Cierra Coleman
Jacksonville,FL
Summary
As a previous Client Service Representative with extensive experience at Bank of America, excelling in mortgage payment processing and complaint resolution. Proven ability to manage client accounts with meticulous attention to detail while delivering exceptional customer service. Skilled in multitasking and effective communication, ensuring client satisfaction and loyalty. Also, with past experiences in office settings, I can provide the most professional demeanor and outstanding work ethic for any company.
Overview
7
7
years of professional experience
Work History
Client Service Representative
Bank of America
Jacksonville, Florida
07.2018 - 05.2025
- Received incoming calls for Mortgage/HELOC Accounts
- Processed Mortgage Payments, Scheduled one time Automatic payments, Scheduled recurring payments
- Assisted with sending documents to clients such as Mortgage statements, Escrow statements, Loan History, etc.
- Submitted Refund requests to have payments reversed back to client bank account or to have refund check sent back, Submitted Reverse/Reapply requests
- Provided empathy to clients for complaint matters and submitted Complaint requests regarding issues within the company for customer reassurance.
- Provided outstanding customer service support to clients in a timely and efficient manner.
- Maintained customer records in the database system.
- Verified accuracy of data entered into company systems.
- Managed client accounts by providing accurate data entry services.
- Escalated complex customer inquiries to supervisors when necessary.
Education
High School Diploma -
Mt. Lebanon Christian Academy
Jacksonville, FL06-2007
Skills
- Call Center Experience
- Multitasking and prioritization
- Call documentation
- Problem-solving skills
- Mortgage payment processing
- Data entry accuracy
- Document management
- Customer service
- Problem solving
- Active listening
- Effective communication
- Complaint resolution
- Attention to detail
- Conflict resolution
Professional References
Beverly Fudge (Phone Number): 904-300-4807
Timeline
Client Service Representative
Bank of America
07.2018 - 05.2025
High School Diploma -
Mt. Lebanon Christian Academy
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