Stephen Mcmasters Email & Phone Number

Jacksonville, Florida, United States

• Promoted to FSA in July 2023 under new Life Services model.
• Primary objective is to retain brokerage accounts and uncover outside assets by having holistic and quality financial conversations with clients and building relationships.
• Oversaw 70+ active cases at any given time in an effort to transition accounts and consolidate outside assets via RITA, DRS, stock certificates, and wire transfers.
• Execute daily tasks and serve clients POC while training and assisting new teammates.

Jacksonville, Florida, United States

• Facilitated deceased wealth transitions as a leader of the Life Services team.
• Managed 200+ cases through calls, emails, and completing paperwork for clients.
• Promoted to Premier from Core, outperforming tenured teammates along the way.
• Achieved Segment Top Performer for 3 quarters across all sites prior to promotion.
• Consistently exceeded production and retention goals set forth by management, maxing both metrics 4 straight quarters from 2022 Q3 through 2023 Q2.

Jacksonville, Florida, United States

• Provided excellent customer service through effective communication and listening.
• Assisted customers with insurance inquiries, prescription refills, renewals, and returns.
• Increased prescription market share by upselling transfers from retail to mail.
• Researched data in multiple systems to provide solutions to order/accounting issues.
• Consistently achieved quality, average handle time (AHT), and satisfaction goals.

Atlanta, Georgia, United States

• Acted as Teaching Assistant for the Anthropology Department at Georgia State.
• Graded papers/tests and entered grades in Brightspace, an online teaching platform.
• Organized, scheduled, and ran live and online study sessions for exams.
• Awarded assistantship all 4 semesters based on performance metrics.

Atlanta, Georgia, United States

• Taught GSU 1010 New Student Orientation for the fall 2014 semester.
• Planned lessons, presentations, and classroom activities for new students.
• Organized materials, entered grades, and provided feedback for student development.

Jacksonville, Florida Area

• Reviewed and analyzed the work of all departments in Correspondence, including Funding, Registration, and Underwriting to ensure data quality and accuracy.
• Approved, suspended, and denied mortgage loans based on preset criteria required to purchase loans legally, efficiently, and within a timely manner.
• Worked on special projects with a team of 6 selected for high scores and ability to quickly grasp the concepts, materials, and procedures of originations.
• Promoted to Comm DQ within 5 months of working in Correspondence Operations.
• Consistently achieved daily loan quota and monthly 97% quality review pass rate.

Jacksonville, Florida Area

• Recommended to fund or suspend loans in an effort to protect the company from purchasing unqualified mortgage loans.
• Responsible for identifying issues, discrepancies, and missing information using procedures containing 100+ checkpoints.
• Selected as Subject Matter Expert (SME) to assist trainers in teaching funding.
• Promoted to Senior Funder from Junior Funder within 3 months in the position.
• Consistently achieved daily loan quota and monthly 95% quality review pass rate.

Jacksonville, Florida Area

• Worked with management at call centers across the US, Asia Pacific, and Central America to troubleshoot routing issues, monitor agents, and decrease abandoned calls.
• Calculated call volume and average handle time (AHT) variances to identify drivers, develop procedures, and implement solutions to mitigate impact to abandon rate.
• Prepared daily metric reports to the business and specific reports on an ad hoc basis.
• Consistently performed in the top 3 for InfoSource tickets worked each month.

Jacksonville, Florida Area

• Managed caseload of 180 clients through appointments, calls, and email.
• Worked closely with attorneys to resolve client tax liabilities by establishing compliance and installment agreements on behalf of clients.
• Lifted bank levies, wage garnishments, and filed for penalty abatements.
• Consistently achieved monthly closed-case quotas and financial analyses goals.

Bachelor’S Degree, Telecommunication, 3.72 Magna Cum Laude

Activities and Societies: Alpha Epsilon Rho Honor Society, Florida Anthropological Student Association, Journalism and Communications.

Master’S Degree, Anthropology, 4.08

Activities and Societies: VP, GSU Anthropology ClubMedical Anthropology | Ethnomusicology | Psychological Anthropology Research.