Anesha Jackson

• Maintain day to day communication with leadership to ensure we meet our operational performance, quality and service expectations.
• Offer hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
• Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
• Built rapport with account holders by reaching out with product recommendations and account updates.

• Helped handle day to day customer contact via phones, faxes, email and message board chats
• Supported our team members with customer service inquires, or complaints.
• Motivated our team to create competitive ideas to help team members hit production goals.
• Managed the team workload to ensure we reached target goal for the year.
• Empowered our team by delegating tasks to employees to help with their growth and development.
• Addressed employees questions, concerns or any issues they may have.
• Generated scheduling with our Work Force Analyst to ensue we had staffing and resolved scheduling issues.

· Handled any conditions sent from underwriting departments.

· Refined and maintained relationships with customers and loan officers to establish smooth loan process.

· Worked as a team player to assist loan officers with origination and closing processes to fastrack procedures and promote teamwork.

· Established relationships with loan applicants, underwriters, and loan officers to optimize process and maintain updated information.

· Set up and completed loan submission for loan applicants.

· Contacted customers with conditions and/or decision for our underwriting department.

· Prepared documents for underwriting by verifying client income, credit reports, and other information.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Handled complaints with prompt, courteous service to uphold professional reputation.
• Educated and engaged customers with new bank products and services.
• Responded to customer calls and emails to answer questions about products and services.
• Opened customer accounts and provided deposit and withdrawal receipts.
• Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.