Kelly Zanders

Responding independently by via phone, email and letter to inquiries from external and internal sources (including customers, merchants, clients, and bankers), regarding financial products and services. Products ranging from consumer checking, savings, personal loans and lines, and consumer credit card accounts to business credit cards and business lines and loans. I utilize other departments like Finance, Accounting, Account services, and underwriting to resolve customer issues.

Also gathering information from customers to determine the appropriate course of action. Which could include conducting investigative steps to fully identify the issues, processing complex transactions (including monetary and non-monetary actions), researching product information,terms, conditions,contracts etc, and resolve complex problems and inquiries.

• Monitored progress of cases by obtaining regular updates from clients, providers, and other relevant parties.
• Facilitated communication between client and other involved agencies or organizations.
• Conducted intakes of new cases to ensure compliance with regulations.

Ability to manage a pipeline of work from assignment, perform advanced research and complex evaluations as well as develop and negotiate solutions to issues with partners and clients including escalations as needed.

Managed a team of 12 and was in charge of assigning cases, answering questions, running team meetings with utilizing teams and powerpoint.

• Researched information related to policies, procedures, regulation, laws., as necessary.
• Verified application data and account information against legal documentation to determine accuracy and integrity.
• Reviewed and processed case files for accuracy and completeness.

Serviced high valued customer service to callers requiring assistance for credit cards and personal line of credit accounts.

Forged relationships with customers to cultivate loyalty, boosting customer satisfaction ratings.

Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.

• Provided assistance to customers with inquiries regarding products, services, billing, and technical support.
• Verified customer information and updated records in system accordingly.
• Processed payments for orders placed over phone using secure payment systems.
• Performed anywhere from 10 to 20 outbound calls per day to follow-up on customer service issues or market new products and services.
• Resolved escalated customer service issues in timely fashion utilizing problem-solving skills.

Received training and certification from wells fargo to keep up to date on new and changing policies. To help maintain our ever growing relationships.

Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, and consistently arriving to work ready to start immediately.

• Answered over 20 incoming calls per day from customers, providing customer service and resolving customer inquiries.
• Developed strong relationships with clients by responding to their questions and concerns timely manner.
• Identified customer needs and referred them to appropriate departments or resources for further assistance.
• Explained various banking products such as credit cards, loans, mortgages and investments to potential customers.