Ayanna Lynch
Palm Coast,FL
Overview
5
5
years of professional experience
Work History
Equipment Finance Relationship Specialist
First-Citizens Bank and Trust
08.2022 - Current
- Process funds received to their appropriate contracts, and allocate funds under unapplied suspenses.
- Conducting full range of collection activities on delinquent accounts, addressing concerns, negotiating resolutions to mitigate delinquency and losses
- Training less experience specialist and new specialist
- Create reconciliation charts and maintain records of collection efforts.
- Collaborate with other departments and management
- Perform duties on several special projects as needed
- Complies with all regulations, bank policies, procedures, and delegated authorities to manage risk related to credit, operational, reputational, regulatory, and legal aspects of internal interactions, customer transactions, and financial exposures
Contact Center Representative
First Commerce Credit Union
06.2021 - 08.2022
- Accurately completing routine financial transactions including transfers, loan payments, check verification, wire transfers, and maintenance on all types of accounts including but not limited to auto-pay, auto transfers, and EFT in accordance with established policy/procedures
- Responding to member inquiries including ATM, iBranch app, debit, credit, payroll, ACH, rates, Mobile Banking, Bill Pay, transaction disputes
- Providing check orders, loan payoffs, and direct deposit information
- Professionally corresponding to members using email, & fax with a sense of urgency
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services
- Selected to participate in the pilot hybrid program in which a select few of top performers were testing productivity while alternating working in office and remotely.
Live Chat Agent
Conversation Talent Network Agent
05.2019 - 06.2021
- Oversee and assist team members with any customer escalations.
- Communicating relaying information between upper management and my team members
- Training and creating daily routines/plans for the day
- Communicate with customers through the online chat feature for different companies.
- Aid with any inquiry about products and/or processes depending on the merchant
- Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures
- Walked customers through online demonstrations for better understanding of product features
- Simultaneously corresponded with several customers at a time to maintain an appropriate response time for resolutions
Education
Bachelor of Science - Economics
Florida State University
Skills
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Verbal and Written Communication
- Responding to Difficult Customers
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Effective problem Identification and Resolution
- Multitasking and Prioritization
- Ability to work efficiently in teams and easily acaptable
- Proficient in basic computer applications such as Microsoft Office Software
Timeline
Equipment Finance Relationship Specialist
First-Citizens Bank and Trust
08.2022 - Current
Contact Center Representative
First Commerce Credit Union
06.2021 - 08.2022
Live Chat Agent
Conversation Talent Network Agent
05.2019 - 06.2021
Bachelor of Science - Economics
Florida State University