Escalations Manager
Bank of America
04.2007 - 2024
- Audited client files to ensure financial analysis was calculated correctly to comply with Banking and Government regulations
- Managed escalation processes to resolve customer issues efficiently and in a timely manner.
- Demonstrated a consistent track record of success in managing challenging customer situations, resulting in increased trust from customers.
- Scheduled and completed follow up with customers requiring extra research on more complex situations.
- Collaborated with Customer Relationship Managers and Mortgage Servicing teams to determine best solution for customer complaint resolution.
- Participated in team meetings to discuss ongoing challenges and proposed solutions collaboratively.
- Reduced resolution times by establishing clear communication between customers and support teams.
