Jamila McCoy
Maricopa,Arizona
Summary
Results-driven financial services professional with strong expertise in banking operations and customer relationship management. Demonstrates success in enhancing learner engagement, streamlining processes, and delivering high-quality training. Known for fostering collaboration and resolving complex inquiries to drive positive outcomes.
Overview
10
10
years of professional experience
Work History
LEARNER SUCCESS ADVOCATE II
Penn Foster
Chandler, Arizona
11.2024 - Current
- Coached learners to enhance engagement and focus on academic and career objectives, fostering a supportive learning environment.
- Provided high-volume support to learners via phone, chat, and email for appointment scheduling and program navigation.
- Maintained accurate learner records through timely data entry and managed multiple communication channels.
- Trained and mentored new team members, enhancing knowledge retention and ensuring consistent performance across the team.
- Served as subject matter expert, assisting colleagues with complex inquiries and process-related guidance.
- Collaborated with management to identify and implement process improvements, streamlining workflows for better efficiency.
- Demonstrated leadership by supporting team initiatives and fostering a collaborative work environment.
SENIOR PROCESS SPECIALIST
Verra Mobility
Mesa, Arizona
02.2021 - 11.2024
- Delivered high-quality employee training, enhancing team skills and reducing overhead material and labor costs.
- Processed incoming violations while consistently achieving items per hour and quality goals.
- Evaluated employee performance, providing actionable feedback to improve work quality.
- Managed time effectively to ensure timely completion of all tasks within established deadlines.
INSURANCE CLAIMS PROCESSOR
State Farm
Tempe, Arizona
07.2019 - 02.2021
- Processed large volumes of claims in fast-paced environment, maintaining high standards of accuracy and customer satisfaction.
- Examined reports and evidence to ensure accuracy during policyholder interviews, enhancing trust and clarity.
- Developed thorough understanding of insurance policies to deliver tailored recommendations, improving client outcomes.
- Engaged with customers to resolve issues to resolve outstanding issues.
LOAN SPECIALIST
Specialized Loan Servicing
Tempe, Arizona
04.2018 - 07.2019
- Established and maintained accurate customer files, department records, and regulatory documents to ensure compliance and support efficient loan processing.
- Verified compliance with loan terms by assessing customer accounts for on-time payments.
- Monitored loan status and updated applicant information to inform lenders of financial changes.
- Cultivated relationships with customers, lenders, and third parties to improve communication and streamline loan transactions.
- Reviewed applications to confirm applicants met lender repayment requirements for loan eligibility.
- Resolved customer complaints via telephone, chat, and email by researching issues and implementing effective solutions.
CUSTOMER SERVICE REPRESENTATIVE II
PSCU
Phoenix, Arizona
08.2016 - 04.2018
- Resolved customer complaints through effective communication and problem-solving, improving overall customer experience.
- Assisted members with account inquiries, transfers, payments, and loan applications, enhancing member satisfaction and trust.
- Guided customers in using online banking platforms, facilitating smoother transaction processes and increased user engagement.
- Processed requests for new ATM and debit cards for members.
- Applied expertise to identify fraud patterns and reported findings for preventive action.
- Analyzed electronic card cases using Falcon Fraud Detection System.
- Documented interactions in CRM system for precise follow-up actions.
Education
Bachelors of Science - Business Management
Penn Foster College
Chandler, AZ12-2027
High School Diploma -
Skyline High School
Oakland, CA06-2013
Skills
- Salesforce CRM
- Data entry
- Mortgage servicing
- Home loan processing
- LoanServ system
- Black Knight platform
- Fiserv software
- Financial analysis
- Risk assessment
- Client relationship
- Financial problem-solving
- Time management skills
- Customer management
- Microsoft Office suite
Timeline
LEARNER SUCCESS ADVOCATE II
Penn Foster
11.2024 - Current
SENIOR PROCESS SPECIALIST
Verra Mobility
02.2021 - 11.2024
INSURANCE CLAIMS PROCESSOR
State Farm
07.2019 - 02.2021
LOAN SPECIALIST
Specialized Loan Servicing
04.2018 - 07.2019
CUSTOMER SERVICE REPRESENTATIVE II
PSCU
08.2016 - 04.2018
Bachelors of Science - Business Management
Penn Foster College
High School Diploma -
Skyline High School