Research/ Remediation Representative Resume

SUMMARY

Bilingual professional with over 15 years of broad expertise collaborating with cross - functional internal and external clients in diverse environments. Analytical problem-solver driving innovative solutions for seamless operations. Detail-oriented, adaptable and self-motivated team player with proven success managing multiple simultaneous projects and tasks. Disciplined quick learner with exceptional interpersonal, organizational and communication skills.

PROFESSIONAL EXPERIENCE

Confidential

Research/ Remediation Representative

Responsibilities:

Respond independently to inquiries and complaints from internal and external customers (including customers, merchants, clients, and bankers), regarding financial products and services.
Conduct intake of calls in call center environment to determine appropriate course of action, conducting investigative steps to fully identify the issues.
Process complex transactions over the phone (including monetary and non-monetary actions).
Research product information, terms, conditions, contracts, etc. and resolve complex problems and inquiries.
Serves as an intermediary between customers and the business to resolve disputed matters and enact resolutions accordingly.
Generate and/or compose written correspondence as needed.

Confidential

Production Team Member

Responsibilities:

Analyzed and troubleshot data setups in database, providing reporting and processing support in new account setups, maintenance and other related data compliance enhancements and updates.
Coordinated and implemented creation and revision of insurance form letters for various financial institutions as well as state-regulated disclosures across multiple financial institutions.
Wrote and maintained business requirements for letter verbiage, layouts and processing cycles; and maintained tax files, mortgage rates, deductibles and treaty setups.
Reviewed and maintained master policies, including renewals, endorsements, state regulations and compliance changes, ensuring that processes met requirements of financial institution and government regulators.

Automated Account Representative

Confidential

Responsibilities:

Analyzed and maintained accuracy and integrity of electronically transmitted account data, including lender insurance carrier files. Analyzed and processed new account setups, changes and cancellations.
Served as liaison between business and various financial institution handling escalated customer service issues.
Created and maintained several account and process manuals. Troubleshot automation errors that were detected, notifying business and/or management and correcting errors.
Provided system testing and validation to IT department for system enhancements and modifications.