Cynthia Currie

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Recommended products to customers, thoroughly explaining details.
• Responded proactively and positively to rapid change.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Delivered prompt service to prioritize customer needs.
• Met customer call guidelines for service levels, handle time and productivity.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Maintained up-to-date knowledge of product and service changes.
• Trained new personnel regarding company operations, policies and services.

Made outbound / took inbound calls to sell a range of retail banking deposit and credit products to new and existing customers. Set up business appointment for both existing customers and prospects. Followed up with customers on applications or sales activities initiated through phone calls. Assisted customers through chat. Worked HELOC web applications. Reached out to customers to request documents needed by the underwriters to decision their applications to ensure timely receipt of all documentations for pending and approved sales to ensure timely close. Worked with the customer and branches to schedule loan closings. Participated in both IB & OB sales campaigns as needed to attract6 new and existing customer relationships. Coached new hires helping them to learn and maximize their performance. Performed additional duties as requested. NMLS #1827417.

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Recommended products to customers, thoroughly explaining details.
• Responded proactively and positively to rapid change.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Delivered prompt service to prioritize customer needs.
• Met customer call guidelines for service levels, handle time and productivity.
• Educated customers about billing, payment processing and support policies and procedures.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Maintained up-to-date knowledge of product and service changes.
• Trained new personnel regarding company operations, policies and services.

Answered incoming customer questions regarding mortgage payment, escrow hazard insurance, taxes and mortgage website. Requested support from other areas of the bank, or engaged subject matter experts as required to obtain the required information to respond to customer questions. exceeded customer customer expectations by successfully establishing customer rapport, setting expectations, asking probing questions and delivering on all commitments ina team based environment to contribute to customer satisfaction. Communicated complex and difficult responses to customer as required. Completed all responsibilities in manner compliant with applicable law and regulations. Navigated multiple systems to retrieve account information. Understood and adhered to company's risk and regulatory management. Processed payoff statements. Assisted customers with late charge waivers. Completed other related duties as assigned.

Worked both credit cards and mortgages. Built rapport with customers on both inbound and outbound calls. Arranged repayment plans and other solutions. Identified suspect situations. Escalated issues to management along with recommendations of course of action. Skipped trace. Met quality assurance requirements and other key metrics. Documented all call information according to standard operating procedures. Effectively managed a delinquent portfolio. Demonstrated strong influencing skills. Requested documents for workout options. Reviewed documents for accuracy before submitting documents to underwriters. Collected payments. Conducted side by sided with new hires. Assisted my peer with de-escalation calls. Welcomed additional duties as requested by management.