KAITLIN JACOBSON

• Conducted training and mentored team members to promote productivity, accuracy and completion of assigned duties.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Documented counts and managed, tracked and monitored PII to complete change requests (CR) from FSA.
• Handled internal and external inquires submitted by other departments, lenders and management.
• Create excel spreadsheets for various reports and load into workflow.
• Tracked and documented metrics, and evaluated trends.

• Completed routine and complex account updates to resolve problems.
• Reviewed account activity to assess financial status and evaluate discrepancies.
• Worked independently with minimal supervision.
• Completed reports using Excel and Microsoft Office products
• Maintained 100% accuracy month after month through QMO

Took Promotion to Above

• Loan maintenance functions (disbursements, date changes, reallocation/increases).
• On going training on lender computer systems to update student loans.
• Various reports assigned and completed.
• Entrusted to handle confidential and sensitive situations in professional matter.
• Processed loans within various departments to achieve timely, accurate and fair proceedings.

Took Promotion to Above

• Assisted borrowers with student loans by accepting loan payments, qualifying borrowers for deferment and forbearance options and placing collection calls to delinquent borrowers.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Took Promotion to Above