Jasmine Casey
Dallas,TX
Summary
A personable and dedicated associate with a proven track record at Capital One Auto Finance. Highly equipped and self motivated professional with over 10+ years in the financial industry. Proven ability to streamline processes and address discrepancies efficiently. Known for collaborative teamwork and adaptability in fast-paced environments, with expertise in data analysis and customer service. Dynamic, innovative, and energetic personality that can excel in fast paced environments. Extremely attentive to details and processes. I can utilize my previous years of industry experience and administration skills to support the growth and success of an organization.
Overview
11
11
years of professional experience
Work History
Payment Processing Specialist
Capital One Auto Finance
02.2021 - 04.2025
- Processed high volumes of payment transactions with precision and efficiency.
- Reviewed transaction discrepancies to ensure accuracy and compliance.
- Collaborated with cross-functional teams to streamline payment workflows.
- Assisted in developing training materials for new team members.
- Ensured timely payments by closely monitoring deadlines.
- Conducted regular audits of payment records to identify potential issues early on, preventing costly mistakes or delays.
- Assisted with special projects given by senior leaders, while completing the daily required reports of the day.
- Managed and responded to emails and inquiries from customers and vendors.
Title Maintenace and Support Admin
Capitla One Auto Finance
02.2016 - 02.2021
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Act as a subject matter expert for the Title Maintenance and Support team and as liaison to all departments where escalations/inquiries on th title release and maintenance accounts are concerned.
- Make outbound calls to customers, Dealerships, DMVs and other financial institutions to obtain relevant task information to use negotiation skills to obtain required documents and information within given deadlines.
- Provide exceptional customer focused experiences to borrowers and third parties by phone in a professional manner and communicate state specific title requirements to customers unaware of state title specifications.
- Pre-filled state documents required for title maintenance request, as well as prepare cover letters and operate fax/copy machines. Utilizes DealerTrack to track, notate and monitor the progress of account request up to completion.
- Research title complex title registration and maintenance errors and resolve any discrepancies.
- Work and track reports via Excel such as "Title w Duplicate VINS" by preforming research and contacting local DMVs to resolve duplicate titles and other inaccuracies.
Customer Service Rep/Specialty Title Agent
Capital One Auto Finance
02.2014 - 02.2016
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Developed and maintained strong relationships with clients to enhance customer satisfaction and loyalty.
- Trained new team members on company policies, procedures, and best practices for customer service excellence.
- Receive inbound title calls in a high call volume call center and provide customers with accurate title information.
- Serve as Pod Coach for the inbound titles team. Responsibilities include leading huddle, disseminating updates regarding policy and procedures, and discussing call trends
- Achieved highest average FCR rate at 95% by providing accurate information on every call.
- Provides coaching to title peers. Utilizes side by side to help improve team AHT, promote best practices and ensure accuracy and efficiency.
- Effectively provided one call resolution by submitting request accurately and preforming research to avoid escalations
- Assist with title maintenance processes such as state changes , name changes and title releases.
Education
High School Diploma -
Desoto High School
Desoto, TX06-2010
Skills
- Inbound/Outbound Customer service skills
- Relationship building
- Accurate payment posting
- Team Player
- Adapts easily to change
- Organized
- Critical Thinking Skills
- Experienced in all Microsoft programs (Word, PowerPoint etc)
- Problem Solving
- Advanced written and communication skills
- Motivated
- Quick learner
- Payment Systems
Timeline
Payment Processing Specialist
Capital One Auto Finance
02.2021 - 04.2025
Title Maintenace and Support Admin
Capitla One Auto Finance
02.2016 - 02.2021
Customer Service Rep/Specialty Title Agent
Capital One Auto Finance
02.2014 - 02.2016
High School Diploma -
Desoto High School