Crystal Johnson
Auburn Hills,MI
Overview
6
6
years of professional experience
Work History
Banker Connect Representative
Comerica
05.2022 - Current
- Provide consistent customer service to enhance customer experience, while processing transactions received via Interactive Teller Machines accurately and efficiently
- Utilized various internal systems such as Net Image Viewer, Trio, and COLD to complete job duties
- Made independent decisions regarding deposits or check cashing and withdrawals
- Reviewed account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
- Balanced branch accurately and accurately minimizing discrepancies in financial records.
- Processed customer transactions promptly, minimizing wait times.
- Completed daily job duties while ensuring compliance with applicable federal, state, and local laws and regulations
Post Closing Coordinator
UWM
02.2020 - 05.2022
- Provided elite client service to brokers and title agents through inbound calls, outbound calls, and email communication.
- Conducted comprehensive review of files to ensure the presence of accurate documentation while adhering to compliance guidelines.
- Monitored missing information/documents and took necessary corrective action in a timely manner.
- Communicated with brokers, internal departments, title/settlement agents, and warehouse banks to obtain missing documentation and provide status updates.
- Proactively worked to clear and exceptions to prevent curtailments and ensure smooth loan processing.
- Accurately and thoroughly documented case comments, ensuring clear and concise language.
- Managed 30+ multiple loan files efficiently while maintaining a high level of compliance and meeting deadlines consistently.
Designated Trainer
Concentrix
06.2019 - 02.2020
- Conducted comprehensive training classes for new customer service agents, ensuring their success in handling phone interactions effectively.
- Developed detailed Schedule for new hire classes, optimizing the training process for maximum efficiency.
- Supported the transition of trainees from the training environment to the production environment, ensuring competency levels met business needs.
- Assisted in managing attendance and payroll for trainees, ensuring accurate records and compliance with company policies.
- Provided end-of-day reports to management, communicating training progress and any relevant issues or concerns.
Lemon Law Qualifier
Concentrix
01.2019 - 02.2020
- Conducted in-depth research on individual state lemon laws to ensure compliance and understanding.
- Utilized multiple company databases to review history thoroughly, gathering relevant information for each case.
- Made informed decisions regarding customers' vehicles based on comprehensive research to best satisfy client and customer needs.
- Used Microsoft systems to keep caseload organized and manageable
- Collaborated with team members on unusual and complex cases, sharing insights and strategies for resolution.
- Attended meetings with management to discuss changes to processes, providing valuable input and feedback.
Customer Service Representative, FCA
Concentrix
08.2018 - 01.2019
- Handled and resolved inbound inquiries on a first contact basis, ensuring customer satisfaction
- Navigated though corporate and client databases and website proficiently to assist customers
- Effectively communicated with internal resources, dealers, and customers via phone to resolve inquiries and issues promptly.
- Accurately updated and documented contact and case records
- Utilized comprehension of case notes to assist customers effectively in resolving their concerns.
- Routed calls to different departments as needed
- Occasionally contacted external parties to gather information to assist in providing solutions to customers.
- Acted as the liaison between dealer and the customer to assist in setting appointments or resolving repair concerns.
- Recognized for outstanding customer service for Q3 and received monthly incentives totaling $1,000
Education
Business Administration
Oakland Community College
Bloomfield Hills, MISkills
- Proficient in researching and investigation to seek a resolve
- Proficient in use of internal banking systems
- Excellent documentation skills with a keen attention to detail
- Ability to collaborate with internal and external parties
Timeline
Banker Connect Representative
Comerica
05.2022 - Current
Post Closing Coordinator
UWM
02.2020 - 05.2022
Designated Trainer
Concentrix
06.2019 - 02.2020
Lemon Law Qualifier
Concentrix
01.2019 - 02.2020
Customer Service Representative, FCA
Concentrix
08.2018 - 01.2019
Business Administration
Oakland Community College
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