Shoua Yang Email & Phone Number

Milwaukee

· Process complex ACH origination/returns/NOC’s/Research Request/file processing in an accurate and timely manner.· Perform rotation of daily tasks and help co-workers with tasks as needed to evenly distribute workloads. · Periodically perform daily tasks remotely if necessary. · Perform account holder and business partner outreach to resolve return transactions or processing issues. · Take ownership and create/changes to department procedures as needed as well as communicate them to the team effectively and efficiently. · Work with strict hourly and daily deadlines to ensure funds are sent to the Federal Reserve on a timely basis. · Research and respond appropriately to internal departmental and business partner inquiries regarding employer groups and consumers. If inquiry is outside of the department, reassign inquires to the correct department(s) using available resources. · Act as an advocate for the customer by submitting feedback through appropriate channels. · Consistently meet/exceed all customer service standards.· Lead team meetings/huddles and promote a continuous improvement culture for the team.

· Logged into phone cues.· Main point of contact for various assigned companies.· Research and return customer inquiries. · Review other specialists work and provide feedback as needed.· Answer customer and/or client’s calls regarding retirement pension payments or issues.· Setup and process pension payments accurately within a require time frame.· Accurately update and change any require information provided by pensioners or companies.· Update and balance various client accounts on a monthly base.· Interact with customer and/or clients through phone, emails, mail & fax.· Interact within various investment department groups and out-source companies.· Monitor and process return ACH and/or checks. · Issue and process checks within department.· Send monthly require reports and/or spreadsheets to assigned companies.· Process Federal and State tax withholding updates and changes. · File maintenance for assigned accounts. · Maintain and meet department accuracy goals.· Team player

· Provide, build and maintain exceptional customer service.· Assist customers in handling various types of bank accounts.· Perform customer account setups and transactions.· Perform effective daily reviews of accounts for require adjustments as needed.· Intake consumer loan/credit line inquires and applications.· Interact with customers in person, phone or email regarding accounts.· Attention to detail when working/updating account to comply with bank policies and procedures. · Responsible for managing assigned account profiles. · Process new account transactions· Extend customer relationship by cross-selling products and services to best fit customer needs. · Interact within a diverse team environment to satisfy customer needs. · Cash handling.

Milwaukee Wi

· Research, resolve and respond to correspondence from customer on mortgage issues by phone.· Responsible for resolving escalated inquires and issues. · Handle high volumes of inbound and outbound customer calls regarding escrow, insurance and tax issues.· Cross trained in Bankruptcy, Foreclosure, Collections, Loss Mitigation and Lien Release, HMDA reviewer, refinance application by phone. · Interact with other departments, managers and vendors to resolve complex issues. · Coach, train and assist other team members on mortgage related issues such as payments, escrow taxes and insurance. · Effectively resolve tax issues by directly contacting Tax Authorities.· Work side by side with manger on special projects (GEM cases).· Review and audit outgoing checks to meet department rules and policies. · Handle escalated team member/customer inbound calls via GEM Prevention and Assist Lines.· Perform research on customer accounts regarding escalated mortgage issues.· Process routine to complete transactions on escrow and work gems, maintaining spreadsheets. · Update and make changes to customer payments, insurance and taxes. · Proved customer with detail explanation and breakdowns on escrow analysis and payments.· Efficiently handle a variety of customer inquiries regarding their home mortgage.· Assist customer with online technical issues such as navigations and maintenance. · Help train new team members and assign GEM work to team members as needed. · Cross-sell to meet department goals.· Team player.· Diverse in communicating with different departments, management levels, and vendors to resolve complex issues or projects. · Proficient in utilizing mortgage systems: Fidelity/MSP/LPS, EDGE, ICMP, LIV, PIVOT, GEMS AND Chucky checks systems.· Knowledge of MS Office systems.

Milwaukee Wi

· Provide exceptional customer service within store. · Organize store setup and displays.· Promote products and sales. · Complete suit measurements for alterations.· Place orders for store supplies.· Book suit rentals. · Handle cash register.

Greater Milwaukee Area

· Sort and mail department correspondence.· Take notes during meetings, transferring it into an professional email format to disturb out to team members. · Respond to customer request by fax documents. · Organize and order department supplies. · Review and audit accounts for errors.