Crystal McMillan
Newton,North Carolina
Summary
Detail-oriented individual with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
22
22
years of professional experience
Work History
Personal Banker
Wells Fargo
09.2013 - Current
- Maintained compliance with policies and regulations while executing various financial transactions for customers.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Responded and resolve customer inquiries regarding new accounts and account services
- Verified customer identity and reviewed documentation for accuracy.
- Explained account terms and conditions to customers.
- Communicate with customers through inbound and outbound calling.
Assistant Center Manager
CitiFinancial
08.2009 - 06.2012
- Utilized skip tracing programs to collect payment from customers.
- Planned agreeable payment arrangements to pay off current debt.
- Conducted legal remedies to collect on liabilities
- Executed judgement to handle collection account for repayment.
- Evaluated employee performance against established benchmarks for continuous improvement opportunities.
- Managed client records in compliance with privacy regulations, ensuring confidentiality of sensitive information at all times.
- Work independently to achieved team collection goals
Escalation Specialist
Citi Cards
03.2002 - 08.2009
- Resolved customer complaints by effectively managing escalations and addressing concerns in timely manner.
- Collaborated with cross-functional teams to identify root causes of escalated issues and implement long-term solutions.
- Streamlined escalation process by developing clear communication guidelines for team members and stakeholders.
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across team.
Education
Associate of Science - Science Education
Mitchell Community College
Statesville, NC05.2016
Skills
- Customer Service
- Issues Resolution
- Regulatory Compliance
- Accounting and Finance
- Excellent Communication
- Fee Collection
Timeline
Personal Banker
Wells Fargo
09.2013 - Current
Assistant Center Manager
CitiFinancial
08.2009 - 06.2012
Escalation Specialist
Citi Cards
03.2002 - 08.2009
Associate of Science - Science Education
Mitchell Community College
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