Megan Smith
Hillsboro,OHIO
Summary
Driven Collections Single Point of Contact with experience in default accounts. Well-versed in standard procedures, policies and regulations with attention to detail. Flexible with focus and commitment to hardships.
Overview
12
12
years of professional experience
Work History
Collections Single Point of Contact
Northpointe Bank
01.2021 - Current
- Providing customer service for inbound/outbound calls for delinquent accounts in a professional empathic manner.
- Being thorough on the phone asking sensitive/detailed information.
- Liaison for Collections and Loss mitigation department. Occasionally for customer service.
- Balancing heavy work volumes while actively communicating with borrowers and work team.
- Working daily repayment plan reports and weekly forbearance plan reports.
- Experienced in SAGENT, TEMPO, Microsoft word, powerpoint, excel, teams, outlook mail, Unity Client, and Ring Max.
- Knowledge of investor guidelines and waterfall process.
- Explain the meaning of partial claim, deferral, modification documents, repayment plan, trial plan, hardship application.
- Staying up to date on outside/inside resources to assist a borrower in an active hardship.
- Providing the correct requests/updates to the correct departments.
- Staying ready and being adaptive to change of work flow OR policies.
- Handling escalated calls and having the ability to deescalate.
- Discuss breech and foreclosure letters, incomplete/complete letters, closure letters.
- Providing deadlines for borrowers.
Personal Banker
Fifth Third Bank
11.2020 - 01.2021
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Trained to assist customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Promoted financial products by maintaining excellent service offering knowledge.
- Cross-sold bank products and services to meet customer needs and provide options.
- Presenting the branch in a professional welcoming manner
- Following the Bancorp Code of Business Conduct
Homeowners Assistant Customer Service Specialist
Fifth Third Bank
12.2019 - 11.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to update contact information.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Recognized by the CEO for intaking the most calls when the disaster COVID-19 came into affect.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Handled customer inquiries and suggestions courteously and professionally.
- Experience using ACE, SAGENT, microsoft word,excel, mitel, etc.
Property Preservation Updater
MJ Hall Real Estate Investments
10.2019 - 12.2019
- Knowledge of proper work order protocols
- Familiar with property sites
- Ensuring all documents are provided with work orders prior to submitting
- data entry
Server
Alley 21 Neighborhood Bar And Grille
03.2017 - 11.2018
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Bussed and reset tables to keep dining room and work areas clean.
Server
Chop House
10.2013 - 05.2015
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Bussed and reset tables to keep dining room and work areas clean.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving spirits.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
Cashier
McDonald's
07.2012 - 10.2013
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise in front lanes.
Cashier - Customer Service
TJ Maxx
07.2011 - 02.2013
- Resolved customer complaints and maintained clean and tidy checkout area.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer service goals and exceeded customer expectations.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Processed customer orders and accurately handled payment transactions.
- Answered product questions using knowledge of sales and store promotions.
- Utilized POS system to handle customer cash and credit card transactions.
- Redeemed coupons to discount purchases.
- Performed cash, card and check transactions to complete customer purchases.
Education
Bachelor of Science -
Hillsboro, OHHigh School Diploma -
Miamisburg High School
Miamisburg, OH05.2011
High School Diploma -
Miami Valley Career Technology Center
Clayton, OH05.2011
Skills
- Prioritization
- Document control
- Microsoft PowerPoint
- Microsoft Word
- Proofreading
- Microsoft Internet Explorer
- Microsoft Excel
- Time Management
- Refund Processing
- Customer Consulting
- Corrective actions
- Maintain support
Timeline
Collections Single Point of Contact
Northpointe Bank
01.2021 - Current
Personal Banker
Fifth Third Bank
11.2020 - 01.2021
Homeowners Assistant Customer Service Specialist
Fifth Third Bank
12.2019 - 11.2020
Property Preservation Updater
MJ Hall Real Estate Investments
10.2019 - 12.2019
Server
Alley 21 Neighborhood Bar And Grille
03.2017 - 11.2018
Server
Chop House
10.2013 - 05.2015
Cashier
McDonald's
07.2012 - 10.2013
Cashier - Customer Service
TJ Maxx
07.2011 - 02.2013
Bachelor of Science -
High School Diploma -
Miamisburg High School
High School Diploma -
Miami Valley Career Technology Center
Similar Profiles
Korbin MaxwellKorbin Maxwell
Underwriter II at Northpointe BankUnderwriter II at Northpointe Bank
Cheryl PratherCheryl Prather
Sr. Loan Processor - (Layoff) at Northpointe BankSr. Loan Processor - (Layoff) at Northpointe Bank
Noemi SorianoNoemi Soriano
Loan Servicing Specialist at Northpointe BankLoan Servicing Specialist at Northpointe Bank