrate sound judgment when assessing risk, protecting client information, and ensuring compliance with applicable banking regulations and company policies. Loss Mitigation Specialist III

Freedom Mortgage Jacksonville, FL

September 2021 to January 2023

Contributes to the progress of the department by understanding the measurements used to define success and how they can positively impact those measurements.

Meets monthly individual and team goals and key performance indicators. Handles a portfolio of multiple mortgage products that are 90+ days delinquent, or have requested loss mitigation, as governed by investor, departmental and legal guidelines; minimizing the loss due to foreclosure through the use of loss mitigation options.

Receives inbound calls and makes outbound calls to customers, attorneys, realtors and other authorized parties on the account and educates them on options available to resolve delinquencies. Understands and discusses customers’ general requirements for loan modifications, short sales, deeds in lieu, cash for keys, and consents to judgment other loss mitigation options. Analyzes specific financial situations; recommends and initiates the proper loss mitigation tool to assist each borrower. Conducts light skip-tracing activities.

Reviews title searches to ensure that no title issues threaten the standing of our investor’s lien on the property. Ensures compliance with company policies and procedures. Reviews and update daily reports and accounts.

HR Records processor

Capital Staffing Solutions Inc. Jacksonville, FL February 2021 to October 2021

1. Processed bi-weekly and monthly payroll for 15 employees with 100% accuracy and timeliness 1. Ensured compliance with federal, state, and local payroll regulations 2. Managed employee deductions, benefits, and wage garnishments 3. Resolved payroll discrepancies and responded to employee inquiries 4. Prepared payroll reports for management and audits 5. Collaborated with HR and accounting teams to maintain accurate employee records Logistics Analyst

Landstar Logistics Corp Jacksonville, FL

November 2018 to February 2021

• Processed, scanned, and indexed high-volume freight and revenue documentation with accuracy and speed

• Resolve delivery issues and support problem solving efforts

• Verified shipment data, applied proper billing codes, and communicated discrepancies to internal departments and vendors.

• Researched and resolved rejected or returned invoices through daily exception reports.

• Maintained organized digital records to support accurate billing and compliance with audit standards.

• Collaborated with BCOs (business capacity owners),carrier partners, drivers, and customers to retrieve missing documents via phone and email.

• Coordinate and track shipments from pickup and delivery

• Prepare and process shipping documents from BOL/Invoices and etc.(from Beg-End)

• Maintained accurate and up-to-date loan files in logistics software systems

• Ensured accurate data entry and adherence to deadlines for all freight invoices processed through EDI systems.

• Assist with scheduling and route planning

Consumer Lending Sales Specialist

ADVANCE AMERICA CASH ADVANCE CENTER Orange Park, FL July 2018 to July 2019

• Processed payday loan applications by verifying customer information, assessing eligibility, and accurately inputting data into the system.

• Provided excellent customer service by answering inquiries, explaining loan terms, and resolving account issues in a fast-paced retail environment.

• Handled cash transactions including loan disbursements, payments, check cashing, and bank deposits, maintaining 100% accuracy in balancing the cash drawer and vault.

• Promoted financial products and services to meet individual customer needs and achieve store performance goals.

• Conducted outbound calls and in-person marketing to attract new customers and retain existing ones.

• Maintained compliance with federal and state lending regulations, including documentation and identity verification procedures.

• Ensured store readiness by following daily opening and closing procedures, maintaining accurate records, and preparing bank deposits

Recruiter

Ryder Systems Incorporated Orange Park, FL

February 2018 to July 2018

• Sourced qualified CDL drivers using internal databases and job boards (e.g., Indeed), reviewing resumes and screening candidates to match open positions.

• Conducted pre-screening interviews to assess candidates' qualifications, work history, and driving records.

• Requested and reviewed Motor Vehicle Reports (MVRs) to ensure driver eligibility and compliance.

• Matched candidates with positions based on location, equipment experience, and route preference.

• Scheduled drug and alcohol testing and coordinated with onboarding teams to facilitate a smooth hiring process.

• Maintained consistent follow-up with candidates to answer questions and ensure positive experience during the recruiting cycle.

• Documented candidate status and communication in tracking systems. Customer Service Representative

Fanatics Call Center Jacksonville, FL

September 2017 to January 2018

• Handled high-volume inbound calls for an e-commerce sports apparel retailer during peak season.

• Assisted customers with order status, shipping updates, returns, exchanges, and product inquiries.

• Resolved complaints efficiently, ensuring customer satisfaction while adhering to company policies.

• Used internal systems to look up orders, process refunds, and update customer records.

• Maintained performance metrics for call handling time, quality, and issue resolution.

• Demonstrated professionalism and patience during escalated or emotional customer interactions. Cashier/Customer Service

Winn Dixie Orange Park, FL

November 2016 to May 2017

Responsibilities of a cashier include ringing customers’ purchases on a cash register, taking payment and giving change. A cashier also bags purchases and performs closing procedures by balancing out their cash registers at the end of their shifts.

Employer Name: Eric

Employer Phone Number: 904-***-****

Cashier/Customer Service

Wendy's Jacksonville, FL

April 2016 to October 2016

Responsible for taking money in the form of cash, check, or credit card from patrons in exchange for food or services. Scans items, provides change, balances drawer, and processes card transactions. Employer Name: Vontriece

Employer Number: 904-***-****

Education

Science of Criminal Justice (Associates)

Keiser University Jacksonville, FL

February 2023 to January 2024

Criminal Justice (Bachelor's degree)

Strayer University-Florida

April 2020 to January 2022

Basic Courses (High school or equivalent)

Robert E Lee High School Jacksonville, FL

2015 to 2017

Upper secondary education

Skills

Compliance standards auditing Customer service Bank/Account Reconciliation Financial operations experience (3–5 years) Appointment scheduling Organizational skills Project management Executive administrative support KYC/AML Compliance Bank deposits Payroll processing - Payroll processing experience (Less than 1 year) Prospecting Supervising experience - Supervising experience (1–2 years) Purchase orders Account management Sales Month-end close Fair Housing regulations Loan origination experience (1-2 years) General ledger data entry Shipping documentation Accounts payable - Accounts payable experience (3–5 years) Regulatory compliance Telephone & Email Client Support Mortgage industry Customer complaint resolution Analysis skills Property management Escalation handling Client relationship management Attention to detail Collections Policy & process development Problem-solving Public accounting Bankruptcy Customer retention Budgeting Tenant account reconciliation Account Servicing Profit and loss analysis Cross-functional collaboration

Languages

English

Groups

Jaguars Charity Foundation

July 2016 to October 2017

A volunteer for the Jaguars Charity Foundation. Interacting and connecting with fans pre-game and in-game to promote and run a Prize Wheel for Charity? Be accountable through the accurate handling of the collection of cash and the distribution of prizes (and turn in cash to Coordinator throughout the game and at the end of the shift?) Be responsive and knowledgeable about the program, The Jaguars Foundation, and other charities in order to answer fan questions.Show your dedication to the Jaguars, The Jaguars Foundation and other charities by meeting and exceeding minimum sales goals as specified by Coordinator.

Additional Information

Authorized to work in the US for any employer

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