Latisha Brown
Ewing
Summary
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Operations Specialist skillful in executing effective operating rhythms and management systems structures. Expertise in analyzing, articulating and solving various problems. Analytical and organized professional comfortable working independently or as part of team.
Overview
17
17
years of professional experience
Work History
Account Maintenance Operations Specialist
Bank of America, Merrill Lynch
06.2024 - Current
- Providing second level and executive escalation support by collaborating with both internal and external partners to identify issue root causes, determining solutions, and ensuring issue resolution for medium to high complexity issues
- Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment..
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Covers one or more operations functional areas, such as analyses, report generation, opening new accounts, trade processing, payment processing, and data entry. Assists with phone calls, email boxes, and processing queues (abandoned property, options and margin review , email tax reporting sharepoint,)
Operations Generalist
Bank Of America Merrill Lynch
11.2022 - Current
- Collaborated operational and service-related support for all Consumer investments platforms.
- Handle check and security deposit processing, trade corrections processing and research, manual order entry and worthless and restricted securities.
- Processing payment, financial transactions (wire distributions), data entry, provides efficient and effective operations support internal business partners and external clients, assist with incoming /outbound calls with Investment related inquiries, email boxes, and processing queues.
- Counseled advice, solve clients escalated problems, investigate, resolve a variety of issues and requests, maintains a high risk and fraud prevention mindset to ensure the security of the client's accounts to minimize the risk /loss to the company and prevented $50,000.00 from leaving the clients account of a fraudulent distribution.
Mortgage Customer Service Representative II/Research Specialist
Cenlar FSB
04.2017 - 11.2022
- Answer inbound calls and respond to borrower's request within established timelines to maintain service level expectations and deliver quality service.
- Researched and resolved customer and client service inquires, which requires in depth analysis and assessment, Ensured and processed insurance claims and that they were made in a timely manner.
- Addressed customers inquiries about their mortgage, processed escrow analysis (taxes and insurance) Update tax lines, communicated to borrowers via email, chat and outbound /inbound support, resolved borrower and client complaints requiring in depth research and provides explanations of research resolutions.
- Processed mortgage payments, provide first call resolution, adhered to performance metrics on quality and Production, Verify and examine information and accuracy of loan application and closing documents.
- Review customer accounts to determine whether payments are made on time and that other loan terms are being followed.
- Generated program correspondence and reports, submitted end of year tax statements, typed internal correspondence to answer inquires on servicing policies and procedures.
- Demonstrates leadership skills in daily activities and assisted with new hire training, side by side coaching.
Human Resources Researcher Customer Service Representative
Vertical Screen INC
04.2008 - 04.2017
- Obtained client information by answering telephone calls; interviewed clients.
- Making phone calls to various agencies to verify data applicant screening.
- Researched certifications for healthcare, financial institutions, and department of transportation industry.
- Referred unsolved client and applicant issues to designated departments for further investigation.
- Handled high volume of incoming calls from laboratories, clients, donors regarding drug screening and other services.
- Conducted background screening on education, credit, employment, credit government databases, criminal records, and reference interviews.
- Maintained and updated spreadsheets for the research department.
- Prepared and processed outgoing and incoming correspondences, handled invoices, faxes, file and scan documents trained new hires.
Education
High School Diploma -
Bordentown Regional High School
Bordentown, NJ06.1996
Skills
- Case management
- Process documentation
- Complaint resolution
- Account management
- Microsoft Office Suite: PowerPoint, Teams, Microsoft outlook and Microsoft Excel,
- POS systems expert
- Issue resolution
- Prioritization of tasks
- Analysis of customer service metrics
- Retail transactions, Retail display setups and Retail floor stocking
- Research and analysis
- Team collaboration, leadership, Mentoring and Performance-focused team coaching
- Credit card payment processing
- Banking operations support
- Live chat support
Timeline
Account Maintenance Operations Specialist
Bank of America, Merrill Lynch
06.2024 - Current
Operations Generalist
Bank Of America Merrill Lynch
11.2022 - Current
Mortgage Customer Service Representative II/Research Specialist
Cenlar FSB
04.2017 - 11.2022
Human Resources Researcher Customer Service Representative
Vertical Screen INC
04.2008 - 04.2017
High School Diploma -
Bordentown Regional High School
Similar Profiles
Joshua AverettJoshua Averett
Investment Specialist Trainee at Bank of America Merrill LynchInvestment Specialist Trainee at Bank of America Merrill Lynch
GILBERTO GARIBAYGILBERTO GARIBAY
Financial Solutions Advisor at Bank of America Merrill LynchFinancial Solutions Advisor at Bank of America Merrill Lynch
James McKennaJames McKenna
Product Owner - Alternative Investments Solutions at Bank of America Merrill LynchProduct Owner - Alternative Investments Solutions at Bank of America Merrill Lynch
Mistalene NilsonMistalene Nilson
Special Education Teacher at Summerland Public SchoolSpecial Education Teacher at Summerland Public School
JAIYA N. FIELDSJAIYA N. FIELDS
Assistant Teacher/Floater Teacher at Bright Horizons Child Development CenterAssistant Teacher/Floater Teacher at Bright Horizons Child Development Center