Jayda C. Email & Phone Number

United States

Successfully managed over 500 customer accounts by proactively researching and analyzing accounts at risk of declaring bankruptcy to monitor progress, update account information, and create actions plans to mitigate risk for the bank. Communicated with clients over the phone and via email to take payments, ask additional questions, and provide account updates while keeping confidentiality and empathy top of mind. • Demonstrated strong attention to detail to maintain accurate records and identify any patterns for the business. • Provided an exceptional customer service experience through quickly building rapport and serving as a subject matter expert for clients. • Proactively partnered with cross-functional teams across the bank to update accounts and provide value add solutions to pain points within the business process.

Virginia, United States

Partnered with landlords and tenants to complete comprehensive grant applications for mortgage and rent relief during the pandemic by ensuring all parts of the application are filled out accurately and completely with all the necessary documentation. Research applications to verify accuracy including income, mortgage amounts, and employment status. Communicated with customers over the phone and through email to answer questions and successfully guide them through the process to avoid delays. ● Managed a high-volume caseload of over 500 applications within a 4-month period ensuring privacy and dignity for the clients during such a difficult time.

Ewing, New Jersey, United States

Quality Control AnalystServed as a quality control analyst within the escalations and complaints division for the mortgage department to continuously improve the customer experience by proactively identifying process gaps and offering value-add solutions to increase efficiency and mitigate risk for the bank. Collaborate with cross-functional teams across the enterprise to verify customer account information and ensure accuracy. • Design and implement new processes and controls based on customer feedback and employee quality assurance reviews to effectively mitigate risk and improve the customer experience. • Created and distributed surveys to measure program effectiveness and collect feedback and ideas from operations for additional process improvements.

United States

Bankruptcy and Foreclosure Specialist Proactively researched and analyzed customer accounts at risk of bankruptcy or foreclosure to ensure accuracy and provide any additional updates to the account. Partnered with other departments, such as loss mitigation and repossessions, to move customers through the necessary processes and mitigate risk for the organization. Communicated with customers through phone, email, and mail to provide status updates, take payments, and answer all questions regarding the process. • Provided a customer-centric approach to the process through open communication, serving as a subject matter expert, and looking for opportunities to negotiate and compromise wherever possible while protecting the needs of the business. • Drafted and sent formal notifications through mail to inform customers of changes to their accounts. • Review and revise court documents prepared by the legal team to ensure accurate account information is included in each court order.

Master Of Business Administration - Mba, Accounting And Finance

Bachelor Of Arts - Ba, Political Science And Government