Marques Mitchell
Kalamazoo,MI
Summary
Proven in enhancing client satisfaction and relationship building, I excelled at Ignite Credit Union by elevating customer service standards and efficiently processing financial transactions. My expertise in client education and adeptness in call center environments have consistently driven positive outcomes, showcasing my ability to meet and exceed performance metrics.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Member Service Representative II
Ignite Credit Union
11.2021 - 01.2025
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Examined customer loan applications for loan approvals and denials.
- Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
- Developed strong relationships with customers through high levels of customer service.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
Client Service Representative II
Comerica Bank
07.2012 - 08.2020
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
Client Service Representative II
PNC Bank
05.2011 - 09.2011
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
Client Service Representative II
Citizens Bank
11.2008 - 09.2010
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
Education
No Degree - Financial Counseling
Credit Union National Association
Kalamazoo, MI08-2022
Associate of Science - Business Management
Baker College
Flint, MI09-2009
Associate of Science - Business Management
Baker College
Flint, MI06-2006
Skills
- Customer service
- Relationship building
- Financial transactions
- Customer support
- Call center experience
- Transaction processing
- Client education
- Service upselling
Certification
- [Registered Mortgage Loan Officer] [NMLS #2220155 ] [2022/October]
- Certified Credit Union Financial Counselor
Timeline
Member Service Representative II
Ignite Credit Union
11.2021 - 01.2025
Client Service Representative II
Comerica Bank
07.2012 - 08.2020
Client Service Representative II
PNC Bank
05.2011 - 09.2011
Client Service Representative II
Citizens Bank
11.2008 - 09.2010
No Degree - Financial Counseling
Credit Union National Association
Associate of Science - Business Management
Baker College
Associate of Science - Business Management
Baker College
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