Marjorie Herbin
Gibsonville,NC
Summary
Driven professional with a proven track record at Bank of America, enhancing document management efficiency and confidentiality. Excelled in a fast-paced environment, demonstrating exceptional organization and customer service skills. Leveraged expertise in documentation and problem-solving to improve customer satisfaction and streamline processes, contributing significantly to team success and operational excellence.
Overview
14
14
years of professional experience
Work History
Mortgage Customer Service Representative II
TRUIST
04.2016 - Current
- Educated borrowers regarding various mortgage products available to help them make informed decisions about their home financing options.
- Contributed to team success by sharing industry knowledge, best practices, and problem-solving techniques during staff meetings.
- Improved customer satisfaction by promptly addressing and resolving mortgage-related inquiries and concerns.
- Assisted clients in navigating online platforms for easy access to account information.
Documents Management
Bank of America
01.2011 - 10.2015
- Streamlined workflows for increased productivity with thorough document organization.
- Handled basic DCRM activities following procedures and documented instructions.
- Reduced processing time by efficiently managing high volumes of documents daily.
- Prioritized and planned work activities, organized personal deadlines and managed time well.
- Enhanced document retrieval efficiency by implementing a digital filing system.
- Assisted in training new hires on document management best practices, fostering a culture of continuous improvement within the team.
- Optimized storage space usage by regularly archiving outdated documents and records.
- Imported electronic documents into document management system and updated document and record master database.
- Ensured compliance with industry regulations through diligent record-keeping and adherence to guidelines.
- Maintained confidentiality of sensitive information, adhering to strict privacy policies while handling confidential documents.
- Finalized records in electronic records management system for proper classification and categorization.
- Improved accuracy in data entry by meticulously maintaining and updating records.
- Responded to management expectations and solicited feedback to improve performance.
- Scanned, filed and transmitted various documents and adhered to digital filing procedures.
- Carefully reviewed all documents and reports for completeness and accuracy.
- Converted documents from one application to another.
Education
Associate Degree In Paralegal - Paralegal Studies
Guilford Technical Community College
Jamestown, NC06.2000
Skills
- Organization
- Escalation Handling
- Customer Focus
- Follow-up skills
- Computer Skills
- Documentation
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking Abilities
- Calm and Professional Under Pressure
- Excellent Communication
- Understanding Customer Needs
- Active Listening
Timeline
Mortgage Customer Service Representative II
TRUIST
04.2016 - Current
Documents Management
Bank of America
01.2011 - 10.2015
Associate Degree In Paralegal - Paralegal Studies
Guilford Technical Community College