Daryl Thomas Email & Phone Number

• Managed inbound and outbound calls to negotiate payment arrangements, achieving consistent adherence to procedural guidelines and regulatory requirements.• Trained new team members on operational systems, enhancing team productivity and efficiency.• Provided exceptional customer service, resolving complex inquiries and ensuring customer satisfaction.• Identified and escalated items requiring risk review, exception handling, or further analysis through appropriate channels.• Explained complicated topics in a clear and concise manner to ensure customer understanding.• Provided a high level of professional and courteous service using empathy during account investigations.• Logged cases in the database, meticulously detailing actions taken on accounts and documenting conversations with customers.

August 2019- June 2021• Assisted credit card customers with inquiries regarding transactions, balances, and disputes, ensuring compliance with banking regulations and policies.• Processed all transactions and performed tasks accurately within procedural guidelines and without errors.• Met or exceeded Daily Productivity standards for each task performed.• Met performance standards for Quality, as defined in the Quality Assurance Plan, maintaining error-free performance.• Demonstrated proficiency in navigating multiple systems to research and resolve customer issues promptly.• Provided exemplary customer service, resolving complex inquiries and ensuring customer satisfaction.

• Managed diverse tasks encompassing complex product and service issues within established procedures.• Coordinated with cross-functional teams to achieve unit objectives.• Analyzed data to resolve complex problems and recommended exceptions based on risk assessment.• Communicated complex information clearly while handling sensitive data.• Conducted detailed investigations using skip tracing to locate borrowers.• Ensured compliance with departmental policies and procedures.• Elevated critical issues potentially leading to foreclosure or repossession.• Proposed policy and procedure enhancements based on daily operations.• Acted as the primary point for managing collection support processes such as modifications and bankruptcy documentation.