Miriam Walker
Jacksonville,FL
Summary
Experienced with member services, ensuring high levels of satisfaction and loyalty. Utilizes effective communication and problem-solving to address member needs and enhance experiences. Knowledge of team collaboration and adaptability in meeting changing demands.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Member Services Representative
COMMUNITY FIRST CREDT UNION OF FL
Jacksonville, FL
12.2022 - Current
- Monitored feedback from members regularly, implementing improvements based on their suggestions and needs.
- Managed incoming calls, emails and faxes from customers.
- Conducted thorough research on current industry trends, incorporating relevant findings into member services strategy.
- Utilized advanced problem-solving skills to address unique concerns or requests from individual members.
- Collaborated with cross-functional teams to identify opportunities for improving overall member experience.
- Submit Death Certificates for deceased accounts for processing
- Process Fraud and Dispute requests for Credit and Debit cards for investigation.
- Processes various types of consumer business, auto, personal Loan, Credit Card, Secured and Unsecured Loan Applications.
- Open IRA Accounts, process Distributions, Contributions and Withdrawals
- Served as primary point of contact for members seeking information about products or services offered by the organization.
- Provide a positive customer experience through member engagement.
- Ability to handle stressful situations in a professional manner.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed complex membership accounts, ensuring accurate record-keeping and timely updates.
Loss Mitigation Asset Administration
Flagstar Bank, FSB
Jacksonville, FL
06.2020 - 11.2022
- Attend mediation hearings telephonically or in person
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
- Remained updated with latest information related to mortgage products and services being offered.
- Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
- Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
- Provide options like mortgage forbearance, refinancing, or loan deferral for Repayment.
- Assessed clients' financial data to determine loan suitability.
- Processed loan applications and monitored progress from start to finish.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Managed incoming calls, emails and faxes from customers.
- Worked effectively in fast-paced environments.
- Managed 50-75 loss Mitigation Repayment packets daily
Junior Loan Processor
Loan Processor
Jacksonville, FL
09.2019 - 06.2020
- Conducted extensive borrower background checks, verifying employment history, creditworthiness, and financial stability for informed lending decisions.
- Maintained compliance with federal and state regulations by conducting thorough research and staying up-to-date on industry changes.
- Improved client relationships by providing exceptional customer service during the entire loan process, addressing questions and concerns promptly.
- Collaborated with underwriters to expedite approval decisions, resulting in improved customer satisfaction.
- Assisted loan officers with origination and closing processes to fastrack procedures and promote teamwork.
- Managed a pipeline of 60-80 loans.
- Handled any conditions sent from underwriting departments.
- Provided quick turnaround times to maintain fast-past schedule.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Reduced processing time for loan applications by maintaining organized files and promptly responding to inquiries.
Banking Customer Service Representative
TIAA BANK
Jacksonville, FL
01.2019 - 08.2019
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
- Monitored customer accounts for fraudulent activity, enhancing security and trust.
- Improved customer experience by providing timely and accurate responses to inquiries about banking products and services.
- Investigated and resolved accounting, service and delivery concerns.
- Managed 80-120 call center calls daily
Client Service Representative
J P MORGAN CHASE
Jacksonville, FL
05.2016 - 11.2018
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
- Improved overall organizational efficiency by maintaining accurate electronic files of all mortgage-related documents within company databases.
- Assisted underwriters in approving loans by verifying financial information and ensuring accurate documentation.
- Enhanced loan processing efficiency by meticulously reviewing and verifying applicants' financial documents.
- Handled any conditions sent from underwriting departments.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Office Data Entry Clerk
IMAGE STORE HOUSE
Jacksonville, FL
01.2015 - 05.2016
- Enhanced office efficiency by maintaining electronic files and organizing documents for easy retrieval.
- Maintained confidentiality of sensitive information by adhering to strict company policies regarding privacy and security.
- Streamlined data entry processes with the use of specialized software, such as Microsoft Excel and Word.
- Assisted in training new employees on data entry procedures, ensuring a seamless transition into the role.
- Compiled, verified accuracy, and sorted information to prepare source data for computer entry.
- Managed to process 100-300 images daily
Plant Service Clerk
GERDEAU
Jacksonville, FL
01.2013 - 12.2014
- Demonstrated adaptability by assisting in various roles as needed during particularly busy or understaffed shifts.
- Enhanced customer satisfaction by providing efficient and courteous service in a timely manner.
- Coordinated and expedited the flow and material between departments.
- Received inbound calls from Drivers and answered questions from external clients.
- Reviewed and distributed production work and shipment scheduling.
- Assist management with productivity and daily reports.
- Closed work out orders by accepting payments, issuing receipts, and filing documents.
- Delivered exceptional service with strong interpersonal skills, fostering long-term relationships with repeat customers.
Customer Service Specialist
Winn Dixie Grocery Store
Jacksonville, FL
03.2012 - 09.2014
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Handled cash with high accuracy and took care to check bills for fraud.
- Managed high call volume while maintaining a courteous and professional demeanor.
Patient Financial Services Representative
MAYO CLINIC
Jacksonville, FL
07.2004 - 03.2011
- Maintained compliance with industry regulations, ensuring proper handling of sensitive patient data during the billing process.
- Improved patient satisfaction by providing timely and accurate financial information.
- Negotiated payment arrangements with self-pay patients, offering flexible solutions that aligned with their financial capabilities.
- Streamlined billing processes for increased efficiency and accuracy in payment collections.
- Promoted a positive patient experience, addressing concerns and resolving issues related to billing or insurance coverage.
- Reduced errors in billing, conducting thorough audits of patient accounts and identifying discrepancies.
- Accumulates, prepares, and analyzes data necessary for contract compliance of HMO and PPO plans and CMS 1500 forms.
- Assisted patients in understanding their financial responsibilities, guiding them through available payment options and resources.
Education
High School Diploma -
A PHILIP RANDOLPH NORTHSIDE SKILLS CENTER
Jacksonville, FL06.1994
Skills
- Empathetic communication
- Customer service expertise
- Conflict resolution skills
- Analytical thinking
- Strong customer support skills
- Inbound call management
- Customer data confidentiality
- Quality assurance
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Excellent communication
- Computer skills
- Organizational skills
- Money handling
- Decision-making
- Microsoft office
Certification
- NOTARY PUBLIC License - 3/2/2025-3/2/2029
Timeline
Member Services Representative
COMMUNITY FIRST CREDT UNION OF FL
12.2022 - Current
Loss Mitigation Asset Administration
Flagstar Bank, FSB
06.2020 - 11.2022
Junior Loan Processor
Loan Processor
09.2019 - 06.2020
Banking Customer Service Representative
TIAA BANK
01.2019 - 08.2019
Client Service Representative
J P MORGAN CHASE
05.2016 - 11.2018
Office Data Entry Clerk
IMAGE STORE HOUSE
01.2015 - 05.2016
Plant Service Clerk
GERDEAU
01.2013 - 12.2014
Customer Service Specialist
Winn Dixie Grocery Store
03.2012 - 09.2014
Patient Financial Services Representative
MAYO CLINIC
07.2004 - 03.2011
High School Diploma -
A PHILIP RANDOLPH NORTHSIDE SKILLS CENTER