Mary Sorensen
Omaha,NE
Summary
Efficient and dedicated customer service representative with 15+ years of experience Proven track record in delivering exceptional service, resolving complex issues, and building strong client relationships. Skilled in regulatory compliance, CRM software, and financial transactions, consistently enhancing customer satisfaction and retention with substantial experience in managing financial services for diverse clientele. Strengths include effective communication, problem-solving, and client relationship building. Previous work demonstrated strong ability to enhance customer satisfaction and retention. Skilled in navigating complex financial systems and providing concise explanations to customers.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Online banking services
Cognizant Technology Solutions
Omaha, NE
10.2024 - 01.2025
- Provided exceptional customer service to banking clients, addressing inquiries and resolving issues in a timely and professional manner
- Closely monitored customer accounts for fraudulent activity or suspicious transactions, taking immediate action when necessary
- Developed strong knowledge of regulatory compliance requirements related to banking operations, ensuring adherence at all times
- Cultivated positive relationships with long-term clients by consistently delivering excellent service tailored to their specific needs
- Maintained thorough knowledge of banking products and services to effectively educate customers on available options
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Exceeded customer satisfaction by finding creative solutions to problems.
Financial Services Representative Asset Clearing
Charles Schwab
Omaha, NE
10.2021 - 07.2024
- Provided exceptional customer service
- Utilized CRM software to accurately document customer interactions and update account information
- Collaborated with cross-functional teams to escalate complex issues and ensure prompt resolution
- Maintained a calm demeanor during challenging situations while providing empathetic support to frustrated customers
- Answers questions regarding existing mutual funds and transfers.
- Processed checks and wires
- Maintained up-to-date knowledge of current economic conditions and their impact on the markets.
- Ensured that all customer inquiries were answered promptly and completely.
- Worked collaboratively with other departments to provide comprehensive solutions for clients.
- Fostered relationships with new and existing customers through excellent customer service skills.
- Processed transactions quickly and accurately in accordance with established procedures.
- Managed multiple accounts simultaneously while ensuring compliance with all relevant laws.
- Developed and maintained relationships with clients to ensure satisfaction.
- Provided accurate information regarding fees, commissions, regulations related to financial services.
- Provided customer service by answering incoming calls and responding to inquiries in a timely manner.
- Navigated multiple computer applications simultaneously to research customer issues and provide appropriate responses.
- Verified account information during each call to ensure accuracy in order processing or other transactions.
- Utilized knowledge base systems for identifying solutions quickly when responding to customer inquiries.
- Ensured that all customer requests were handled efficiently in accordance with company policies.
- Addressed customer complaints, identified causes of problems, and provided solutions.
- Adhered to quality assurance standards regarding telephone etiquette and data entry accuracy.
- Utilized problem solving skills in order to resolve complex customer inquiries.
- Followed established procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Identified opportunities to upsell products or services when appropriate.
- Assisted customers with product setup and installation issues over the phone.
- Processed orders and returns over the phone while ensuring accuracy of information entered into system.
- Maintained accurate records of customer interactions, details of inquiries, comments, and actions taken.
- Provided feedback on process improvements based on observations from daily interactions with customers.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Maintained strong call control and quickly worked through scripts to address problems.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Offered resolutions to de-escalate calls and solve customer issues.
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Customer Service Representative/ Financial Service
Cognasante
Omaha, NE
03.2021 - 08.2021
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Built rapport with customers through active listening, empathy, and personalized interactions
- Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
- Maintained detailed records of all customer interactions in CRM system for future reference and analysis
- Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
- Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
Mortgage Loan Processor
PenFed Credit Union
Omaha, NE
09.2020 - 02.2021
- Managed and processed mortgage loan applications from initiation to closing, ensuring accuracy, completeness, and compliance with regulatory requirements
- Collaborated with loan officers, underwriters, and other team members to gather necessary documentation and information for loan applications, expediting the approval process
- Verified and analyzed financial information, including income, credit reports, and employment history, to assess the risk and eligibility of loan applicants
- Collaborated with title companies, appraisers, and insurance providers to coordinate and obtain necessary documentation for loan processing
- Prepared and submitted loan files to underwriting for final approval, following established guidelines and procedures
- Reviewed HUD-1 settlement statements prior to closings.
- Researched discrepancies in documentation received from applicants or third parties.
- Examined collateral property values to ensure they meet investor guidelines.
- Assessed credit reports to determine eligibility for mortgage loans.
- Organized files electronically according to document type and date received.
- Navigated multiple computer applications simultaneously to research customer issues and provide appropriate responses.
- Utilized knowledge base systems for identifying solutions quickly when responding to customer inquiries.
- Ensured that all customer requests were handled efficiently in accordance with company policies.
- Kept abreast of product changes, updates, and upgrades to ensure accurate information was shared with customers.
Title Processor
Bank of the West
Omaha, NE
03.2020 - 08.2020
- Processed and reviewed title documents for accuracy, completeness, and compliance with legal requirements
- Collaborated with lenders, real estate agents, attorneys, and other parties involved in the transaction to resolve any title-related issues
- Maintained organized files and documentation related to each transaction for easy retrieval and reference
- Audited closing packages to ensure all required documents are included and accurately completed
- Verified all necessary documents are properly executed by relevant parties before finalizing the title transfer process
- Communicated effectively with clients throughout the entire title processing timeline, providing updates on progress and addressing any questions or concerns they may have had
Loan Servicing Specialist
Nelnet
Omaha, NE
08.2019 - 12.2019
- Verified and analyzed financial information, including income, credit reports, and employment history, to assess the risk and eligibility of loan applicants
- Ensured compliance with lending regulations, company policies, and industry best practices throughout the loan processing cycle
- Collaborated with title companies, appraisers, and insurance providers to coordinate and obtain necessary documentation for loan processing
- Maintained up-to-date knowledge of industry regulations and changes, implementing necessary adjustments to ensure compliance
- Coordinated with external agencies and vendors to obtain necessary verifications and clearances for loan processing
- Analyzed borrower creditworthiness by reviewing credit reports from external sources.
- Negotiated repayment plans with borrowers who had fallen behind on their payments.
- Responded quickly to customer complaints and escalated issues when necessary.
- Conducted research on past-due accounts to identify delinquency factors and initiated collection efforts.
- Utilized problem solving skills in order to resolve complex customer inquiries.
- Adhered to quality assurance standards regarding telephone etiquette and data entry accuracy.
- Identified opportunities to upsell products or services when appropriate.
- Followed established procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Maintained accurate records of customer interactions, details of inquiries, comments, and actions taken.
- Processed orders and returns over the phone while ensuring accuracy of information entered into system.
- Provided feedback on process improvements based on observations from daily interactions with customers.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained strong call control and quickly worked through scripts to address problems.
Guest Service Representative
Target
Omaha, NE
04.2018 - 07.2019
- Preparing applications. Making sure I can provide assistance to get them
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty
- Implemented new strategies to improve the overall customer experience, resulting in an XX% increase in customer satisfaction ratings
- Utilized CRM software to accurately document interactions with customers and track issue resolution progress
- Assisted customers with product selection based on their needs and preferences, resulting in increased sales revenue
Customer Service Representative
THE ONE STOP SHOP
Omaha, NE
04.2017 - 10.2017
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Generated leads and secured sales through outbound telemarketing calls
- Built strong relationships with customers, addressing their needs and providing product information to drive sales
- Implemented strategies to overcome objections and handle customer concerns, resulting in increased conversion rates
- Maintained accurate records of all calls made, including details of conversations and outcomes
- Identified upselling opportunities during customer interactions, leading to an increase in average order value by XX%
- Adhered to company policies and procedures while conducting telemarketing activities
Collection Agent/ financial services
Alorica
Omaha, NE
08.2016 - 01.2017
- Contacted customers with delinquent accounts to solicit payment.
- Conducted financial reviews to assess debtor ability to pay outstanding debts.
- Analyzed customer credit worthiness and determined appropriate action for collection efforts.
- Resolved disputes and negotiated settlements to satisfy all parties involved.
- Educated debtors on the consequences of non-payment and potential resolutions.
- Maintained a database of account information such as contact information, payment history, and status of collections efforts.
- Processed payments received from customers by check, money order, or electronic transfer.
- Contacted insurance companies to check status of claim payments.
- Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
- Monitored debtor accounts for changes in status or payment arrangements.
- Researched legal documents associated with bankruptcy proceedings in order to determine if further action was required.
- Assisted in training new Collection Agents on best practices for collection strategies.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Communicated with clients to provide updates on account recovery status.
- Advised delinquent customers on strategies for debt repayment.
- Conducted skip tracing activities to locate debtors who had moved or changed contact information.
- Reviewed documentation related to disputed accounts and provided recommendations for resolution.
- Drafted letters to send to delinquent customers notifying them of their outstanding balance.
- Negotiated with customers regarding repayment plans, settlement offers, and other arrangements as needed.
- Provided feedback on processes and procedures used within the Collections Department.
Education
High School Diploma -
Blair High School
Blair, NESkills
- Financial markets
- Certificates of deposit
- Loan applications
- Microsoft Outlook
- Microsoft PowerPoint
- Financial transactions
- Opening and closing accounts
- Microsoft Excel
- Teller transactions
- Cash management
- Researching
- Risk management
- ACH
- Cash handling
- Document control
- Account maintenance
- Account documentation
- Financial services
- Customer relationship building
- De-escalation techniques
- Loan and grant knowledge
- Customer service
- Regulatory compliance
- Financial analysis
- Loan processing
- Transaction processing
- Data entry
- Conflict resolution
- Relationship management
- Problem solving
- Attention to detail
- Mutual Funds
- Effective communication
- Time management
- Team collaboration
- Calm under pressure
- Excellent communication
- Written communication
- Organizational skills
- Friendly, positive attitude
- Computer skills
- Verbal communication
- Task prioritization
- Multitasking
- Teamwork and collaboration
- Microsoft office
- Relationship building
- Microsoft Word
- Call handling
- Script adherence
- Complaint handling
- Customer account updates
- Payment processing
- Interpersonal skills
- Call logging
- Customer support
- CRM navigation
- Appointment scheduling
- Call center customer service
- Documentation and reporting
- Verbal and written communication
- Active listening
- Wealth management
- Multitasking capacity
- Professionalism
- Grammar
- Email and telephone communication
- Excellent Phone Demeanor
- Email and telephone etiquette
Certification
Driver's License
Timeline
Online banking services
Cognizant Technology Solutions
10.2024 - 01.2025
Financial Services Representative Asset Clearing
Charles Schwab
10.2021 - 07.2024
Customer Service Representative/ Financial Service
Cognasante
03.2021 - 08.2021
Mortgage Loan Processor
PenFed Credit Union
09.2020 - 02.2021
Title Processor
Bank of the West
03.2020 - 08.2020
Loan Servicing Specialist
Nelnet
08.2019 - 12.2019
Guest Service Representative
Target
04.2018 - 07.2019
Customer Service Representative
THE ONE STOP SHOP
04.2017 - 10.2017
Collection Agent/ financial services
Alorica
08.2016 - 01.2017
High School Diploma -
Blair High School
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