Cameron Frew
Jacksonville,FL
Summary
Financial services professional with 9+ years of experience across banking, mortgage operations, and enterprise system support. Known for deep product knowledge, technical problem-solving, and the ability to navigate complex systems. Trusted resource for resolving high impact issues, supporting system rollouts, and collaborating across business and technical teams to improve operations.
Overview
11
11
years of professional experience
Work History
Digital Support Specialist
EverBank
Jacksonville, FL
08.2024 - Current
- Serve as an escalation point for complex issues across D1 (FIS digital banking/engagement platform) and related enterprise platforms including but not limited to Genesys Cloud, IBS, CST, Salesforce, ClientConnect.
- Provide Tier 2 technical and operational support to customers, contact center agents, and financial centers.
- Maintain consistent participation in defect prioritization calls, monitoring issues across production and test environments. Provided DART subject-matter input on defect prioritization, including ranking issues for FIS sprint releases in the absence of DART leadership.
- Lead the team in tickets resolved and overall throughput, consistently ranking #1 in productivity since day one.
- Manage/resolve high-priority and presidential-level escalations, including cases originating from executive leadership.
- Contribute to the development of a proprietary ticketing system, improving workflows through direct end-user feedback.
- Played a key role in D1 system rollout, Salesforce CRM implementation, and the onboarding of Sterling Bank & Trust acquisition by delivering system guidance, supporting organizational adoption and troubleshooting.
- Represented the Digital Assistance & Resolution Team (DART) in financial center engagements and internal initiatives whilst gaining expertise in specialized branch systems (Teller Insight, Branch Capture) to support and enhance escalation models.
- Fostered strong partnerships with financial centers, improving collaboration and confidence in digital support channels.
Deposits Consultant
Ally Bank
Jacksonville, FL
12.2022 - 08.2024
- Liaised with customers, management, and deposit operations team to better understand customer needs and recommend appropriate solutions.
- Delivered white glove service to clients to maintain and extend relationships for future banking opportunities.
- Field high level account calls pertaining to decedent, trust, estate, and retirement. Processed opening as well as daily maintenance of standard checking, savings, and money market accounts.
- Partook in the Ally call champion program as a coach/mentor for other consultants in need of assistance.
- Maintained top scores amongst my peers in average handle time, after call work, and average talk time.
- Consistently received performance bonus's with top scores on quality assurance.
Senior Mortgage Loan Officer
PNC Bank
Jacksonville, FL
05.2021 - 07.2022
- Loan officer for the Strategic Initiatives Team. Deal exclusively with call in purchase applications, bank branch referrals , employee loans, and wealth clients.
- Participate in all steps related to the origination of mortgage loans. Including speaking with current or future participants, taking mortgage loan applications, negotiating terms of mortgage loans, and collection of required upfront documentation.
- Utilize knowledge of various borrowing programs/mortgage products to ensure borrower satisfaction.
- Consistent analysis, review, and compilation of reports as well as statistics to help maximize selling opportunities, client satisfaction, and funded loans.
- Adhere to all federal and state compliance guidelines while performing duty as a mortgage loan originator.
Mortgage Loan Officer
TIAA Bank
Jacksonville, FL
08.2017 - 05.2021
- Participate in all steps related to origination of mortgage loans. Including speaking with current or future participants, taking mortgage loan applications, negotiating terms of mortgage loans, and collection of required upfront documentation.
- Utilize knowledge of various borrowing programs/mortgage products to ensure borrower satisfaction.
- Consistent analysis, review, and compilation of reports as well as statistics to help maximize selling opportunities, client satisfaction, and funded loans.
- Adhere to all federal and state compliance guidelines while performing duty as a mortgage loan originator.
Outbound Sales Associate
EVERBANK
Jacksonville, FL
06.2017 - 08.2017
- Adhered to all federal and state compliance guidelines relative to retail mortgage lending cold calling.
- Analyzed applicants existing loan data to determine feasibility of a loan being granted to cut back on cold leads being sent to loan officers.
- Educated and enticed customers on the variety of loan products and available options.
Wine Club Facilitator
COOPER'S HAWK WINERY & RESTAURANT
Jacksonville, FL
10.2015 - 06.2017
- Gracious hospitality/specialist of wine and wine sales.
- Conducting wine tasting and selling monthly wine club subscriptions.
- Off-site marketing/special events.
- Responsible for motivating the entirety of the team through contests and daily communication of current sales numbers and goals.
- Educate, coach, and train the team on sales strategies pertaining to the sale of wine club memberships.
Education
Douglas Anderson School of The Arts (DASOTA)
Florida2009
Skills
- Platforms/Technology - FIS D1 Core Banking, Salesforce/ClientConnect, Genesys Cloud, IBS, CST Teller Insight, Branch Capture Encompass, Velocify, Compass Cash Edge
- Core Competencies - Technical Support, Escalation & Incident Management, System Implementation & Rollouts, Defect Analysis & Prioritization, Process Improvement
- Financial Services - Mortgage Loan Origination (Purchase & Refinance), Credit Analysis & Borrower Qualification, Loan Structuring & Product Selection, Regulatory Compliance (Federal & State Lending Guidelines), Pipeline & Application Management, Deposit Account Management (Consumer, Trust, Estate, Retirement), Fraud Support & Account Takeover (ATO) Resolution
Timeline
Digital Support Specialist
EverBank
08.2024 - Current
Deposits Consultant
Ally Bank
12.2022 - 08.2024
Senior Mortgage Loan Officer
PNC Bank
05.2021 - 07.2022
Mortgage Loan Officer
TIAA Bank
08.2017 - 05.2021
Outbound Sales Associate
EVERBANK
06.2017 - 08.2017
Wine Club Facilitator
COOPER'S HAWK WINERY & RESTAURANT
10.2015 - 06.2017
Douglas Anderson School of The Arts (DASOTA)