Kathryn Frederick

•Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

•Demonstrated excellent communication skills in resolving product and consumer complaints.

•De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

•Maintained detailed records of customer interactions, transactions and comments for future reference.

•Asked probing questions to determine service needs and accurately input information into electronic systems

• Developed strong client relationships by delivering exceptional customer service and compassion daily

• Educated customers on online service helping account holders access technology to enhance banking convenience

• Provided a variety of paying and receiving functions including processing deposits, and withdrawals, loan payments

• Effectively documented case resolutions in case management system to contribute to accurate client files

• Leveraged 10+ years of communication by effectively serving as a liaison between borrowers and Wells Fargo

• Interacted with various internal departments to ensure research, accuracy, and proper deliverance of required

documentation in a timely manner that led to the successful passing of all State Audits

• Identified process and systems improvements, participated in and coordinated projects to improve order management

• Assisted borrowers with late charge waiver, due date change, overall loan maintenance requests

• Performed follow-up and research tasks to ensure problem resolution along with customer satisfaction

• Maintained friendly and professional interactions with customers and team members