Candice Hann
Phoenix,AZ
Summary
Successful Customer and Financial Service Specialist with 10 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
13
13
years of professional experience
Work History
Sr Remote Deposit Analyst, Officer
Bank Of The West
09.2018 - Current
- Worked directly with clients to collect legal documents and associated information for regulatory and internal policies.
- Managed pipeline of up to 30 active requests daily.
- Analyzed and investigated clients to conduct detailed customer due diligence and enhanced due diligence review.
- Researched and interpreted corporate documentation to determine business and ownership structure.
- Maintained customer records and updated account information.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Complied with internal controls and government regulations.
- Supported productivity increase and business growth through new hire training and mentoring.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
Senior Loan Advisor
Bridgecrest Financial
06.2016 - 02.2018
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Researched accounts and completed due diligence to resolve collection problems.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Trained new team members on scripts, company services, and collection strategies.
Customer Service Representative Specialist
Chase Bank
07.2014 - 06.2016
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded proactively and positively to rapid change.
Center Manager
ACE Cash Express Inc.
01.2011 - 03.2013
- Directed daily operations at busy check cashing & loan business.
- Managed work and performance of more than 5 employees.
- Checked facility, employee work and service levels to maintain compliance with company and industry standards.
- Interacted well with customers to build connections and nurture relationships.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Trained and guided team members to maintain high productivity and performance metrics.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Education
Associate of Arts - Early Childhood Education
Maricopa Community Colleges - Scottsdale Community College
Scottsdale, AZHigh School Diploma -
Willoughby South High School
Willoughby, OH05.2005
Skills
- Due Diligence
- Troubleshooting Service Issues
- Training and Development
- Client Screening
- Presentations
- Quality Assurance
- Customer Relationship Management
- Complex Problem-Solving
- Front-End Operations
- Computer Proficiency
- Clerical Support
- MS Office
Timeline
Sr Remote Deposit Analyst, Officer
Bank Of The West
09.2018 - Current
Senior Loan Advisor
Bridgecrest Financial
06.2016 - 02.2018
Customer Service Representative Specialist
Chase Bank
07.2014 - 06.2016
Center Manager
ACE Cash Express Inc.
01.2011 - 03.2013
Associate of Arts - Early Childhood Education
Maricopa Community Colleges - Scottsdale Community College
High School Diploma -
Willoughby South High School