Experience

LendingClub

• United States
• Financial Services
• 700 & Above Employee

• Back Office Specialist

  • Dec 2015 - Oct 2019

  San Francisco Bay Area • Managing, processing, filing and forwarding of Validation of Debt Requests, Cease and Desist Requests, Death Certificates, Opt-Outs, Power of Attorneys, Disputes, ID Theft Reports, Subpoenas, Bankruptcy Documents, Correspondence from Third Party Collection Agencies, Debt Management Companies, Attorneys and Borrowers. • Demonstrated clear understanding and in-depth knowledge of processes, procedures and documentations to meet compliance, pass audits, and advise peers throughout… Show more • Managing, processing, filing and forwarding of Validation of Debt Requests, Cease and Desist Requests, Death Certificates, Opt-Outs, Power of Attorneys, Disputes, ID Theft Reports, Subpoenas, Bankruptcy Documents, Correspondence from Third Party Collection Agencies, Debt Management Companies, Attorneys and Borrowers. • Demonstrated clear understanding and in-depth knowledge of processes, procedures and documentations to meet compliance, pass audits, and advise peers throughout operations. Contributed in creating official written processes and procedures for Validation of Debt Requests and incoming Physical Mail. • Successfully collaborating and coordinating with the vendor management team, 3rd party collection agencies and all other departments within LendingClub through clear, professional, verbal and written communication to diligently complete time sensitive tasks accurately and efficiently. • Processed Bankruptcy Proof of Claim Filings by submitting claims online to the U.S. Bankruptcy Court advising the amount that is owed to LendingClub. • Provided email correspondence support for payment delays, delinquent accounts, hardship notifications, bankruptcies, ACH stop, complaints, 3rd party authorizations and escalated requests received via mail and email. • Provided backup support for the Fully Paid/Payoff Statements and the Service Request queues. • Contributed in onboarding transition from Salesforce to Zendesk. Created approved template responses via email, and contributed in creating email classification for data tracking/analyzation via Zendesk.

• Payment Processing Specialist

  • Nov 2015 - Dec 2015

  San Francisco Bay Area • Collaborate cooperatively and professionally with borrowers to resolve delinquent accounts • Performing outbound and inbound calls while notating all collection efforts within policy and procedure

• Member Support Representative Email Team

  • Feb 2015 - Nov 2015

  San Francisco Bay Area • Provided corresponding email support for clients and potential clients; assisting with transactions, troubleshooting, and general questions • Resolved client concerns through follow-up outbound calling when necessary to further assist with the client’s needs

• Member Support Representative/Mentor

  • Jun 2014 - Feb 2015

  San Francisco Bay Area • Clarifying client questions and concerns to elude client escalation, fraud and loss to ensure 100 percent client satisfaction at all times for every valued client • Mentoring new-hire associates by fortifying their operational skills to ensure confidence in the integrity and ethics of our professional motives to our clients • Assisted clients in scheduling transactions and effectively conducted phone verification processes to provide clients with the best and most secure service… Show more • Clarifying client questions and concerns to elude client escalation, fraud and loss to ensure 100 percent client satisfaction at all times for every valued client • Mentoring new-hire associates by fortifying their operational skills to ensure confidence in the integrity and ethics of our professional motives to our clients • Assisted clients in scheduling transactions and effectively conducted phone verification processes to provide clients with the best and most secure service possible



Citi

• United States
• Financial Services
• 700 & Above Employee

• Financial Associate - Head Teller/ Coin Merchant

  • Sep 2011 - Dec 2013

  Newark, CA • Promoting and recognizing products that will further benefit the financial needs of clients as well as achieving the goal to surpass the quarterly sales quota of 128 referrals • Fortifying operational skills to ensure confidence in the integrity and ethics of our professional motives with our clients • Ensuring that clients are utilizing and maximizing all of their benefits that they are entitled to as valued clients • Overseeing and managing vault currency… Show more • Promoting and recognizing products that will further benefit the financial needs of clients as well as achieving the goal to surpass the quarterly sales quota of 128 referrals • Fortifying operational skills to ensure confidence in the integrity and ethics of our professional motives with our clients • Ensuring that clients are utilizing and maximizing all of their benefits that they are entitled to as valued clients • Overseeing and managing vault currency, tracking incoming and outgoing currency shipments and distributing currency and coins efficiently and accurately Show less



Starbucks

• United States
• Retail
• 700 & Above Employee

• Barista

  • Jun 2007 - Dec 2011

  Union City, CA • Mentoring and overseeing the training of new-hire baristas to ensure that their skills and knowledge meets and exceeds company expectations • Maintaining and managing store operations to ensure that food health and safety as well as aesthetic requirements set by the corporation meet and exceed all standards • Impacting customer satisfaction by prioritizing customer needs and requests and providing prompt and courteous service with a great attitude



Quickly

• Barista

  • Jan 2005 - Jul 2007

  Hayward, CA • Tackling the difficult task of multitasking as the sole barista providing quality beverages while consistently managing customer sales and operations • Exhibiting skills and qualities of a leader by encouraging new-hire employees by assisting in the development of skills required as a barista