Olga Hickman
Jacksonville,FL
Summary
Professional client service professional with strong foundation in customer relations and data analysis. Adept at resolving complex issues, optimizing processes, and enhancing client satisfaction through effective communication and problem-solving. Strong emphasis on collaboration, adaptability, and achieving impactful results. Skilled in CRM systems, data interpretation, and report generation. Reliable team player known for flexibility and consistent performance in fast-paced environments.
Overview
12
12
years of professional experience
Work History
Client Services Analyst
Deutsche Bank
11.2022 - Current
- Analyzed client data to identify trends and improve service delivery
- Developed and maintained comprehensive documentation for client interactions
- Collaborated with cross-functional teams to enhance client experience initiatives
- Implemented process improvements resulting in increased operational efficiency
- Conducted thorough research to provide data-driven recommendations for improving client services.
- Managed multiple client accounts, delivering tailored solutions to meet specific needs
- Participated in regular meetings with team members to discuss progress, challenges, and best practices in client service management.
- Developed strong relationships with clients through exceptional communication skills and personalized service.
- Maintained confidentiality of sensitive client information, adhering strictly to company policies regarding privacy protection.
- Demonstrated adaptability by quickly learning new software programs and industry-specific regulations to better serve clients'' needs.
- Improved client satisfaction by providing timely and accurate responses to inquiries.
Analyst
Mphasis
02.2019 - 07.2022
- Examined deeds, deeds of trust, liens, judgments, and easements.
- Analyzed chain of title and prepared reports outlining title-related matters.
- Evaluated documents to determine property ownership.
- Processed and maintained title files, implementing security measures to protect data.
- Collected, organized, and logged paperwork from field to coordinate efficient closings.
- Copied and summarized recorded documents such as mortgages, trust deeds and contracts affecting property titles.
- Reported on discovered encumbrances and outlined required corrective actions to clear titles.
- Prepared and issued title commitments and title insurance policies based on information compiled from title searches.
- Determined realistic closing dates and scheduled proceedings.
- Produced disclosures and disbursements for closings.
- Shared findings with attorneys or client representatives with detailed reports.
- Performed title searches, ordered reports, and obtained clearance documents.
- Maintained regular communications with clients to discuss and resolve issues.
- Reviewed and verified borrowers' income, credit reports, property appraisals and supplemental information to prepare documents for underwriting.
- Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Supported loan officiant and underwriter teams by ensuring timely, judicious, and accurate loan processing.
- Maintained fast-paced schedule by consistently providing satisfactory application approval turnaround times.
- Created and completed loan submission packages.
- Managed conditions sent from underwriting departments.
- Maintained complete confidentiality of submitted information according to release guidelines.
- Organized loan files, updated databases, prepared general correspondence and communicated with stakeholders.
- Filed completed packages quickly and efficiently.
- Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
- Evaluated financial statements and contacted institutions and customers to clarify details.
- Completed closing process by collaborating with attorneys, title companies and government clerks.
- Checked approvals against established bank and government lending standards.
- Obtained repeat business by building strong customer relations and delivering world-class customer service.
- Upheld compliance with privacy and security requirements, as well as federal statutes covering VA loans.
- Determined completeness of CPC packages, including recovery documentation, legal fees, valuations, and lien searches.
- Conducted site visits and issued reports for closed and originating loans.
Fraud Analyst
Citibank
05.2017 - 02.2019
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Identified fraud patterns and anomalies through analysis of large quantities of data.
- Communicated with customers and company personnel, utilizing active listening and interpersonal skills.
- Input information regarding fraud investigations into detailed reports for submission to clients.
- Determined existing fraud trends by analyzing accounts and transaction patterns.
- Scrutinized incidents in which insurance or credit card fraud was alleged to have occurred.
- Coordinated investigations with specialized units in insurance and law enforcement agencies.
Customer service
Apex
01.2014 - 05.2017
- Answering inbound and making outbound calls
- Helping Customers with complains and questions
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Responding promptly to customer inquiries.
- Communicating and coordinating with colleagues as necessary.
- Ensure customer satisfaction and provide professional customer support.
Education
High School Diploma -
Ridgeline High School
Nampa, IDCollege Associate - Business Technology
Centennial Job Corps
Nampa, IDSkills
- Title examination
- Research and analysis
- Title deeds
- Reporting and document management
- Excellent researching abilities
- Computer skills
- Decision-making
- MS Office
- Work ethic
- Report preparation
- Team building
- Relationship building
- Objections and exceptions
- Document retrieval surveys
- Data analysis proficiency
- Client onboarding
- Complaint handling
- Account management
- Teamwork
- Active listening
- Effective communication
- Money handling
- Verbal and written communication
- Problem resolution
- Microsoft office
- Data entry
- Task prioritization
- Self motivation
- MS office
Timeline
Client Services Analyst
Deutsche Bank
11.2022 - Current
Analyst
Mphasis
02.2019 - 07.2022
Fraud Analyst
Citibank
05.2017 - 02.2019
Customer service
Apex
01.2014 - 05.2017
College Associate - Business Technology
Centennial Job Corps
High School Diploma -
Ridgeline High School