Summary
Overview
Work History
Education
Skills
Timeline
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Donna Stephenson

Phoenix,AZ

Summary

Goal-driven Client Care Specialist bringing a total of 25 years of customer service experience and a successful record of achieving objectives in service and productivity. Well-versed in exceeding customer expectations and persistently overcoming objections. Intelligent and team-driven, successful at operating with minimal direction or supervision to accomplish remarkable results. Experienced in taking on challenging objectives in fast-paced, demanding environments.

Overview

19
19
years of professional experience

Work History

Client Care Specialist

JPMorgan Chase Bank
Phoenix, AZ
03.2010 - 06.2022
  • Answered customer questions via telephone, email and live chat services.
  • Gave knowledgeable and authoritative responses to both verbal and written customer questions.
  • Managed time effectively using blocking strategies, productivity enhancements and resources such as calendar reminders.
  • Interacted with team members across departments to research and resolve customer issues.
  • Provided excellent customer service by following up with clients and responding to incoming calls and emails.
  • Documented data and completed accurate updates to customer files handling a large volume of files.

Senior Loan Processor

Security Mortgage
Scottsdale, Arizona
03.2002 - 10.2008
  • Evaluated approvals against established bank and government lending standards.
  • Reviewed financial statements and contacted institutions and customers to clarify details.
  • Handled any conditions sent from underwriting departments.
  • Set up and completed loan submission packages.
  • Coordinated closing process with attorneys, title companies and government clerks.
  • Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
  • Interviewed clients regarding loan needs and financial histories and conveyed information regarding application processes.
  • Upheld complete confidentiality of all submitted information according to release guidelines.
  • Maintained compliance with privacy and security requirements, as well as federal statutes covering FHA and VA loans.
  • Maintained long-term relationships with customers to provide best-in-class customer service.

Education

Associate of Science - Medical Billing And Coding

Colorado Technical University
Denver, CO
08.2010

Skills

  • Creative Solutions
  • Information Updates
  • Customer Loyalty
  • Government Lending
  • Communications Strategies
  • Software Applications
  • Reminder Calls
  • Conflict Resolution Techniques

Timeline

Client Care Specialist

JPMorgan Chase Bank
03.2010 - 06.2022

Senior Loan Processor

Security Mortgage
03.2002 - 10.2008

Associate of Science - Medical Billing And Coding

Colorado Technical University

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Donna Stephenson