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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE PHONE NUMBER AVAILABLE
Qualifications Summary
Highly personable and motivated team member with extensive experience in customer service and collections in the insurance and mortgage banking industries.
Talent for identifying customer needs and presenting appropriate company product and services.
Excellent written and verbal communication skills necessary in customer service and collection areas.
Expertise in resolving escalated customer service and collection issues.
Dedicated and focused; able to prioritize and complete multiple tasks; excellent follow-through with the ability to achieve deadlines and goals within a time managed environment; detail oriented and analytical.
A team player with the ability to train, motivate, and supervise customer service and collections employees.
Professional Experience
September 2009 May 2017 Wells Fargo, N.A., Jacksonville, FL
Collector III, Call Center - Handled incoming and outbound collection calls within the Home Equity Mortgage department.
Deescalated customer complaints and assisted with negotiating payment arrangements to help customers avoid foreclosure
Redirected customers to correct departments by researching customer needs.
Researched misapplied loan payments and applying such payments to the customers correct accounts.
Trained and mentored team members.
Trained on Shaw, Otis, Hogan and Ecar collection systems.
Candidate's Name
Resume
Page 2
A member of team member engagement committee focusing on team and company morale in the workplace.
Special recognition Chosen by Wells Fargo to attend the National Service Conference in Orlando, FL in 2014.
Achieved 100% quality in call monitoring consistently.
August 2007 October 2008 Zurich Insurance Company, Jacksonville, FL
Commercial Insurance vendor service handling inbound and outbound calls in a call center dealing directly with insurance vendors.
Dealt with vendors insurance needs relating to construction projects on commercial sites.
February 1971 March 2007 Prudential Insurance Company, Jacksonville, FL
Customer service call center handling large volumes of incoming and outbound calls. Processed inquiries from policy holders, agents and vendors including problem solving and processing life insurance claims.
Trained new hire employees for standard call center and provided mentoring for overseas call center trainees.
In-house accounting preparing reports and daily balance statements.
Worked in the demutualization process to make Prudential a public company.
Education
Continuing Education courses with Wells Fargo pertaining to collection practices and principles and maintaining customer relationships.
1971 FCCJ (Florida Junior College, Jacksonville, FL) General Credits
Robert E. Lee High School, Jacksonville, FL |
