Natasha Dennis
Greensboro
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses in both office and virtual environments.
Overview
14
14
years of professional experience
Work History
Virtual Customer Service Associate II - 401k Plans
FIS Global (T. Rowe Price Contractor)
05.2024 - 03.2025
- Servicing retirement plan providers and participants with questions and concerns about their plan(s). Including but not limited to transactions such a withdrawals, rollovers, and stock/bond exchanges.
- Portfolio building, tax documents, and any other general account maintenance regarding their retirement plan
- Strengthened relationships with key clients by providing personalized attention and addressing their unique needs proactively.
- Trained new personnel regarding company operations, policies and services.
- Managed high call volumes while maintaining a professional and friendly demeanor towards customers.
- Maintained detailed records of customer interactions, ensuring proper follow-up actions were taken when needed.
Senior Credit Assistant Specialist (Hybrid)
Bank of America
08.2022 - 01.2024
- Servicing calls from delinquent or high-risk account holders to secure payment and determine the reason for delinquency on active or inactive loans
- Negotiation of repayment plans on outstanding debt that benefit both the client and lender
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Taking payments and handling anything in regards to the payment process, billing, and statements and resolving complex issues
- Documenting and submitting all complaints
- Meeting monthly performance metrics
Consumer Account Security & Fraud Claims
Truist
06.2021 - 05.2022
- Responsible for incoming calls for routine and complex inquiries regarding products, procedures, systems or policies for new and existing clients
- Uncover opportunities for banking solutions for clients expressed and unexpressed needs. Banking solutions could include changing of account types, the opening of new accounts such as demand deposits, credit cards, balance transfers, new loans/lines of credit, mortgage & refinance referrals, and other banking services
- Filing claims, canceling debit/credit cards, closing/freezing accounts due to suspected or confirmed fraudulent activity and assisting clients on next steps
Senior Loan Servicing Specialist
Truist
09.2019 - 01.2021
- Executing various loan servicing activities, including monetary processing, loan maintenance, payoff statements, and loan research for HELOCS, Auto, Physician and Personal loans
- Negotiated workout arrangements with delinquent borrowers to minimize losses and maintain positive client relationships.
- Managing the administrative aspects of the loan from the time the funds are disbursed until the loan is completely paid off
- Maintaining satisfactory sales and performance metrics
- Keep records of customer interactions while updating personal, demographic and payment information as needed
- Upselling to offer other services that may be beneficial to the customer
Customer Service & Licensed Health Insurance Agent
UnitedHealthcare/OPTUM
09.2013 - 08.2015
- Selling Medicare Supplement Plans, Hospital Indemnity Plans and Medicare Part D Prescription Drug Plans insured by UnitedHealthcare
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Educated prospective clients on the benefits of various health insurance options, effectively matching them with suitable plans that met their unique needs.
- Managed a diverse portfolio of health insurance accounts while consistently meeting sales targets and exceeding performance expectations.
- Assisted clients in understanding complex insurance policies, ensuring they made informed decisions when selecting coverage options.
Mortgage Loan Processor
PHH Mortgage
10.2010 - 07.2011
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
- Handled any conditions sent from underwriting departments.
- Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, data entry, and client communication.
- Maintained accurate records of loan processing activities and documents in CRM system.
- Improved overall organizational efficiency by maintaining accurate electronic files of all mortgage-related documents within company databases.
Education
Bachelor of Science - Information Technology
Greensboro Technical Community College
Greensboro, NC06-2027
High School Diploma -
Abington Senior High School
Abington, PA06-1999
Skills
- Attention to detail
- Customer account management
- Multitasking Abilities
- Calm and professional under pressure
- Reliability
- Computer skills
- Customer service excellence
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Problem resolution
- Relationship building
- Microsoft office
- Self motivation
- Customer relationship management (CRM)
Timeline
Virtual Customer Service Associate II - 401k Plans
FIS Global (T. Rowe Price Contractor)
05.2024 - 03.2025
Senior Credit Assistant Specialist (Hybrid)
Bank of America
08.2022 - 01.2024
Consumer Account Security & Fraud Claims
Truist
06.2021 - 05.2022
Senior Loan Servicing Specialist
Truist
09.2019 - 01.2021
Customer Service & Licensed Health Insurance Agent
UnitedHealthcare/OPTUM
09.2013 - 08.2015
Mortgage Loan Processor
PHH Mortgage
10.2010 - 07.2011
Bachelor of Science - Information Technology
Greensboro Technical Community College
High School Diploma -
Abington Senior High School
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