Phyllis S. Email & Phone Number

Virginia Beach, VA, US

Effectively manage remote, onsite and offshore cashiering processing teams. With primary focus on payoffs, payment research, complaint response and resolution, and account reconciliation. Provide insight on a number of cash functions to include but not limited to: payment reversals, charge backs, ach, lockbox processes, payment applications, suspense.

Virginia Beach

Effectively manage a team of 30 onsite employees and cashiering department operations, overseeing the completion of thepayment processing functions, all aspects of the in house lockbox operations and the distrubution of cash. Execute accurate reports of each function within the cashiering departments, entrenching they are in line with state and.

Virginia Beach

Successfully managed department and a team of 12-15 employees. Completed HR duties which included performance evaluationsand monitoring of compliance training. Continuously improved department performance, operational excellence, and associate proficiency, created workforce stabilityby cultivating an engaged, spirited and well coached team. Drove.

Managed Customer Service Agents ensure SLA and Quality.Gained immense ground by conducting monthly performance evaluations to establish career progression plans for staff retentionand reduction of turnover. Exceeded business unit goals by implementing HR initiatives in areas such as scheduling, time off reports, disciplinary actions,employee development.

Virginia Beach

Spearheaded the daily workflow, completed monthly QC of department processes and controls and identified opportunities andissues of strategic importance to essential to the growth of the enterprise. Improved productivity by partnering with supervisors and managers to research complaints, complete tasks and fulful requests. Devised and deployed proper.

Virginia Beach, Virginia, United States

First line of contact for inbound and outbound calls from clients. Managed and addressed client disputes, educated customers onmortgage products and services, and researched and resolved customer inquiries related to escrow trial and final analysis. Performed customer verifications and maintained customer records by updating account information.

Elevated customer experience, effectiveness, and efficiency by providing client contact, both in-person and telephone contact,answering questions and general assistance with problems, concerns, and inquiries regarding accounts, and payments. Critical contributor in creating a remarkable immense customer service experience by educating borrowers on steps.