Megan Rater
Bedford,TX
Summary
Dedicated Customer Service professional of over 15 years of experiance with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
Work History
Customer Relationship Advocate
Fidelity Investments
02.2023 - 10.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Exhibited high energy and professionalism when dealing with clients and staff.
Client Liaison
Mortgage Specialist International
08.2020 - 06.2022
- Completed administrative tasks such as receiving and processing documents, submitting credits/refunds and distributing correspondence.
- Developed and updated tracking spreadsheets using Excel.
- Maintained and managed customer files and databases to ensure to meet clients satisfaction and requirements.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Submit bids to FHA, FNMA, FHLMC.
- Review approvals from FHA, FNMA, FHLMC.
- Assigned special projects for completion.
Client Liaison Supervisor
Mortgage Specialist International
04.2015 - 05.2020
- Managed the flow of accounts to ensure that client requirements and expectations were being met by our processors and vendors.
- Generated, Reviewed, and Provided weekly reports to the clients, tracking the legal status, the number of dollars collected, and any other information as requested by clients on their accounts.
- Assisted staff with financial options, service choices and array of support for our clients based on their needs.
- Prepared for quarterly audits performed by clients.
- Assisted the client with the review of problem accounts.
- Responsible for immediately implementing any changes in procedures made by clients.
QC Billing Team Lead
Mortgage Specialist International
04.2011 - 05.2020
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Researched and resolved billing discrepancies to enable accurate billing.
- Monitored customer accounts to identify and rectify billing issues.
- Provided excellent customer service, developing and maintaining client relationships.
- Worked with multiple departments to check proper billing information.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Implemented project management techniques to overcome obstacles and increase team productivity.
QC Billing Processor
Mortgage Specialist International
09.2007 - 04.2011
- Maintained contact with customers to research billing questions and furnish copies of support documentation.
- Set up customer accounts in company billing system to accurately send bills and apply payments received.
- Researched and resolved routine billing questions and discrepancies and escalated non-standard issues to higher level personnel.
- Review vendor results timely in order to process work orders.
- Adhere to established work order quotas as directed by manager.
- Manage and prioritize caseload as necessary.
- Perform analysis and summary for management.
- Report findings and communicate results effectively.
Education
High School Diploma -
L.D Bell High School
Hurst, TX05.2006
Skills
- Effective Communication
- Product Knowledge
- Interpersonal Skills
- Written Communication
- Critical Thinking
- Time Management
- Decision Making
- Attention to Detail
- Analytical Skills
- Relationship Building
Timeline
Customer Relationship Advocate
Fidelity Investments
02.2023 - 10.2023
Client Liaison
Mortgage Specialist International
08.2020 - 06.2022
Client Liaison Supervisor
Mortgage Specialist International
04.2015 - 05.2020
QC Billing Team Lead
Mortgage Specialist International
04.2011 - 05.2020
QC Billing Processor
Mortgage Specialist International
09.2007 - 04.2011
High School Diploma -
L.D Bell High School
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