Back Office Processor

• Sep 2021 - Present

Customer Service and Credit Analyst

• May 2014 - Aug 2021

-Contribute to Discover’s award winning service by using refined communication skills to accurately and efficiently handle direct inquiries from customers, offering solutions best suited to their needs and have previously been selected for the Customer Praise Program. -Consistently meet Service Delivery, compliance and productivity standards, achieved Best in Class award multiple times and support teammates in achieving the same. -Operated as a Acting Coach from Feb-Apr 2017, reviewing calls with agents for service standards, created an incentive plan to meet compliance and Service Ready goals which resulted in winning Top Team in the Department in Apr 2017. -As a member of 3rd Shift, demonstrate multitasking by handling multiple call types including Product Services, FICO/Credit Score Card, SSN/New Account Alerts, Retention, SCRA, Balance Transfers, and Written Mail Support. -As a Senior Acquisitions Specialist, listen carefully to efficiently guide customers through applications while focusing on the customer experience and use resources to accurately answer questions about our features and benefits and the application process. -As a Verification Analyst, use resources to carefully work through verification services needed to complete customer credit applications. Analyze tool results and documents to determine if requirements are met and decision applications according to procedure. This included working some special services such as Financial Capacity and Secured Cards. Show less

Member Service Representative

• Sep 2008 - Nov 2013

As the only Member Service Representative in the small branch, developed rapport quickly to effectively evaluate member financial needs and offer applicable bank products. Endeavored with Branch Manager to reach monthly loan quotas regularly As a Loan Officer, offered creative solutions for customers while assisting them through all phases of their loan applications for Credit cards, Autos and Home Equity Open Lines of Credit. Gathered information and documentation to submit applications for approval from the Credit Managers and performed loan closings or provided alternatives to customers. Conducted audits on all branch loan applications and worked to thoroughly resolve outstanding issues. As a New Accounts Officer, accepted membership applications, evaluated customer information, consumer reports and Chexsystems records to make approval decisions, finalized account openings by reviewing the membership agreement according to Truth in Lending laws and obtaining customer signatures. Show less

Store Manager

• Oct 2005 - Sep 2008

I assisted customers with product inquiries, product repairs & settled complaints. I was responsible for all merchandising including receiving, pricing and stocking. I completed all accounting functions including maintaining the cash drawer, prepared cash deposits from daily sales, conducted sales tracking in Peachtree & prepared & filed accounting documents. I also assumed all human resource responsibilities like advertising, interviews, selecting candidates, completing requirements for security badges, preparing staffing schedule, training, monitoring employee behavior & enforcing company policies. Show less

Customer Service/Returns Desk/Cash Office

• Mar 2006 - Jul 2007

Provided direct, first level customer support regarding returns, exchanges, credit applications, special orders, rebates and promotions, in store directions, etc. This was a high level multitasking job that required me to simultaneously answer phones and function as the primary cashier and customer service rep for most hours of the morning and early afternoon in a fast-paced home-improvement retail environment. I was also trained in the cash office, counting and reconciling all cash drawers from the previous day of business and preparing a cash deposit for Loomis Fargo. Show less