Summary
Overview
Work History
Education
Skills
Additional information
Timeline
Generic

Jerrell Lundy

Ewing Township

Summary

Senior Client Service Specialist with over two decades of expertise in delivering exceptional support to high-value clients in financial services. Demonstrates a visionary approach to client relationship management, leveraging skills in escalation management and compliance to enhance client satisfaction and streamline operations. Passionate about fostering trust and driving innovation in service delivery, aiming to elevate client experiences and build lasting partnerships.

Overview

23
23
years of professional experience

Work History

Senior Client Service Specialist - Premier Clients

Merrill Lynch
07.2024 - Current
  • Deliver exceptional service to high-net-worth clients, resolving complex requests efficiently.
  • Facilitate money movement and trade execution, ensuring seamless account updates.
  • Act as a liaison for advisors, maintaining professional communication and execution.
  • Identify and escalate compliance issues, adhering to risk protocols.
  • Leverage CRM tools for streamlined service delivery and enhanced client satisfaction.
  • Fostered strong relationships with high-net-worth clients, enhancing trust and satisfaction through attentive service and personalized solutions.
  • Streamlined account updates and trade executions, significantly reducing turnaround time and improving client experience.
  • Analyzed service requests to identify patterns, leading to proactive solutions and measurable improvements in operational efficiency.
  • Coordinated with financial advisors to ensure seamless communication, strengthening partnerships and optimizing service delivery.
  • Maintain rigorous compliance protocols, promptly addressing fraud concerns and safeguarding client assets.
  • Enhanced client service processes, achieving substantial improvements in response times and client satisfaction through efficient request management.
  • Achieved 100% Click 2 Call satisfaction rate since 2024

Mortgage Servicing Specialist - Escalated Support

Cenlar FSB
11.2023 - 06.2024
  • Supported escalated mortgage accounts, providing tailored solutions to preserve homeownership.
  • Handled over 85 calls daily from clients needing payment support, escrow analysis, and debt resolution.
  • Led peer training and team discussions focused on improving client satisfaction.
  • Streamlined communication processes to handle client issues more efficiently, resulting in a significant reduction in resolution times.
  • Fostered a culture of teamwork by leading regular knowledge-sharing sessions, which improved service consistency and client engagement.
  • Conducted thorough reviews of escalated accounts, identifying patterns that led to proactive solutions and increased customer retention.

SPOC Agent Level IV - Relationship Manager

Freedom Mortgage
04.2020 - 07.2023
  • Managed relationships with assigned clients as their single point of contact (SPOC).
  • Guided clients through Borrower Response Packages, Loss Mitigation, and loan modification options.

Customer Service Representative

PHH Mortgage
01.2020 - 02.2020
  • Ensured documentation accuracy and supported customers with empathy during hardship.
  • Provided empathetic guidance to clients navigating loan modifications, leading to increased satisfaction and stronger client relationships.
  • Streamlined documentation processes, enhancing accuracy and reducing processing time, which improved overall client experience.
  • Coordinated with cross-functional teams to address complex client issues, ensuring timely resolutions and fostering a culture of teamwork.
  • Analyzed client feedback to identify service gaps, implementing targeted improvements that resulted in measurable enhancements to customer support.
  • Cultivated strong client relationships as the single point of contact, effectively communicating solutions that led to higher retention rates.

Store Manager - Smoothie King | Shift Lead

Taco Bell | Manager - McDonald's & Burger King
01.2003 - 01.2019
  • Provided mortgage support, enhancing client retention and trust.
  • Educated clients on payment plans and escrow, boosting account health.
  • Resolved client inquiries, improving satisfaction and retention.
  • Simplified complex mortgage details, aiding client understanding.
  • Strengthened client relationships through clear communication.
  • Led teams to deliver superior service, boosting customer satisfaction and retention.
  • Trained staff for high-pressure environments, enhancing service quality.
  • Managed inventory and scheduling, resolving client issues efficiently.
  • Improved training programs, achieving measurable improvements in service ratings.
  • Implemented strategies for customer retention, leading to significant business growth.
  • Coordinated cross-functional teams to streamline inventory management, significantly reducing waste and optimizing stock levels.
  • Analyzed sales data to identify trends, enabling targeted promotions that drove noticeable increases in monthly revenue.

Education

High School Diploma -

Nottingham High School
Hamilton, NJ
06.2003

Skills

  • Premier Client Support
  • High-Volume Call Handling
  • Relationship Management
  • FINRA/SEC Compliance
  • KYC/AML Protocols
  • Conflict Resolution
  • Account Onboarding & Maintenance
  • Salesforce & Siebel CRM
  • Process Improvement
  • Risk & Fraud Mitigation
  • Escalation Management
  • Digital Client Engagement

Additional information

  • Technical Skills
  • Salesforce, Siebel CRM, ServiceNow
  • Microsoft Excel, Outlook, PowerPoint, Word
  • DocuSign, SharePoint, QuickBooks
  • Financial & Mortgage Platforms
  • IVR Systems, SAP
  • Google Suite
  • Client-Focused Strengths
  • High Emotional Intelligence & Active Listening
  • Adaptability in High-Pressure Environments
  • Trust-Building with Diverse Client Profiles
  • Confidentiality & Data Accuracy
  • Cross-Functional Team Collaboration

Timeline

Senior Client Service Specialist - Premier Clients

Merrill Lynch
07.2024 - Current

Mortgage Servicing Specialist - Escalated Support

Cenlar FSB
11.2023 - 06.2024

SPOC Agent Level IV - Relationship Manager

Freedom Mortgage
04.2020 - 07.2023

Customer Service Representative

PHH Mortgage
01.2020 - 02.2020

Store Manager - Smoothie King | Shift Lead

Taco Bell | Manager - McDonald's & Burger King
01.2003 - 01.2019

High School Diploma -

Nottingham High School

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