Jamacia Walton

10.2024 - present

• Collaborated with cross-functional teams to ensure seamless loan servicing operations and compliance with regulatory requirements.
• Enhanced loan servicing efficiency by accurately reviewing and processing loan documents.
• Reduced fraud instances by implementing advanced data analysis techniques and monitoring patterns.

Small Business Preferred Client Services III

7.2024 - 10.2024

• Contributed to fraud prevention efforts by diligently monitoring accounts for suspicious activity and promptly taking appropriate actions when necessary.
• Implemented credit card account maintenance procedures to determine accuracy of customer information and compliance with federal regulations.
• Resolved complex disputes involving credit card transactions, merchant errors and deposit discrepancies through investigative claims.

Small Business Client Services

10.2023 - 7.2024

• Managed client relationships and provided customer support current clients
• Delivered outstanding customer service while managing high call volume and maintaining accuracy in data entry.
• Assisted with everyday banking such as deposits and check holds
• Enhanced customer satisfaction by effectively resolving complex banking issues and inquiries.

• Assisted card holders with settling their debt with the company, provided payment plans and other options to all card holders that have been affected by adversities in life.
• Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
• Gathered evidence for examination, including recorded and written statements, financial documents, to file disputes and prevent fraud.
• Developed team communications and information for weekly team meetings where we discussed attendance, customer service and made recommendations to resolve issues and prevent future concerns.

• Assisted graduates with post employment resources by helping them transportation, housing and providing career coaching on maintaining their new position.
• Partnered with Career Advisors to maintain relationships with all graduates to keep open communication.
• Made excel spreadsheets and PowerPoints for weekly progress reports on how graduates are maintaining in their new roles.
• Consistently meet department daily, weekly, monthly and quarterly Key Performance Indicators, including but not limited to dials, talk time, potential placements, placements and pending placement approval.
• Able to assist management with hitting Placement Approval Rate of 95% or higher by overseeing systems put in place to identify employment opportunities for students and graduates.

• Prepared graduates to launch their post-education careers by assisting them with resume writing and providing coaching and feedback for interview preparation.
• Maintained a constant pipeline of job opportunities and relationships with employers to help graduates get their foot in the door in the medical field.
• Partnered with the CS management team to identify areas of opportunity in productivity throughout the day, and reporting visibility into their staff.
• Consistently meet department daily, weekly, monthly and quarterly Key Performance Indicators, including but not limited to; dials, talk time, interviews, hires, placements and pending placement approval.

• Suggested solutions when a product malfunctioned.
• Assisted with placement and cancellation of orders, refunds, or exchanges. Advise on company information.
• Resolved customer complaints via phone, email, mail, or social media.
• Worked with customer service manager to ensure proper customer service is being delivered.
• Compiled reports on overall customer satisfaction, attempted to persuade customer to reconsider cancellation.