Richard Maxwell Taylor

• Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
• Documented underwriting decisions and provided evidence of compliance with applicable regulations.
• Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
• Made approval and denial recommendations by determining accurate risk levels within lending authority parameters.
• Identified and resolved application discrepancies for accuracy and compliance with relevant regulations.

• Served as the client’s central point of contact for escalations and resolution for service issues.
• Coordinated resources across various departments to ensure seamless service delivery throughout the lifecycle of each project engagement.
• Identified and resolved potential issues that might impede the highest level of client service satisfaction.
• Monitored multiple mailboxes to ensure all email requests were worked until completion.
• Acted as a key advisor and proactive partner to corporate clients by providing advice and consultation on decision making for product efficiencies.
• Managed a portfolio of high-value corporate accounts, ensuring optimal service delivery and customer satisfaction.
• Adhered to SLA time limits by effectively communicating with treasury services sales representatives, implementation representatives and other internal resources to ensure priority transactions were processed within

• Constantly produced team leading results in a high-volume

environment driven by metrics and client satisfaction
• Took ownership of client interactions leading towards one

call resolution
• Assisted new team members on navigating complex call

issues.
• Assisted Team manager by monitoring daily contact center

metrics and going over areas of opportunity.
• Received and scheduled payments from clients, discussing

payment options in attempts to address account

delinquencies and bring accounts out of pre-charge off

status.

• Increased team productivity by providing training and support on best practices in debt recovery strategies.

• Assisted small business clients in navigating the PPP loan process for rounds 1&2. this was a short term project where I was on loan from collections to the BDC Group.
• Prepared detailed daily reports outlining findings and recommendations, presenting them in a clear manner to upper management.
• Identified potential risks associated with proposed strategies or initiatives, providing alternative options as needed for optimal client results.

• Handled customer inquiries and suggestions courteously and professionally.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

• Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
• Managed high call volume while maintaining a courteous and professional demeanor.
• Enhanced customer satisfaction by resolving issues promptly and professionally.
• Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.

• Interpreted clients' needs and introduced services to fit specific requirements.
• Listened and responded to customer requests and forwarded necessary information to superiors.
• Earned recognition as a top performer consistently exceeding targets throughout my tenure as a specialist in the field.