Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

CHELSEA DAVIS

Indianapolis,IN

Summary

Experienced and dedicated Client Service Representative with over 10 years in the financial and customer service industries. Demonstrated ability to efficiently handle client inquiries, process complex transactions, and improve client satisfaction. Skilled in training and mentoring new hires, enhancing operation efficiency, and navigating complex systems. Recognized for strong communication skills, teamwork, and managing high-pressure situations. Seeking to leverage extensive experience and expertise in a dynamic organization to drive success and exceed client expectations.

Overview

11
11
years of professional experience

Work History

CLIENT SERVICE REPRESENTATIVE II

Capital Group
03.2022 - 07.2024
  • Handled an average of 50 inbound inquiries from financial professionals and individual investors each day, providing comprehensive support for non-retirement, retirement, and CollegeAmerica accounts
  • Resolve client issues efficiently, ensuring high levels of client satisfaction and fostering strong, ongoing relationships
  • Guide clients and financial professionals through online tools and platforms, including the company website and DST vision, enhancing their user experience
  • Meet and exceed department standards for Average Handle Time (AHT), After Call Work (ACW), adherence, and proficiency, demonstrating strong multitasking abilities
  • Train and support new hires as a Training Support Associate, contributing to the onboarding and development of new team members
  • Monitor phone calls and review maintenance on accounts for accuracy, document any inaccuracies, and provide constructive coaching to improve performance and adherence to company policies
  • Ensure accuracy and attention to detail when processing incoming applications, transfer and maintenance requests, return mail, and other items received by mail and electronic submission, verifying all information for completeness and correctness
  • Collaborate across teams and workstreams to achieve departmental and company-wide goals, demonstrating strong teamwork and communication skills
  • Participated in the Mentoring Matters program, receiving guidance to enhance professional development and performance
  • Hybrid office schedule, balancing remote and in-office work to maintain productivity and support team dynamics.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.

COLLATERAL ANALYST & PROCESSOR II

Union Bank & Trust
12.2017 - 12.2018
  • Processed monthly and yearly escrow payments for taxes, insurance, and flood, ensuring accuracy and timely completion for hundreds of clients
  • Prepared detailed escrow analysis, enhancing financial accuracy and reporting
  • Researched and resolved loan exceptions for sub-serviced loans, maintaining compliance and operational efficiency
  • Managed boarding, servicing, and payoff of real estate-secured loans, maintain compliance and operational efficiency
  • Utilized Horizon and Encompass systems effectively for processing and servicing needs
  • Provided support to mortgage lenders and customers, addressing queries and issues to ensure a smooth mortgage process
  • Collaborated with loan officers and processors to manage collateral, including perfection, release, and substitution, enhancing loan management
  • Executed timely release of paid promissory notes, addressing discrepancies and ensuring customer satisfaction
  • Handled maintenance requests related to late fees, interest charges, tax forms, billing statements, adjustable rates, and automatic transfer loan payments
  • Contributed to the review and implementation of new procedures, improving operational efficiency and accuracy
  • Assisted with testing and integration during the acquisition process of new banks, ensuring seamless transitions
  • Enhanced operational accuracy by identifying and resolving discrepancies promptly.
  • Corroborated on-time payments and meeting of loan terms by assessing customer accounts.

PAYMENT/ARM LOAN SPECIALIST & PROCESSOR III

Republic Bank & Trust
10.2015 - 11.2017
  • Analyzed loan billing and transaction history, determining posting requirements for regular payments and exceptions to ensure accurate processing
  • Researched and posted daily non-posted transactions for mortgage and commercial loan systems, maintaining data integrity
  • Set up, deleted, and maintained automatic transfer settings for loan payments, optimizing payment processing efficiency
  • Processed payment reversals for Non-Sufficient Funds (NSF) and verified account balances, ensuring accuracy in financial transactions
  • Handled construction and Line of Credit draw requests, ensuring timely and accurate processing
  • Recorded loan fee transactions and verified the generation and mailing of billing statements and adjustable-rate notices according to regulatory guidelines
  • Balanced general ledger and checks using computer software, maintaining accurate departmental financial records
  • Prepared and executed test scripts for transaction testing related to acquired banks and Horizon IRB/Releases, contributing to successful system integrations
  • Resolved miscellaneous inquiries from clients and bank personnel, providing effective customer support and internal assistance
  • Assisted in creating, evaluating, and updating procedures, improving departmental operations and compliance
  • Contributed to successful system integrations through comprehensive test script preparation and execution.

COLLECTIONS SPECIALIST

Citibank
09.2013 - 10.2015
  • Negotiated payment plans with cardholders to resolve delinquencies, helping clients avoid credit damage and potential bankruptcy
  • Assessed accounts to recommend appropriate payment actions based on customers' financial situations and needs
  • Utilized a computerized system for tracking, information gathering, and troubleshooting, ensuring efficient case management
  • Consistently achieved and surpassed monthly financial and departmental targets
  • Coordinated meetings, created agendas, sent invitations, and documented minutes for team and department meetings
  • Communicated daily and weekly reports to team members, highlighting progress towards departmental goals
  • Maintained and analyzed team statistics in Excel, tracking individual progress and performance
  • Developed an Excel-based tracking tool to assist collections agents in determining incentive payouts based on collections
  • Created an Excel job aid containing frequently used phone numbers, policies, procedures, and scripting for quick reference
  • Received commendation for designing and implementing a team website on Citibank's internal intranet, centralizing access to applications, documents, reports, and daily notes
  • Served as a subject matter expert (SME) for new hires, guiding them through systems navigation, policies, procedures, and client interactions during their initial weeks
  • Facilitated training sessions, emphasizing the importance of using tracking tools to enhance agents' success
  • Provided one-on-one coaching and shared best practices to support and improve team performance.
  • Trained new team members on scripts, company services, and collection strategies.
  • Counseled debtors on payment options and arranged installment agreements.
  • Negotiated to collect balance in full.

Education

Associate of Science - Accounting

Ivy Tech Community College of Indiana
Indianapolis, IN
2025

Associate Degree in Accounting -

FORSYTH TECHNICAL COMMUNITY COLLEGE
Winston-Salem, NC
01.2012

Skills

  • Advanced knowledge of Microsoft Office Suite
  • Client Support
  • Account Management
  • File Management
  • Service Recommendations
  • Payment Processing
  • Customer Education
  • Meeting deadlines
  • Call center experience
  • Follow-up skills
  • CRM Software
  • Complaint Handling

References

Available Upon Request

Timeline

CLIENT SERVICE REPRESENTATIVE II

Capital Group
03.2022 - 07.2024

COLLATERAL ANALYST & PROCESSOR II

Union Bank & Trust
12.2017 - 12.2018

PAYMENT/ARM LOAN SPECIALIST & PROCESSOR III

Republic Bank & Trust
10.2015 - 11.2017

COLLECTIONS SPECIALIST

Citibank
09.2013 - 10.2015

Associate of Science - Accounting

Ivy Tech Community College of Indiana

Associate Degree in Accounting -

FORSYTH TECHNICAL COMMUNITY COLLEGE

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