Patricia Jackson
Dallas,TX
Summary
Proven to enhance customer satisfaction and streamline transaction processes, I bring a history of success from roles like Loan Processor at USAA. Skilled in Microsoft Office and adept at problem-solving, I consistently improve efficiency and foster client trust, achieving a notable increase in repeat business.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Special Point of Contact
Service Mac
04.2022 - Current
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Explained very technical financial information to applicants in easy to understand language.
Customer Service Representative
Home Point Financial
03.2020 - 04.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Auto Processor
Kelly Services
01.2019 - 03.2020
- Interacted regularly with peers and management to pursue continuous improvement of facility operations and promote teamwork-focused environment.
- Supported team members in their tasks, contributing to overall team success.
- Entered data into computer tracking system and filed paperwork according to procedures.
- Increased productivity by effectively managing workload and prioritizing tasks.
- Assisted colleagues as needed, fostering a positive work environment based on teamwork and mutual supportiveness.
- Demonstrated flexibility when adapting to new processes or guidelines while maintaining consistently high levels of productivity.
Insurance Processor
Kelly Services/Allstate Contractor
03.2015 - 03.2016
- Discussed liability with claimant carriers and negotiated final settlements
- Settled damage disputes with at fault carriers who accept liability
- Evaluated incoming files for final course of action such as arbitration or ligation
- Received faxes and legal documents
- Helped to locate missing files
- Catastrophe team/Ladder Assist Department
- Communicating with customers by phone and scheduling appointments for the adjusters to inspect the damages to vehicles
- Xactanalysis uploading POL and FNOL( policy and first notice of loss)
- Eagleview ordering (Policy and First Notice of Loss)
Initial Loss Reporting Associate
Statefarm Insurance
03.2015 - 03.2016
- Provided essential support during peak claim volume periods by effectively managing workload and staying organized under pressure.
- Upheld company reputation for exceptional customer service by consistently treating policyholders with respect, empathy, and professionalism during the initial loss reporting process.
- Demonstrated strong attention to detail when gathering necessary documentation from policyholders to substantiate reported losses or damages sustained.
- Improved overall customer satisfaction by addressing concerns promptly and professionally during the initial loss reporting process.
Digital Customer Care Agent
Kohls Corporation
07.2014 - 02.2015
- Enhanced customer satisfaction by efficiently addressing and resolving digital inquiries.
- Stayed informed on latest product updates and policies to provide accurate information to customers during inquiries.
- Exceeded performance metrics in resolution timeframes while maintaining high levels of satisfaction among clients receiving digital support services.
Loan Processor
USAA
11.2012 - 03.2013
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Collaborated with other departments including sales, underwriting, legal teams for seamless coordination during the entire loan cycle process.
- Improved loan processing efficiency by streamlining documentation and communication procedures.
- Promoted a positive work environment through effective communication skills and teamwork initiatives.
- Increased customer satisfaction with timely responses to inquiries and providing thorough explanations of loan processes.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
Loan Modification Specialist
Wingspan Portfolio Advisors
04.2011 - 10.2012
- Maintained compliance with industry regulations by staying up-to-date on relevant laws, guidelines, and reporting requirements.
- Streamlined application processes for faster turnaround times, effectively managing multiple cases simultaneously.
- Collaborated closely with other departments such as collections or loss mitigation to ensure smooth transitions for clients undergoing the modification process.
- Developed strong relationships with clients, fostering trust and rapport that facilitated successful negotiations between parties involved in loan modifications.
- Listened to customers in actively to assess issues and provide accurate information.
- Documented customer concerns and inquiry resolutions in internal computer system.
Mortgage Default Specialist
Chase Bank
07.2009 - 04.2011
- Managed a diverse caseload of delinquent loans, prioritizing cases based on urgency and risk level to minimize losses.
- Streamlined the foreclosure process by managing timelines, coordinating with legal teams, and ensuring compliance with regulations.
- Negotiated mutually beneficial workout solutions with borrowers, including loan modifications, forbearance agreements, and short sales.
- Determined the reason for delinquency, followed up
- Interviewed clients by telephone or in-person to gather financial information.
- Contacted major credit bureaus to obtain copies of files and discuss specific entries.
Conflict Resolution Specialist
CitiFinancial
09.2007 - 07.2009
- Answered calls
- Process Payments
- Set up Payment Programs
- Assisted customers with financial hardships
Legal Assistant
Small Business Administration
03.2006 - 01.2007
- Scheduled appointments, for borrowers after natural disasters.
- Relocation Disbursements
- Federal Expressed loan documents to to disaster relief centers
Receptionist
H & R Block Tax Services
01.2006 - 03.2006
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
Education
Associate of Applied Science -
Dallas Community College
Dallas, TX12.2024
Skills
- Reliability and punctuality
- Transaction Processing
- Customer Engagement
- Microsoft Office
- Customer Transactions
- Payment Processing
- Data entry proficiency
- Payment Collection
- Building rapport
- Customer Service
- Problem-Solving
Certification
- Accounting Clerk Certificate,
- Accounting Assistant Certificate
Timeline
Special Point of Contact
Service Mac
04.2022 - Current
Customer Service Representative
Home Point Financial
03.2020 - 04.2022
Auto Processor
Kelly Services
01.2019 - 03.2020
Insurance Processor
Kelly Services/Allstate Contractor
03.2015 - 03.2016
Initial Loss Reporting Associate
Statefarm Insurance
03.2015 - 03.2016
Digital Customer Care Agent
Kohls Corporation
07.2014 - 02.2015
Loan Processor
USAA
11.2012 - 03.2013
Loan Modification Specialist
Wingspan Portfolio Advisors
04.2011 - 10.2012
Mortgage Default Specialist
Chase Bank
07.2009 - 04.2011
Conflict Resolution Specialist
CitiFinancial
09.2007 - 07.2009
Legal Assistant
Small Business Administration
03.2006 - 01.2007
Receptionist
H & R Block Tax Services
01.2006 - 03.2006
Associate of Applied Science -
Dallas Community College
- Accounting Clerk Certificate,
- Accounting Assistant Certificate
Similar Profiles
Keenan ParkerKeenan Parker
Property Preservation Specialist at Service Mac LLCProperty Preservation Specialist at Service Mac LLC
Keith LinderbeckKeith Linderbeck
Assistant Store Manager at Mac Daddy Sales And ServiceAssistant Store Manager at Mac Daddy Sales And Service
Michael PaolinoMichael Paolino
Account Specialist at Mac Contracting of SI Inc / Mac ConcreteAccount Specialist at Mac Contracting of SI Inc / Mac Concrete