Elicia McMillon

Personal banker March 2022- Present

Regions Bank Dallas Tx

• Assist customers with their checking, savings, money market, credit card and loan accounts for both consumer and business clients.

• Assist with ACH, Zelle, debit and credit card disputes.

• Assist peers with questions via chat, e-mail, team meetings and phone calls.

• Research and rectify customer’s issues in a timely manner.

• Expedite cards, file disputes and submit copy requests.

• File complaints for customers as requested.

• Review credit card accounts to determine eligibility to reduce APR.

• Assist customers by opening new accounts, loans, and credit card accounts.

• Report suspected fraud, compromised accounts, and elder abuse to be investigated.

• Assist with training for new employees and updates periodically as needed.

• Informed customers about billing procedures, balance inquiries, processed payments and provided payment option setup assistance.

• Assessed customer needs and upsold products and services to maximize sales

• Educated customers on special pricing opportunities and company offerings

• Cultivated impactful relationships with customers and drove business development by delivering product knowledge

• Exceed monthly goals set my department and personal goals.

• Promote growth within my peers on my team and within my department.

• Review mortgage assistance applications and other supporting documentation to ensure accuracy and package completion
• Managed mortgage pipeline by performing in-depth research, identify the appropriate action/resource to provide information, follow through to obtain information and resolve customer inquiries efficiently and thoroughly, meeting both quality and service level standards
• Proficient ability to assist and resolve account issues that include; escrow, payment transactions, Arm changes, payoff request, promotions and other inquires
• Demonstrate flexibility and the willingness to cover other tasks as needed and adapt to ongoing changes
• Monitor and manage foreclosure loans including; VA, FHA, FHLMC, FNMA, USDA and other investors
• Listening, understanding, making ethical decisions and finding solutions for customers is a part of being customer obsessed
• Strong analytical, communication, and negotiating skills
• Navigate amongst multiple computer programs and document accounts

• Assisted Customers with workout options such as modification, short sale deed in lieu referral on Home Equity line of Credits making Welcome calls and doing my best to ease the stress of Customers that may be having a difficult time and facing a hardship
• Advise Customers of loan information and provided assistance on how to apply for work out option and helping with documents that will be needed as well helping filling out application page by page and addressing any needs and concerns and able to provide feedback on Hard and soft rejects to get customers to get decision as soon as possible to make the process less stress full as possible
• Always a team player with assisting peers with training and loans they may need to be worked or questions and concerns always available for management with any help that’s needed on the phone or off and has received five key recognition for exceeding Expectation, Always courteous, doing the right thing, building lasting relationship and owning customers issues for start to finish
• Work hands on with Underwriters sending loans to closing and provided communication with Customers of Decisions, approval and declines and if approved providing trail payment info and advising of payment options and able to assist with taking payments over the phone
• Provided numerous awards for CSAT champ with goal of 10 on every call

• Review accounts to make proactive decisions in regards to implementing repayment plans, reinstatements, modifications, short sale and deed in lieu; consistently achieving a 75% recovery rate Gather credit documentation from the customer and third party vendors necessary to facilitate the loan approval process, Knowledgeable in investor guidelines-subprime, Fannie Mae, Freddie Mae
• Skip tracing campaigns - extensive researching to locate accounts that have not been tracked or accounted for through numerous resources
• Manage a portfolio of troubled property from an active loan status through liquidation of property, Works closely with underwriter, request documentation and follows up on missing conditions Home owner issues on Modification

• Received, Responded and Resolved customer telephone inquiries in high volume call center, Cross sells company products and services including Refinance, Purchase, Privacy Assist and Deposit Accounts
• Research missing, misapplied funds, over and under encoded payments for payment reversals, Processes Freeze and Unfreeze request for Home Equity Line of Credits
• Processes Freeze and Unfreeze request for Home Equity Line of Credits , Assists fraud with valid breach issues
• Cross reference applied and unapplied payment in BAC Mortgage House Clearing (MRC Account)

• Advise information on Short Sales for the Home Owner and Parties involved, Provided customer solutions by providing seamless delivery of service, sales requests by answering calls in a contact center environment
• Knowledge of multiple products and ability to deepen relationships through service and sales, perform routine account-related transactions, Solving problems and investigate a wide variety of issues and requests that includes gathering additional , information, setting expectations and working with other support organizations to fulfill the request
• Routes, maintains and tracks outstanding servicing requests and provides thorough follow up

• Contact customers regarding past due balances
• Activate phone service along with adding and deleting features, Contact customers regarding past due balances
• Transition guide providing assistance to new hires by assisting the reps day to day task to accomplish
• Contact customers regarding past due balances