Jarrod Watson
Edison,NJ
Summary
Dedicated client service representative with a proven track record in customer support, payment processing, and escalation management. Focused on delivering prompt resolutions and maintaining professionalism in high-pressure situations.
Overview
12
12
years of professional experience
Work History
Client Service Representative
Foresters Financial Services
Edison, NJ
04.2015 - 05.2020
- Delivered exceptional client service by addressing inquiries and resolving issues promptly.
- Answered caller's questions regarding First Investors' funds, account activity and procedures via incoming telephone calls.
- Provide assistance to clients experiencing difficulty online.
- Document the details of each inquiry through internal mainframe tracking system.
- Research account and transaction records to resolve issues.
- Process telephone exchange and redemption requests.
- Managed complex client accounts, ensuring accuracy in record-keeping and compliance with regulations.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
Senior Account Manager
Bank of America
Newark, NJ
04.2008 - 06.2014
- Handling inbound calls to resolve credit card inquiries, process payments, mitigate fraud, and advise clients on financial solutions with delight and compassion.
- Educate customers on their account terms, negotiate and secure payment, determine reason for delinquency. Negotiate full balance repayment and/or settlement plans on accounts ranging from 30-180 days past due.
- Identifying financial solutions to bring home loans up-to-date on distressed mortgages, delivering fair and fast resolutions.
- Reduced losses to the bank and investor by applying credit skills and sound judgment, focusing on key areas of the borrower's stability and willingness to repay their loan.
- Optimized phone support by fielding high call volumes while maintaining composure and professionalism under pressure.
Education
Bachelor of Science - Professional And Technical Communications
New Jersey Institute of Technology
Newark, NJSkills
- Customer support
- Payment processing
- Call center experience
- Customer focus
- System documentation
- Escalation management
- Outbound calling
- Funds transfers
- Microsoft office
- Data entry
- Calm and professional under pressure
Timeline
Client Service Representative
Foresters Financial Services
04.2015 - 05.2020
Senior Account Manager
Bank of America
04.2008 - 06.2014
Bachelor of Science - Professional And Technical Communications
New Jersey Institute of Technology