Antonio Brooks
Jacksonville,FL
Summary
Client service professional with proven track record in enhancing client satisfaction and fostering strong relationships. Skilled in resolving issues, managing multiple priorities, and adapting to changing requirements. Known for collaborative teamwork, effective communication, and delivering impactful results. Reliable and adaptable with talent for understanding client needs and delivering exceptional service.
Overview
12
12
years of professional experience
Work History
Client Service Specialist
First Citizen Bank
Jacksonville
11.2023 - Current
- Provided knowledgeable service and support for all customer needs.
- Developed strong relationships with clients, fostering trust and loyalty through consistent communication and personalized service.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Implemented a proactive approach towards anticipating potential roadblocks or challenges impacting the success of a given project or relationship.
- Maintained detailed records of client interactions, facilitating seamless handoffs between team members when necessary.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained new team members on best practices in client services, elevating overall team performance.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Sought ways to improve processes and services provided.
Analyst
Mphasis / digital risk
Jacksonville, FL
12.2020 - Current
- Collected, organized and input information into digital database
- Completed quality assurance reviews to assess accuracy of data and validate results
- Ensured documents were issued to customers/non borrowing customers within guidelines of TILA / RESPA
- Reviewed appraisal reports to ensure accuracy of fee charged to customer
- Verified escrow summaries ensuring all applicable billing was paid/scheduled to be paid prior to refinancing
- Accurately assessed closing fees for amounts and payees
- Reviewed debt to income ratio for qualification of refinancing
Client Service Specialist
TD Auto Finance LLC.
JACKSONVILLE,FL
06.2023 - 11.2023
- Provided knowledgeable service and support for all customer needs.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Assisted with the development of marketing materials targeting prospective clients, showcasing the value of our company''s services.
- Developed strong relationships with clients, fostering trust and loyalty through consistent communication and personalized service.
- Ensured prompt delivery of title for assets paid in full
- Educated customer on lien release process setting standards for delivery of documents
- Provided step by step process for registering vehicles from state to state transfers
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collaborated with cross-functional teams to develop customized solutions, tailored to meet specific client needs.
Warehouse Associate
Freight Handlers Internation
Jacksonville, FL
06.2020 - 12.2020
- Packed and labeled merchandise to prepare for loading and shipment to customers
- Moved boxes, containers and pallets with special-purpose equipment to meet demanding production targets
- Established and maintained good relations with customers, vendors and transport companies
- Used pallet jacks to move items to and from warehouse locations
- Received deliveries, scanned packages and updated orders in internal database
- Unloaded incoming products off trucks, sorted items in staging area and transported items to final storage locations
- Arranged items on store racks and shelves, checking correct location and prices
- Identified safety hazards and notified management to determine proper resolution of issues
- Examined packages and goods for damage and notified vendors of replacement needs
- Monitored equipment for signs of mechanical issues and organized repairs to maintain functionality
- Examined incoming and outgoing shipments, rejected damaged items and appropriately recorded discrepancies
Loan Servicing Specialist
Select Portfolio Servicing
Jacksonville, FL
06.2013 - 11.2019
- Delivered prompt, knowledgeable solutions to address customers' loan service issues
- Handled routine and complex inquiries from customers, title companies, and vendors each day
- Processed payoffs, releases and curtailments for convential fha loans
- Audited files regularly to detect and correct paperwork and processing errors
- Monitored loans to verify adequate and current insurance coverage
- Examined and verified information in loan application and closing documents
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
- Prioritized and organized tasks to efficiently accomplish service goals
- Worked as a single point of contact for document inquires
- Assisted in loss mitigation options short sales, deed in ileus, forbearance agreements & modifications
Education
High School Diploma -
Englewood High School
Jacksonville, Florida05.2004
Skills
- Clear understanding of dti ratio pulling credit reports , reading appraisal reports , automated under writing system
- Accustoms to using multiple systems @ once (Mx black knight, latitude ,select ce , encompass , infolease ,pega
- Information organization
- Remote work capabilities
- Strategic Planning
- Payment processing
- Regulatory Compliance
- Customer education
- Debt and credit management
- Customer service-focused
- Active listening
- Working collaboratively
- Organizational skills- managing portfolio or working from a dialer system
- Telephone skills
- Documentation skills
- Email etiquette
Timeline
Client Service Specialist
First Citizen Bank
11.2023 - Current
Client Service Specialist
TD Auto Finance LLC.
06.2023 - 11.2023
Analyst
Mphasis / digital risk
12.2020 - Current
Warehouse Associate
Freight Handlers Internation
06.2020 - 12.2020
Loan Servicing Specialist
Select Portfolio Servicing
06.2013 - 11.2019
High School Diploma -
Englewood High School