Mortgage loan servicing supervisor in a call center

Oversee customer service center: phone calls, emails, member transactions on accounts, debit card and credit card transactions, ACH and share draft postings, Wires, resource for IRAs, Decedent accounts, trust accounts and POA.

Branch Supervisor: responsible for cash order, teller transactions, debit/credit card transactions, consumer loan processing and funding

Served as a mentor and motivator for a team of 10, communicating business reviews and departmental reporting to management units. Executed change management. Handled direct human resource support. Ensured training, schedules, and client relations.Selected Achievements:• Played an integral role in leading team in meeting goals for service, sales of products, speed of answer (75% in 20 sec) and abandonment rate (5% or less dropped). • Provided oversight for key company-wide initiatives, introducing plans and program administration to build consensus across functional areas, establish benchmarks and metrics, and monitor and report results. • Streamlined the need for paper requests by implementing paperless transaction procedures. • Configure operations and financial policies to corporate requirements, KPIs, and regulatory requirements.• Deliver services to budget through development, tracking and control of annual operating and capital resources. • Respond to a 30% level of incident management, supporting the local and domestic operations team and driving troubleshooting within the customer service roadmap. • Elevate client relations by establishing credibility, discerning needs, providing appropriate recommendations and leveraging services. • Created and integrated contingency planning to ensure coverage during staffing shortages, reducing expenses and increasing effectiveness of the department.

Supported branches; defined and executed exceptional customer service and engagement strategy. Partnered with senior leadership and business teams. Analyzed and generated reports and provided solutions.Selected Achievements:• Recognized recipient of 10 service and leadership awards and numerous service nominations. • Steered one-on-one training for daily processes and world class service expectations. • Interpreted internal/external policies and regulations to complete requests beyond the standard operating procedures. • Created, tested and wrote procedures for new products and services that enhanced existing service workflows. • Tracked issues, errors and system complications to identify the root cause and implement mitigation in collaboration with appropriate departments. • Earned positive evaluations from clients, which led to the appointment as point of contact for new customers. • Built positive relationships, resolved complaints and provided outstanding service as part of brand integrity and growth.

manage daily transactions; provide outstanding service; hire, train and schedule staff; Notary