Pamela Rosborough-Wilson
Stonewall,LA
Summary
Hardworking, energetic, and reliable Customer Service Professional with 22 years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high-volume environments. Smoothly manage workflow and optimize team strengths to meet service quotas.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Assistant Branch Manager and MLO
1st Franklin Financial
05.2021 - Current
- Trained and developed new team members in alignment with branch service standards and objectives.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Demonstrated knowledge of branch financial products and loans.
- Coached and developed branch staff by offering constructive feedback and training opportunities.
- Directed promotion and brand loyalty efforts to build direct relationships with customers.
- Reviewed credit applications for risk factors and credit worthiness.
- Updated borrowers through each step of loan application, approval and closing processes while remaining attentive to customer needs.
- Worked with underwriters to fix application problems and resolve issues.
- Explained different types of loans pertaining to client situations.
- Prepared documents for customers, submitting and overseeing through each step of closing process.
- Interviewed applicants to assess loan requirements before suggesting offers.
- Collected information from banks, institutions and employers to assess applicant eligibility.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Checked loan documents for accuracy prior to closing.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Fielded customer complaints and provided solutions.
- Reviewed loan files and updated to match current standards.
Founder Co Owner
P&C Motor Line LLC
10.2013 - Current
- Responsible for handling the fundamental aspects of the business financial record keeping; including recording financial transactions, managing accounts payable and receivable, reconciling bank statement, and completing annual tax forms
Senior Assistant Manager
Security Finance
05.2014 - 05.2021
- Maintained thorough, accurate and compliant records for internal and regulatory audits.
- Answered calls and responded to inquiries from various parties, using strong active listening and open-ended questioning skills to resolve problems.
- Ensuring prompt completion of loan application
- Achieving account gain through proven loan judgment and effective customer solicitation
- Performed collection activities on delinquent accounts, by both written and verbal communications
- Maintained cash drawer accuracy and security
- Handled office deposits and maintained checkbook accuracy
- Providing exceptional customer service
- Handled bankruptcy, credit dispute cases, and debt consolidation accounts
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
Insurance Specialist
Security Plan Life Insurance
02.2013 - 05.2014
- Served as subject matter expert for non-standard coverage questions, property damage
- Stayed current on industry trends and changes and participated in professional development opportunities to strengthen product and service knowledge.
- Managed denials, late payments, extensions and other special circumstances by following up with relevant parties.
- Closed sales on new policies by presenting insurance options to customers accurately and efficiently.
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
- Ensured that all patient and insurance data was updated regularly and carefully inputted into the company's computer system.
- Examined claims, records and procedures to grant approval of coverage.
- Instructed clients on amounts covered under benefits plans in easy-to-understand terminology
- Manager over 300+ policyholder's
Insurance Specialist
Union National Life Insurance
05.2011 - 02.2013
- Investigated and compared insurance policies, including fire, homeowners, personal line, liability and commercial coverage.
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
- Fostered relationships with customers to expand customer base and enhance loyalty and retention.
- Examined claims, records and procedures to grant approval of coverage.
- Analyzed insurance organizational structures, business and intermediaries; studied basic documents, including common clauses, policies and insurance contracts.
- Closed sales on new policies by presenting insurance options to customers accurately and efficiently.
- Stayed current on industry trends and changes and participated in professional development opportunities to strengthen product and service knowledge.
- Instructed clients on amounts covered under benefits plans in easy-to-understand terminology.
- Managed denials, late payments, extensions and other special circumstances by following up with relevant parties.
- Manager over 250+ policyholder's
District Manager
CPI Corp
11.2003 - 03.2012
- Maximized all eight studies revenue by optimizing daily operations.
- Audited locations sales performance and data trends to improve underperforming areas.
- Oversaw store merchandising, brand exposure and product availability.
- Prepared locations for audits by analyzing marketing and inventory reports.
- Addressed customer complaints quickly to drive satisfaction and adjusted operational strategies to reduce issues.
- Mentioned team members by demonstrating best practices for sales and customer service.
- Prepared the schedules, Handled all interviews, training and reviewed performance for each associates
Education
Certification - Dialysis Technology
Southern University At Shreveport
Shreveport, LASome College (No Degree) - Radiologic Technology
Southern University At Shreveport
Shreveport, LACertification - Massage Therapy
Blue Cliff College - Shreveport
Shreveport, LASkills
- Budgeting skills
- Sales orientation
- Operations management
- Time management
- Team building and motivation
- Employee scheduling
- Sound judgment
- Inventory control
- Goal setting
- Advertising and marketing
- Communication skills
- Calm under pressure
- Data review
- Complex problem solving
- Recruiting and Hiring
- Supervision and training
- Customer experiences
- Computer-savvy
- Proficient in MS Office, Quickbooks, and Graphics software
- Professional Photographer
- Excellent multitasker
- Financial administration
- Profit and Loss Reporting
- Account Retention
- Business Development
- Sales Expertise
- Cash Handling
- Team Development
- Staff Development
- Staff Management
- Audit Preparation
- Account Management
Certification
- Licensed Mortgage Loan Originator NMLS#2418953 - May 2023-Present
- Licensed Life,Health& Accident License #537839 - April 2013-Present
Timeline
Assistant Branch Manager and MLO
1st Franklin Financial
05.2021 - Current
Senior Assistant Manager
Security Finance
05.2014 - 05.2021
Founder Co Owner
P&C Motor Line LLC
10.2013 - Current
Insurance Specialist
Security Plan Life Insurance
02.2013 - 05.2014
Insurance Specialist
Union National Life Insurance
05.2011 - 02.2013
District Manager
CPI Corp
11.2003 - 03.2012
Certification - Dialysis Technology
Southern University At Shreveport
Some College (No Degree) - Radiologic Technology
Southern University At Shreveport
Certification - Massage Therapy
Blue Cliff College - Shreveport
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