Chiera Douglas
Detroit,MI
Summary
Hardworking customer support professional skilled in reviewing accounts, contacting customers, and developing solutions to diverse problems. Friendly and upbeat people person successful at building relationships and retention. Fluent.
Overview
7
7
years of professional experience
Work History
Sr. Account Resolution Specialist
Rocket Mortgage.
Detroit, Michigan
2023.10 - Current
- Having a financial conversation with client regarding there mortgage and overall financial circumstances.
- Processed payments from customers for outstanding accounts receivable
- Provided superior customer service through effective communication skills.
- Advised clients of investor guidelines to align with future goal for home.
- Mentored new team members
- Created new processes to help meet monthly goals overall for the company.
- Developed rapport with customers to ensure satisfaction with resolution process.
- Maintained accurate records of customer interactions, transactions, comments and complaints.
- Ensured compliance with all applicable laws and regulations pertaining to debt collection practices.
- Provided exceptional customer service by responding promptly to inquiries and resolving issues efficiently.
Retention Solution Underwrite
Rocket Mortgage.
Detroit, Michigan
2022.10 - 2023.10
- Participated in regular training sessions regarding updates in relevant laws or regulations.
- Maintained accurate records of all transactions handled by the department.
- Resolved discrepancies between customer documentation and internal records.
- Reviewed and evaluated loan applications to assess creditworthiness, risk and eligibility for approval.
- Verified accuracy of documentation such as income statements, tax returns, bank statements and other related documents.
- Ensured timely submission of all documents needed for closing transactions.
- Provided guidance on underwriting procedures to junior staff members.
- Utilized underwriting software to determine loan risk and make approval decisions.
- Trained junior underwriters and support staff in underwriting processes and policies.
Sr Account Resolution
Rocket Mortgage.
, MI
2021.06 - 2022.10
- Provided superior customer service through effective communication skills.
- Conducted skip tracing activities when necessary to locate delinquent customers.
- Educated customers about their rights under state and federal debt collection laws.
- Led trainings regarding new processes.
- Provided exceptional customer service by responding promptly to inquiries and resolving issues efficiently.
- Handled customer inquiries and complaints via phone and email.
- Processed payments from customers for outstanding accounts receivable balances.
- Collaborated with other departments on escalated cases involving complex issues.
Rock Connections
Client Relations Campaigns
Detroit, MI
2020.02 - 2021.08
- Transferred clients to the proper team to resolve concerns.
- Processed payments for current clients and set up autopay.
- Answered questions regarding escrow and payment history.
Insurance Specialist
Credit Acceptance
Southfield, Michigan
2018.01 - 2020.01
- Conducted periodic audits of policy documents to ensure accuracy of information maintained.
- Monitored regulatory developments impacting the company's lines of business.
- Negotiated terms of agreements with customers regarding coverage options and premiums.
- Ensured that customer data was kept confidential at all times in accordance with applicable laws and regulations.
- Reviewed insurance policies to ensure compliance with existing regulations.
- Identified areas of potential fraud or abuse in claims processing activities.
- Provided guidance to customers regarding available insurance plans and their benefits and limitations.
Education
High School Diploma -
Detroit Community High School
Detroit, MI2012-06
Skills
- Documentation skills
- Information coordination
- Information Gathering
- Client Relationship Building
- Inbound Call Management
- Claims Processing
- Outbound Calling
- Account Review
- Customer research
- Credit and collections
- Conflict resolution techniques
- Financial Management
- New Hire Training
- Active Listening
- Multitasking
- Team building
- Adaptability
Timeline
Sr. Account Resolution Specialist
Rocket Mortgage.
2023.10 - Current
Retention Solution Underwrite
Rocket Mortgage.
2022.10 - 2023.10
Sr Account Resolution
Rocket Mortgage.
2021.06 - 2022.10
Rock Connections
Client Relations Campaigns
2020.02 - 2021.08
Insurance Specialist
Credit Acceptance
2018.01 - 2020.01
High School Diploma -
Detroit Community High School