LESLIE LEE
Burlington,New Jersey
Summary
Dependable, flexible, and highly motivated Claim/Customer Service Specialist with over 10 years of experience in Management, Auditing, Account Maintenance, Problem Solving, Data Entry, Reconciling, Computer Operations, Telephone Reception, Follow-up, and Problem Solving. Very Detail Oriented, Service Driven, quality focused, and can supervise, and mentor a team of up to 10 persons.
Overview
12
12
years of professional experience
Work History
Mail Processor Role
Freedom Mortgage Corporation
Marlton, NJ
07.2020 - 11.2021
- Responsible to receive incoming documentation from third party vendors via courier/postal mail
- Open packages, sort, identify and review for accuracy
- Data entry, file by disbursement order and stage for collateral audit review while insuring safekeeping of the original loan documents
- Research and communicate current state of incoming production received, in an effort to ensure production is processed timely.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Collateral Auditor
Freedom Mortgage Corporation
Marlton, NJ
07.2020 - 11.2021
- Role
- Responsible for verifying all collateral documents are present, audit documents for originals vs
- Copies
- Reviews documents for accuracy prior the purchase of the loans
- Update BPM workflow system and Lakewood systems with audit results and wire bank information for proper loan validation
- Audit data within the system to ensure loan documents are current, accurate, and complete in Lakewood, and Fiserv
- Timely processing of collateral exceptions from the warehouse bank, team player will request additional or curative collateral documents such as endorsement issues.
Shipping Specialist
Freedom Mortgage Corporation
Marlton, NJ
07.2020 - 11.2021
- Role
- Receive, audit, and ship up to ensure daily minimum standard is met on a consistent basis
- Generate file manifests reports in MS Excel, listing each document/file at the time of receipt, and release
- Reconciliation of physical loan file to manifest report to ensure accuracy
- Followed up and conferred with team associates to execute fluent workflow daily.
Levy Representative/Fraud Claims Specialist
TD BANK
Mt. Laurel, NJ
09.2015 - 06.2020
- Reviewed and resolved non-fraud customer claims in accordance with Regulation E which includes debit transactions and posting errors
- Extensive research using bank databases, and gathering information through phone calls to customers before making decision to deny or provide provisional credit while ensuring exceptional service, and low risk to the bank
- Identified and resolved duplicate transactions on cardholder accounts
- Used multiple programs to process claims quickly and efficiently
- Documented detailed, accurate notes in case log to keep other caseworkers well informed when reviewing claims
- Supported branches through phone channel, email and maintenance databases
- Processed requests using multiple databases to maintain customer accounts from updating personal information, to changing account statuses, adjusting interest rates, and changing product types to ensure exceptional customer service experience
- Demonstrated strong detail orientation, professional phone etiquette, and problem solving skills when resolving customer inquiries and concerns
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Evaluated customer account information to assess current issues and determine potential solutions
- Reviewed account and service histories to identify trends and issues
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
- Earned good attendance record and built reputation for being on time and ready to work.
- Followed up with customers on unresolved issues.
Collateral Specialist
Freedom Mortgage Corporation
Marlton, NJ
07.2020 - 11.2021
Assistant Store Manager
Dor L
Englewood, NJ
08.2011 - 09.2013
- Supervised employees, and mentored the team on effective upselling and cross-selling techniques
- Recruited, interviewed and hired individuals who demonstrated passion and dedication and would add value to the team
- Efficiently addressed customer issues to ensure quick and successful resolution
- Handled all scheduling for store shifts according to the daily store needs
- Kept an eye on building premises for loss prevention and security purposes
- Delegated work to employees based on shift requirements, individual strengths, and customer needs
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members
- Encouraged professional growth and talent development in associates to increase performance in all areas
- Helped team members deliver polite and positive service to every customer by closely monitoring behaviors and offering constructive guidance.
Education
High School Diploma - undefined
Willingboro High School
1997
Skills
- Multitasking
- Loss prevention
- Self-Starter, quick learner
- Researcher
- Selling
- Scheduling
- Phone etiquette
- Call center experience
- Inbound and outbound calling
- Conflict resolution
- High-energy attitude
- Database entry
- Meticulous attention to detail
- Excellent communication skills
- Document control
- Data file transferring
- Claims review
- Regulatory compliance
- Documentation skills
- Complex problem-solver
- Organized
- Complaint handling and resolution
- Administrative Support
- Customer Satisfaction
- Complex Problem-Solving
- Mail and Packages
- Critical Thinking
Timeline
Mail Processor Role
Freedom Mortgage Corporation
07.2020 - 11.2021
Collateral Auditor
Freedom Mortgage Corporation
07.2020 - 11.2021
Shipping Specialist
Freedom Mortgage Corporation
07.2020 - 11.2021
Collateral Specialist
Freedom Mortgage Corporation
07.2020 - 11.2021
Levy Representative/Fraud Claims Specialist
TD BANK
09.2015 - 06.2020
Assistant Store Manager
Dor L
08.2011 - 09.2013
High School Diploma - undefined
Willingboro High School
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