Cassandra McClendon
West Palm Beach,FL
Summary
Results-driven professional with extensive experience in account servicing and financial compliance. Demonstrated success in operations management and customer relationship development, consistently achieving performance targets. Proficient in data analysis and effective communication, with a strong ability to resolve complex issues and improve team productivity.
Overview
25
25
years of professional experience
Work History
Note Endorsement Specialist
Ocwen / PHH Mortgage / Onity
West Palm Beach, FL
05.2022 - 04.2025
- Verified note endorsements for foreclosure, transfers, and servicing transactions.
- Prepared and sent files to attorneys for foreclosure proceedings.
- Received and processed bank and vendor files into internal databases.
- Managed reverse and forward mortgage loan endorsement documents.
- Confirmed attorney receipt of Bailee files. Tell us what you did as a Note Endorser located in closed organizations to retrieve allonges.
- Generated daily, weekly, monthly, and annual Excel reports.
- Met and exceeded monthly performance goals.
- Execute allonges and completed note endorsement validations.
- Managed departmental mailboxes and responded to customer, vendor, and internal emails.
- Collaborated with cross-functional teams to enhance operational efficiency and service delivery.
- Monitored compliance with industry regulations and company policies during daily operations.
- Participated in ongoing training and compliance activities.
- Coordinated with other departments to ensure efficient workflow processes.
- Reviewed documents for accuracy prior to submission or publication.
- Maintained positive working relationship with fellow staff and management.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
Data Analyst
Wepaymore Funding
Fort Lauderdale, FL
03.2021 - 03.2022
- Conducted research on structured settlements to identify new and existing opportunities.
- Analyzed data using statistical tools to support buy/sell recommendations.
- Verified potential client information and reviewed court records for past transactions.
- Assessed customer eligibility and delivered validated data to the sales team.
- Analyzed large datasets to identify trends and insights for funding decisions.
- Utilized SQL and Excel for data extraction and manipulation.
- Collaborated with cross-functional teams to improve data collection processes.
- Maintained documentation of all the processes related to Data Analysis.
- Maintained or updated business intelligence tools, databases or dashboards.
Personal Banker / Manager on Duty / Small Business Banker
JPMorgan Chase
West Palm Beach, FL
10.2012 - 03.2021
- Met financial, audit, and service goals while delivering high-level customer support.
- Opened accounts and processed loan applications, including credit cards and lines of credit.
- Oversaw daily branch operations and staff performance.
- Resolved customer issues efficiently, and ensured minimal wait times.
- Served as backup to the branch manager.
- Assisted clients with account openings and financial product selection.
- Educated customers on banking services and investment options.
- Processed customer transactions accurately and efficiently.
- Managed client inquiries and resolved banking issues promptly.
- Collaborated with team members to enhance customer service experience.
- Maintained compliance with bank policies and regulatory requirements.
- Recommended financial solutions tailored to client needs and goals.
- Conducted regular reviews of client accounts for optimal service delivery.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Provided customer service to clients, including answering questions and resolving issues.
- Educated customers on variety of retail products and digital solutions, enhancing customer experience.
- Assisted customers with deposits, withdrawals, transfers, loan payments and other banking transactions.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Followed operational standards, promoting security, risk management and compliance.
- Cross-sold banking products such as credit cards, loans and investments.
- Identified potential fraud risks on accounts and reported suspicious activities to management.
- Greeted customers upon entering the bank and directed them to appropriate personnel or services.
- Described promotional offers and used persuasive sales techniques to upsell services and convince clients to apply for additional banking services.
- Facilitated resolution of customer disputes in a fair manner while protecting the interests of the bank.
- Performed daily balancing of cash drawer and reconciled discrepancies when necessary.
- Analyzed financial documents provided by customers to determine their needs.
- Processed loan applications according to established guidelines.
- Participated in training sessions regarding new banking products or services.
- Recognized transaction needs and educated clients on service and digital channels to assist with self-service.
- Partnered with loan and mortgage officers and financial advisors to provide clients with optimal financial solutions.
- Met with customers to analyze financial needs and maximize sales opportunities.
- Responded promptly to customer emails, phone calls and requests for information.
- Maintained position of trust and responsibility by keeping customer business confidential.
- Maintained accurate records of all transactions conducted throughout the day.
- Cultivated relationships with partners to fulfill or provide appropriate referrals for clients.
- Used product knowledge and abilities to execute consumer loans and other services.
- Monitored changes in laws related to banking policies and procedures.
- Created strategic financial solutions to suit individualized client needs.
- Researched customer inquiries and reported findings in a timely manner.
- Collaborated with team members to meet branch targets and objectives.
- Entered new account information into computers and filed related forms and other documents.
- Executed wire transfers of funds in compliance with banking best practices.
- Used customer and bank records to investigate and correct errors upon customer request.
- Examined checks for endorsements to verify legality of documents.
- Approached prospective clients through emails and cold calling to consistently meet sales targets.
- Interviewed customers to obtain information needed for opening accounts or renting safe-deposit boxes.
- Used job-related software and computer to collect and record customer deposits, fees and issue receipts.
- Used currency-counting machine to count currency and received checks.
- Received mortgage and other loan payments by verifying payment dates and amounts due.
- Issued initial and replacement safe-deposit keys to customers, admitting customers to vaults.
- Used customer information to tailor recommendations to promote cashier's checks, travelers' checks and savings bonds.
- Supervised daily operations and ensured compliance with company policies.
- Managed staff scheduling and coordinated team assignments effectively.
- Addressed customer inquiries and resolved issues promptly.
- Trained new employees on company procedures and service standards.
- Monitored transaction processes to ensure accuracy and security.
- Conducted regular audits to maintain operational excellence.
- Implemented best practices to improve service efficiency and quality.
- Collaborated with management to enhance team performance and workflow.
- Resolved customer complaints in a professional manner.
- Trained new employees on job duties and company policies.
- Audited cash registers at the end of each shift for accuracy.
- Maintained inventory levels by ordering supplies as needed.
- Performed administrative tasks such as filing documents or preparing reports.
- Assigned tasks to employees and monitored progress of projects.
- Provided guidance and support to team members when needed.
- Interacted with customers regularly to ensure their needs were met.
- Monitored staff performance and provided feedback to ensure quality customer service.
- Created schedules for staff members according to business needs.
- Ensured compliance with safety regulations, company policies, and procedures.
- Developed strategies to increase customer satisfaction ratings.
- Investigated incidents reported by customers or staff members.
- Handled employee relations issues such as disciplinary action or terminations.
- Coordinated special events such as promotional campaigns or store openings.
- Conducted regular team meetings to discuss operational issues.
- Inspected facilities regularly to ensure compliance with health codes and regulations.
- Delegated tasks among team members according to their strengths and abilities.
- Responded to customer questions regarding products, prices and availability.
- Complied with company policies, objectives and communication goals.
- Trained new employees on company policies, job duties, and performance expectations.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Oversaw inventory management, ensuring adequate stock levels and reducing waste.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Implemented quality control measures, significantly reducing error rates.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Reviewed completed work to verify consistency, quality, and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Proposed or approved modifications to project plans.
- Developed personalized banking solutions for small business needs and challenges.
- Educated clients on digital banking tools and services for efficient transactions.
- Coordinated with internal teams to ensure compliance with banking regulations.
- Delivered exceptional customer service to foster client loyalty and satisfaction.
- Consulted with small business customers to determine needs and means and propose personalized banking solutions.
- Advised customers on bank products, services and financial planning options.
- Served as a liaison between customers, lenders, underwriters, attorneys, appraisers. throughout the life cycle of a loan.
- Prepared loan documents and presented them to clients for review and approval.
- Collaborated with internal departments such as compliance or legal teams regarding any regulatory issues associated with lending activities.
- Developed and maintained relationships with small business owners to understand their financial needs.
- Processed loan payments from customers, including tracking payments received and outstanding balances due.
- Analyzed customer portfolios in order to recommend appropriate banking products and services.
- Ensured compliance with applicable laws and regulations governing small business lending practices at all times.
- Developed marketing materials such as brochures or flyers outlining available banking products and services.
- Monitored market developments closely in order to inform customers about relevant changes that may affect their business operations.
- Provided timely follow-up communication with customers when requested information is incomplete or incorrect.
- Responded promptly to customer inquiries via phone calls or emails regarding account status updates or general questions about banking services offered.
- Enhanced relationships by providing excellent service to small business customers.
- Identified opportunities for cross-selling additional banking products or services.
- Researched existing banking products and services in order to identify opportunities for improvement or expansion.
- Assisted customers with opening new accounts while ensuring accuracy of all paperwork submitted.
- Negotiated terms and conditions of loans with customers based on creditworthiness analysis results.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Balanced daily cash deposits and vault inventory with zero error rate.
- Identified transaction errors when debits and credits did not balance.
- Resolved problems or discrepancies concerning customers' accounts.
- Received and counted daily inventories of cash, drafts and checks.
- Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
- Performed special services for customers, ordering bank cards and checks.
- Prepared official checks for customer and internal bank needs.
- Received mortgage and other loan payments, verifying payment dates and amounts due.
- Transmitted orders to supply cash to meet daily needs.
- Leveraged customer service and sales abilities to consistently meet performance goals.
- Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
- Used customer information to tailor recommendations to promote or sell travelers' checks, savings bonds and cashier's checks.
- Acted as pivotal point of contact between bank branches regarding guidelines and practices.
- Liaised between bank branches regarding best practices and operations.
Customer Service Manager
Fifth Third Bank
Naples, FL
03.2008 - 02.2012
- Led teller and service teams to meet financial, audit, and service metrics.
- Opened accounts and assisted customers with lending and credit applications.
- Oversaw operations, performance management, and customer issue resolution.
- Led customer service team to enhance service quality and efficiency.
- Developed training programs for new staff on customer engagement strategies.
- Oversaw resolution of complex customer issues for improved satisfaction.
- Implemented feedback systems to gather insights from customers and employees.
- Analyzed service metrics to identify areas for process improvement.
- Collaborated with other departments to streamline operations and enhance support.
- Maintained knowledge of banking products to assist customers effectively.
- Facilitated regular team meetings to discuss performance and share best practices.
- Provided exceptional customer service to ensure customer satisfaction.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Monitored staff performance to ensure adherence to customer service standards.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Developed and implemented strategies for providing excellent customer service experience.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Evaluated employee job performance and motivated staff to improve productivity.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Monitored phone calls to provide feedback and coaching.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Evaluated and authenticated returns, exchanges and voids.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Led team engagement to assist cross-functional departments and achieve goals.
- Conducted research and reviewed findings to solve customer issues.
- Developed policies and procedures related to customer service operations.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Explained benefits, features, and recommendations to maximize client retention.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
- Reviewed accounts for payments received or approved credit arrangements.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Assigned work and monitored performance of project personnel.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Reviewed completed work to verify consistency, quality, and conformance.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Proposed or approved modifications to project plans.
- Created and managed budgets for travel, training, and team-building activities.
- Implemented quality control measures to uphold company standards.
Operations Manager
Citibank, N.A.
Naples, FL
03.2006 - 02.2008
- Ensured compliance with laws, policies, and audit requirements.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Developed and implemented operational procedures to ensure quality standards are met.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Responded to information requests from superiors, providing specific documentation.
- Managed daily operations and team performance for tellers and bankers.
- Opened accounts, supported lending applications, and resolved service issues.
- Delegated staff responsibilities, and maintained a professional environment.
- Managed daily operations to streamline workflow and enhance efficiency.
- Oversaw team performance and provided coaching to improve skills.
- Implemented new processes to optimize resource allocation and reduce costs.
- Collaborated with departments to ensure compliance with company policies.
- Trained staff on operational procedures and best practices for customer service.
- Developed strategies to improve service delivery and operational effectiveness.
- Analyzed operational data to identify trends and recommend improvements.
- Facilitated meetings to address challenges and promote team collaboration.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Managed scheduling, training and inventory control.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Built strong operational teams to meet process and production demands.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Collaborated with team leaders on quality audits.
- Analyzed and controlled materials, supplies and equipment operational expenses.
- Created detailed reports on the performance of individual departments within operations.
- Connected with clients and developed strategies to achieve sales and customer service goals.
- Planned delivery routing, team workflows, and promotional initiatives.
- Presented performance and productivity reports to supervisors.
- Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Measured and reviewed performance via KPIs and metrics.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Developed key performance indicators to measure effectiveness of operational processes.
- Coordinated cross-functional teams to ensure timely delivery of products and services.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Formed and sustained strategic relationships with clients.
- Implemented successful business strategies to increase revenue and target new markets.
- Mitigated business risks by working closely with staff members and assessing performance.
- Monitored progress by establishing plans, budgets and measuring results.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
Service Officer
Citibank, N.A.
Far Rockaway, New York
06.2000 - 02.2007
- Ensured compliance with laws, policies, and audit requirements to mitigate risks.
- Managed daily operations and team performance for tellers and bankers to optimize service delivery.
- Opened accounts and supported lending applications while resolving service issues efficiently.
- Delegated staff responsibilities, fostering a professional and productive work environment.
- Provided exceptional customer service through effective communication and active listening.
- Resolved client inquiries by researching and utilizing internal systems for accurate information.
- Collaborated with team members to streamline processes and enhance service delivery efficiency.
- Assisted clients in navigating banking products, ensuring a clear understanding of services offered.
- Maintained up-to-date knowledge of banking regulations and compliance requirements for safe practices.
- Managed account maintenance tasks efficiently, ensuring timely updates and accuracy in records.
- Trained new staff on procedures and best practices to uphold service quality standards.
- Engaged in continuous improvement initiatives to enhance customer satisfaction and operational workflows.
- Adhered to company policies when dealing with customers or resolving issues.
- Provided customer service and support to clients, responding to inquiries in a timely manner.
- Resolved customer complaints promptly and efficiently.
- Answered phone calls professionally and provided information to callers as needed.
- Analyzed customer feedback in order to identify areas requiring improvement in the services provided.
- Maintained accurate records of customer interactions and transactions.
- Performed administrative duties such as data entry, filing, and record keeping.
- Scheduled appointments for clients who needed further assistance or had more complex requirements.
- Provided guidance and advice regarding product features, benefits, availability, prices.
- Collaborated with other departments to ensure prompt resolution of client requests.
- Maintained up-to-date knowledge of products and services offered by the organization.
- Ensured compliance with industry standards while performing daily tasks.
- Responded promptly to emails from customers seeking assistance or answers to questions.
- Greeted customers upon arrival at the office and assisted them with their needs.
- Conducted regular follow ups with customers after providing services to ensure satisfaction.
- Processed orders accurately ensuring that all required documents were completed correctly.
- Worked with team members to provide traffic and crowd control during special events or emergencies.
- Coordinated activities between various internal departments to provide better services for customers.
- Performed assessments to determine individual limitations and strengths.
Education
High School Diploma -
Far Rockaway High School
Far Rockaway, NYSkills
- Account opening and servicing
- Mortgage document processing
- Research and analysis
- Financial auditing
- Operations management
- Customer service and support
- Financial compliance
- Data entry and management
- Microsoft Excel and Access
- Microsoft Word and PowerPoint
- Dynamics 365 CRM
- TLO and MSP systems
- Black Knight software
- ReverseQuest platform
- SharePoint collaboration tools
- Microsoft Teams communication
- Data analysis
- Note endorsement
- Excel reporting
- Document management
- Customer relationship management
- Compliance auditing
- Team leadership
- Issue resolution
- Effective communication
- Attention to detail
- Problem solving
- Time management
- Documentation management
- Relationship building
- Multitasking
References
Available upon request.
Timeline
Note Endorsement Specialist
Ocwen / PHH Mortgage / Onity
05.2022 - 04.2025
Data Analyst
Wepaymore Funding
03.2021 - 03.2022
Personal Banker / Manager on Duty / Small Business Banker
JPMorgan Chase
10.2012 - 03.2021
Customer Service Manager
Fifth Third Bank
03.2008 - 02.2012
Operations Manager
Citibank, N.A.
03.2006 - 02.2008
Service Officer
Citibank, N.A.
06.2000 - 02.2007
High School Diploma -
Far Rockaway High School