Crystal Smith
Summary
Customer-focused and detail-oriented professional with strong communication skills. Proven ability to handle inquiries, resolve complaints efficiently, and deliver positive customer experiences. Skilled in multitasking, working in fast paced environments, and building strong client relationships to support business goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Rep
PennyMac Financial Services
02.2021 - Current
- Multitasked efficiently by managing multiple customer interactions while navigating internal systems and databases
- Resolved issues promptly while maintaining a positive attitude
- Prioritized tasks effectively in a fast-paced environment to meet response time and service goals
- Assisted clients in understanding loan terms, interest rates and required documentation
- Resolved customer concerns regarding payments, late fees, escrow shortages, and account discrepancies in a timely and professional manner
- Provided high quality customer support by handling inquiries and service requests via phone, email, and chat
Collections Rep
Santander Consumer USA
06.2016 - 10.2020
- Managed inbound and outbound calls to collect past-due auto loan payments
- Negotiated payment arrangements and educated customer on account status and options
- Multitasked across multiple systems to update accounts accurately and meet compliance standards
- Met collection goals while adhering to company policies and regulatory guidelines
Collections Rep
GreenTree Services
09.2012 - 12.2015
- Managed a high-volume portfolio of delinquent auto loans, reducing past-due balances and minimizing losses
- Collect on high-risk delinquent accounts by making outbound collection calls
- Educating borrowers on home retention and graceful exit options
- Submitting and following up on loss mitigation paperwork including HAMP
Education
High School Diploma -
O D WYATT HOGHSCHOOL
05.2005
Skills
- Attention to detail and Accuracy
- Call handling and telephone etiquette
- Problem Solving
- Analytical skills
- Critical Thinking and Multitasking
- Microsoft office
Certification
Texas All Lines Adjuster License (active)
Timeline
Customer Service Rep
PennyMac Financial Services
02.2021 - Current
Collections Rep
Santander Consumer USA
06.2016 - 10.2020
Collections Rep
GreenTree Services
09.2012 - 12.2015
High School Diploma -
O D WYATT HOGHSCHOOL