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Click here or scroll down to respond to this candidateDALLAS - FT. WORTH, TX EMAIL AVAILABLE
PHONE NUMBER AVAILABLEJERMAINE HICKSPROFESSIONAL SUMMARYREMOTE Customer Service Specialist with 11+ years of extensive expertise in customer service, mortgage, and home loans. Adept at handling claims, payments, and escrow analysis with a strong focus on accuracy and efficiency. Demonstrates exceptional multitasking and administrative skills, contributing to seamless retail operations and enhanced client satisfaction. EMPLOYMENT HISTORYREMOTE CUSTOMER SERVICE SPECIALIST Oct 2021 - Present Bank of America Provided exceptional customer service and support for retail and small business clients in deposit transactions through online banking via phone and chat. Successfully up-skilled to handle Preferred Rewards Gold, Platinum, and Platinum Honors clients, ensuring their banking needs were met and exceeded. Assisted clients with claims, including fraud, non-fraud claims, and disputes, by providing thorough investigation and resolution, ensuring their financial security and satisfaction. Developed expertise in home loans, specifically in escrow analysis, process, and verification of escrow and home loan payments, contributing to smooth and efficient loan processing. Collaborated closely with cross-functional teams to ensure seamless communication and coordination in delivering outstanding client care. Maintained accurate and detailed records of customer interactions, ensuring all inquiries and concerns were properly addressed and resolved. Helped formulate and implement customer service strategies to enhance overall customer satisfaction and loyalty. Actively participated in ongoing training and professional development programs to stay updated with the latest industry and product knowledge. Consistently met and exceeded performance targets, earning recognition for exceptional service delivery. Fostered a positive and engaging work environment, promoting teamwork and camaraderie among fellow team members. OFAC process and collect foreign residency documents passport, green card, I-797c, student Visa, I-95 and I-485HYBRID MORTGAGE REFINANCE SPECIALIST Mar 2020 - Oct 2021 Bank of America Utilize sparkling communication skills to engage with prospective clients and educate them about mortgage refinancing options, making the process as smooth and delightful as possible. Excel at analyzing financial data and conducting thorough assessments to determine the feasibility and benefits of refinancing for clients. Collaborate with a brilliant team to handle a high volume of refinancing applications and ensure accurate documentation and completion. Develop and maintain strong relationships with lenders and financial institutions, negotiating competitive refinance rates and terms for clients. Stay updated on market trends, mortgage regulations, and industry best practices to provide the most relevant advice and options for clients. Create innovative mortgage strategies to help clients achieve their financial goals, whether it's reducing monthly payments, consolidating debt, or improving cash flow. REMOTE DEPOSIT SPECIALIST/CHAT MESSENGERSPECIALISTAug 2015 - Mar 2020Bank of America Serve as the primary point of contact for customers, providing exceptional service in processing their deposits accurately and efficiently. Handle large volumes of cash, checks, and other negotiable instruments with strict attention to detail and security protocols. Utilize advanced banking software and technology to process transactions and check for any discrepancies or errors. Collaborate with fellow team members to ensure a smooth flow of operations and assist in handling customer inquiries or concerns. Maintain a high level of professionalism and confidentiality in handling sensitive financial information. Actively participate in compliance training sessions to stay updated with industry regulations and best practices. Skillfully managed the company's chat messenger platform, providing timely responses and assistance to customers. Acted as a friendly and approachable point of contact, addressing customer inquiries, resolving issues, and providing product information. Developed and implemented standardized messaging templates to ensure consistency and efficiency in customer interactions. Collaborated with the marketing team to promote new products and services through the chat messenger platform. Conducted regular analysis and tracking of chat performance metrics, identifying areas for improvement and implementing strategies to enhance customer satisfaction. Provided feedback and suggestions for improving the chat messenger system's usability and functionality.CUSTOMER SERVICE SUPERVISOR Apr 2013 - Aug 2015United Healthcare and Kaiser Permanente Lead a team of customer service representatives to provide exceptional service and support to a diverse clientele base, ensuring customer satisfaction and loyalty. Develop and implement customer service policies and procedures to streamline operations and enhance efficiency. Monitor and evaluate team performance metrics, addressing areas of improvement, coaching and mentoring team members, and celebrating their achievements. Resolve escalated customer issues in a prompt and courteous manner. Collaborate with cross-functional teams including sales, operations, and marketing to identify customer pain points and develop innovative solutions. Conduct regular training sessions to equip customer service representatives with the necessary skills and knowledge to provide top-notch service. EDUCATIONSOME COLLEGENavarro CollegePursuing a Bachelors in Business Administration w/conc in Project Management SKILLSEscrow Analysis, Loans, Mortgage, Home Loans, Collection, Claims, Payments, Multitasking, Documentation, Client Relations, Data Analysis, Quality Assurance, Team Leadership. |
