Open To Work
Mona Merical
Delivery driver/customer service
Des Moines,IA
Summary
Enhanced customer satisfaction by addressing concerns of both irate and satisfied consumers, fostering loyalty and trust.
Overview
15
15
years of professional experience
Work History
BANKRUPTCY SPECIALIST 1
Wells Fargo Financial
04.2017 - 04.2019
- Review bankruptcy cases to ensure accounts are handled in compliance with appropriate bankruptcy rules and company guidelines, such as National Servicing Standards Ensure that the new filings are coded correctly, in the correct queues and routed appropriately so that consecutive departments have what is needed to continue the process
- Analyze court documents for bankruptcy claims Research financial information for people who have filed for bankruptcy Train new and current team members on the bankruptcy notification process Consistently exceed daily goals by using creative strategies and leadership skills.
HOME PRESERVATION SPECIALIST 1
Wells Fargo
08.2015 - 04.2017
- Serves as the single point of contact to borrowers and/or agencies whose loans are delinquent or at high risk for delinquency Recommend solutions to maintain home ownership including HAMP, proprietary modifications, repayment plans
- If modification options are not possible, discuss liquidation options including short sales, deed in lieu, etc
- Responsible for analyzing the borrower's financial situation and making recommendations on loan modifications workout options to resolve delinquency Identify, maintain, track and log requested documentation for loan modification review Communicate with borrowers and/or agencies of loan modification decision, current status, options, timelines, coordination touch points, and borrower obligations through the process Customer advocate who is focused on providing the best possible care and solution to customers' needs Assist customers from multiple departments and provide phone assistance for borrowers.
LEAD TELLER
Wells Fargo
09.2014 - 08.2015
- Processing transactions for withdrawals, deposits
- Provided coaching and mentoring to new tellers.
- Identified sales opportunities and referred customers to branch partners in financial services
- Executed customer transactions, including deposits, withdrawals, money orders and checks
- Provided high level of customer service.
Teller
Wells Fargo
09.2013 - 04.2014
- Completed highly accurate, high-volume money counts via both manual and machine- driven approaches
- Accessed computerized financial information to answer questions related to specific accounts
- Assisted customers and remained poised and professional even in high-stress situations and when dealing with irate individuals
- Checked amount details and fraud markers for transaction papers such as checks and money orders.
Education
Bachelors - Human Services
Kaplan University
Urbandale, Iowa05-2012
Associate's - Business Administration
Kaplan University
Urbandale, Iowa05-2011
Skills
Effective customer communication
- Written and verbal communication
- Legal research
- Data entry
- Documentation processing
- Telephone etiquette
- Loan modifications
- Foreclosure prevention
- Debtor education
- Bankrupt accounts assessments
- Bankruptcy software proficiency
- Monitoring plans
- Bankruptcy court interactions
- Customer service
- Problem-solving
- Problem-solving abilities
- Reliability
- Excellent communication
- Effective communication
- Adaptability and flexibility
- Counseling techniques
- Relationship building
- Interpersonal skills
- Task prioritization
- Client relationship management
- Analytical thinking
- Conflict resolution
- Professionalism
- Payment processing
- Continuous improvement
- Professional demeanor
- Client education
- Customer education
- Analytical skills
Data entry
Letters and documentation
Regulatory assurance
Email and phone etiquette
Bankrupt accounts assessments
Legal documentation and reporting
Superb legal research skills
Understands confidentiality
Training & Development
Claims review
Written and verbal communication
Legal research
Legal writing
Personal Information
CUSTOMER SERVICE EXCELLANCE AWARD , While in Home Preservation, I was nominated for and won the CSEA. My manager was impressed with the way I handled people, especially the upset customers. The process can be overwhelming with everything required, daunting to be exact. I use real world experiences to guide me in seeing things through their eyes with sympathy and empathy in an effort to come to a beneficial conclusion.
Quote
Evil is boring. Cynicism is pointless. Fear is a bad habit. Despair is lazy. Hopelessness is self-indulgent. On the other hand: Joy is fascinating. Love is an act of heroic genius. Pleasure is our birthright. Chronic ecstasy is a learnable skill.
Rob Brezsny
Timeline
BANKRUPTCY SPECIALIST 1
Wells Fargo Financial
04.2017 - 04.2019
HOME PRESERVATION SPECIALIST 1
Wells Fargo
08.2015 - 04.2017
LEAD TELLER
Wells Fargo
09.2014 - 08.2015
Teller
Wells Fargo
09.2013 - 04.2014
Bachelors - Human Services
Kaplan University
Associate's - Business Administration
Kaplan University