KIMBERLY E SIMMONS
Norfolk,VA
Summary
Dependable Deposit Processor with a proven track record of high productivity and efficiency in transaction processing. Demonstrates expertise in maintaining data entry accuracy and ensuring compliance with stringent banking regulations. Recognized for exceptional time management, problem-solving capabilities, and adaptability to dynamic environments. Committed to upholding confidentiality and ethical standards while safeguarding customer information.
Overview
17
17
years of professional experience
Work History
Remote Deposit Specialist
USI Insurance LLC
Virginia Beach, VA
10.2022 - Current
- Managed document system to maintain organized files.
- Managed quality control procedures to detect flaws and defects.
- Handled and balanced substantial customer deposits efficiently.
- Checked data entries against source documents for accuracy.
- Resolved discrepancies between deposit tickets, cash receipts, and bank statements.
- Maintained accurate records of transactions for assessments.
- Conducted regular balancing activities and cross-referenced related reports.
- Promptly addressed inquiries from multiple departments regarding deposited items.
- Coordinated efficiently with team members, supervisors, and various departments on deposit concerns.
- Supported training of new staff on deposit handling procedures.
- Tracked issues and provided updates.
- Managed returned mail efficiently.
- Processed and logged cash transactions.
- Logged financial transactions using spreadsheets and databases.
Remote Deposit Specialist
Robert Half Staffing Agency
Virginia Beach, VA
06.2022 - Current
- Reviewed, investigated, and corrected errors and inconsistencies in financial entries, documents, and reports.
- Followed IRS guidelines and state regulations when submitting payroll taxes.
- Determined proper handling of financial transactions and approved transactions within designated limits.
- Processed term deposits, retirement savings plan contributions and mail deposits within processing time limits.
Call Center Representative
Aerotek
Norfolk, VA
03.2021 - 12.2021
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Assessed customer account information to determine current issues and determine potential solutions.
- Documented conversations with customers to track requests, problems and solutions.
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered, screened and processed high volume of calls daily by using call management system and web-based communications.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Set up and activated customer accounts.
- Scheduled and confirmed appointments.
Quality Assurance Disputes Manager
Portfolio Recovery Associates, LLC
01.2017 - 12.2020
- Jointly managed a team of Quality Assurance coaches specifically for the Disputes and Complaints Department.
- Reviewed and updated multiple Excel reports pertaining to system errors for IT updates.
- Reviewed and submitted appeals on errors that require correction on employee audit scores.
- Reviewed inter departmental telephone conversations between employees and customers to insure the employees stay within FDCPA regulations and guidelines.
- Processed requested investigation to verify correct social security numbers, dates of birth, names, addresses and dates of death on customers.
- Processed credit report investigations for reporting errors on customers.
- Processed updates on customers’ credit reports when needed.
- Reviewed account information for all required seller documentation for collection purposes.
- Reviewed account information to insure the correct processing of incoming correspondences from customers and outgoing correspondences from the company.
- Reviewed customer interactions and activity reports to identify and address concerns.
- Established procedures and quality standards.
Disputes Manager
Portfolio Recovery Associates, LLC
Norfolk, VA
01.2014 - 01.2017
- Managed and monitored the performance of teams of 4 to 10 employees at different intervals.
- Performed weekly and monthly audits on team’s work.
- Assisted with on the job training for specialty tasks pertaining seller contact.
- Recruited and hired qualified candidates to fill open positions.
- Trained employees on additional job positions to maintain coverage of roles at all times.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
- Assigned tasks to associates to fit skill levels and maximize team performance.
General Counsel Assistance / Legal Disputes Specialist
Portfolio Group, Portfolio Recovery Associates, LLC
Norfolk, VA
12.2007 - 01.2014
- Respond to attorney correspondence and calls regarding their clients’ account disputes, updates, or closures.
- Order documentation from original creditors to process various disputes to resolution, CBR processing, process letters for inquiry deletion request with the credit bureaus, process and prepare mail to go to debtor’s attorney and third-party contacts, assist with training.
- Responded to BBB And Attorney General complaints, attorney disputes and calls, helped negotiate payments with debtors’ attorneys.
- Processed in/outgoing mail, filing, data entry, investigated fraud claims.
- Ordered documentation when needed to resolve issues, referred complex matters, threatened lawsuits and Attorney General complaints to General Counsel upon receipt.
- Addressed all customer inquiries and resolved complaints.
- Engaged directly with clients to fulfill requests, resolve conflicts and direct non-customer service related inquiries to appropriate department and personnel.
Education
Certification of Training Completion - Computerized Administrative Assistance
Kee Business College
Norfolk, VA1992
Skills
- Quality Assurance Proficiency
- Efficiency Improvement
- Document Organization
- Workflow Enhancement
- Systematic Issue Resolution
- Driving Team Productivity Improvements
- Quality Assurance Review
- Compliance Adherence Assessment
- Coaching Expertise
- Supplier Relationship Development
- Risk Assessment
- System Configuration
- Effective Technical Communication
- Efficiency Enhancement
- Relationship Building
- Effective Knowledge Transfer
- Hand-Eye Coordination
- Data-Driven Insights
- Collaborative Teamwork
- Employee Skill Enhancement
Timeline
Remote Deposit Specialist
USI Insurance LLC
10.2022 - Current
Remote Deposit Specialist
Robert Half Staffing Agency
06.2022 - Current
Call Center Representative
Aerotek
03.2021 - 12.2021
Quality Assurance Disputes Manager
Portfolio Recovery Associates, LLC
01.2017 - 12.2020
Disputes Manager
Portfolio Recovery Associates, LLC
01.2014 - 01.2017
General Counsel Assistance / Legal Disputes Specialist
Portfolio Group, Portfolio Recovery Associates, LLC
12.2007 - 01.2014
Certification of Training Completion - Computerized Administrative Assistance
Kee Business College
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