MARY SORENSEN
Prodware Solutions
Omaha,NE
Work Preference
Desired Job Title
Financial Services Representative
Work Type
Full Time
Location Preference
On-SiteRemoteHybrid
Location:
Omaha, NE
Open to relocation:
Yes
Minimum Desired Compensation
$45000/yr
Important To Me
Career advancementWork-life balanceFlexible work hoursCompany CultureWork from home optionPaid time off401k matchPaid sick leave
10
years of professional experience
Senior Customer Service & Financial Operations Specialist with over 20 years of call center experience, including 10 years of specialized expertise in financial services. Proven track record navigating high-volume environments, seamlessly managing 60 to 100 inbound and outbound calls daily. Subject matter expert in processing critical financial transactions, including check and wire payments, mortgage processing, and extensive documentation review. A skilled problem solver who combines strong negotiation skills in collections with a supportive, client-centric approach to mitigate risk, ensure regulatory compliance, and deliver flawless account resolutions.
Work History
Customer Support Specialist (Contract)
8 Months- Supported daily debit card operations, account maintenance, and customer service activities for a financial institution.
- Investigated debit card disputes and fraud claims while ensuring compliance with Regulation E requirements.
- Processed chargebacks, account maintenance requests, card replacements, PIN resets, and customer account updates.
- Researched suspicious account activity and documented findings to support fraud prevention efforts.
- Assisted customers and internal staff with account inquiries, travel notifications, declined transactions, and transaction research.
- Maintained detailed documentation supporting audit, compliance, and operational requirements.
Online Banking Representative (Contract)
3 Months- Handled 75 to 100 customer calls daily supporting online banking and digital banking services.
- Assisted customers with password resets, online account access, account servicing, bill payments, and transaction research.
- Processed banking transactions and compliance documentation with a high degree of accuracy.
- Investigated customer concerns and resolved digital banking issues in a timely and professional manner.
- Monitored accounts for suspicious activity and escalated concerns according to banking procedures.
- Consistently met service, productivity, and quality expectations.
Asset Transfer Operations
2 Years 2 Months- Processed high-volume asset transfers, wire transfers, check transactions, and account maintenance activities.
- Served on an operations phone team communicating directly with contra firms, financial institutions, advisors, and internal business partners.
- Documented all phone conversations, account updates, transfer requests, and transaction activity to support compliance and audit readiness.
- Researched and resolved transfer discrepancies, documentation exceptions, and rejected transactions.
- Maintained detailed records using CRM and brokerage operations systems.
- Worked within high-volume operational processing queues while meeting productivity and quality expectations.
- Collaborated with multiple departments to ensure timely completion of customer transfer requests.
Asset Transfer Operations (Contract)
7 Months- Assisted customers and advisors with account transfers, account updates, and brokerage account maintenance.
- Processed transfer documentation and monitored transfer requests through completion.
- Supported outgoing check disbursement requests and payment-processing activities.
- Communicated transfer status updates to customers, advisors, and internal operations teams.
- Maintained accurate records of account activity and transfer documentation.
- Ensured compliance with company policies and regulatory requirements.
Customer Service Representative (Contract)
5 Months- Assisted customers with account inquiries, website support, and service requests.
- Maintained detailed customer records using CRM systems.
- Investigated and resolved account discrepancies and customer concerns.
- Provided administrative support through data entry, reporting, and documentation management.
- Assisted with case management and customer follow-up activities.
Mortgage Loan Processor
5 Months- Processed mortgage and HELOC loan applications from submission through underwriting review.
- Verified borrower income, employment, assets, credit reports, and supporting documentation.
- Coordinated with lenders, underwriters, title companies, appraisers, and insurance providers.
- Reviewed loan files to ensure compliance with lending guidelines and investor requirements.
- Supported approval and closing activities through accurate documentation management.
Title Processor
5 Months- Processed and reviewed title documentation for completeness, accuracy, and compliance.
- Coordinated with lenders, attorneys, title companies, and real estate professionals.
- Audited closing packages and transaction records.
- Assisted in resolving title and documentation issues before closing.
Loan Servicing Specialist
4 Months- Managed borrower account updates, payment histories, and loan servicing documentation.
- Analyzed borrower financial information and maintained compliance with servicing requirements.
- Negotiated repayment solutions for customers experiencing financial hardship.
- Responded to customer inquiries while maintaining excellent service standards.
Guest Services Representative / Cashier
1 Year 3 Months- Provided guest services and cashier support in a high-volume retail environment.
- Processed cash, credit card, debit card, gift card, and return transactions accurately.
- Assisted customers with purchases, returns, exchanges, store services, and product inquiries.
- Balanced cash-handling responsibilities while maintaining transaction accuracy.
- Resolved customer concerns professionally and delivered positive customer experiences.
Customer Service Representative
6 Months- Conducted high-volume outbound cold calls to prospective customers.
- Introduced company services and generated sales opportunities through consultative conversations.
- Qualified leads and scheduled follow-up appointments.
- Addressed customer questions regarding products, pricing, and services.
- Maintained customer records and sales activity logs.
- Consistently met call-volume and productivity goals.
Collections Agent
5 Months- Managed delinquent automotive loan accounts on behalf of Toyota Financial Services.
- Contacted customers regarding past-due vehicle loans and payment delinquencies.
- Negotiated payment arrangements and repayment plans to bring accounts current.
- Worked with customers experiencing financial hardship to identify solutions that could help avoid vehicle repossession.
- Discussed repossession status, repayment options, loan obligations, and collection alternatives.
- Reviewed account histories and payment activity to determine collection strategies.
- Documented customer communications, payment commitments, and account activity.
- Worked toward collection and recovery goals while maintaining customer service standards.
Education
High School Diploma
Skills
Banking & Financial Operations
Online Banking Support
Asset Transfers
Wire Transfers
Check Processing
ACH Processing
Account Maintenance
Transaction Processing
Financial Documentation
Customer relationship management (CRM)
Team collaboration
Attention to detail
Microsoft windows and office
Customer service
Problem-solving
Complaint handling
Data entry
Call center experience
Highly professional
Incoming call management
Account documentation
Teller transactions
Debt management
Timeline
Customer Support Specialist (Contract)
Prodware Solutions
11.2025 - 07.2026Read More
Online Banking Representative (Contract)
Cognizant Technology Solutions
10.2024 - 01.2025Read More
Asset Transfer Operations
Charles Schwab
05.2022 - 07.2024Read More
Asset Transfer Operations (Contract)
TD Ameritrade
10.2021 - 05.2022Read More
Customer Service Representative (Contract)
Cognosante
03.2021 - 08.2021Read More
Mortgage Loan Processor
Cornerstone Staffing
09.2020 - 02.2021Read More
Title Processor
Bank of the West
03.2020 - 08.2020Read More
Loan Servicing Specialist
Nelnet
08.2019 - 12.2019Read More
Guest Services Representative / Cashier
Target
04.2018 - 07.2019Read More
Customer Service Representative
The One Stop Shop
04.2017 - 10.2017Read More
Collections Agent
Alorica (Toyota Financial Services)
08.2016 - 01.2017Read More
Blair High School
High School Diploma
Read More