Phoenix Monroe
Fayetteville,NC
Summary
Proven achiever with a background at Janus Capital Group, adept in financial analysis and risk assessment. Excelled in multitasking and professionalism, enhancing loan processing efficiency and client trust. Demonstrated conflict resolution prowess, significantly improving customer loyalty and operational productivity. Manages high-volume loan paperwork in dynamic environments with high production, approval and customer relations targets. Expertise includes reviewing and validating personal, employment and financial histories for each applicant. Self-motivated and reliable with excellent teamwork, problem-solving and organizational skills.
Overview
13
13
years of professional experience
Work History
Consumer Loan Processor
Janus Capital Group
Remote
03.2019 - Current
- Kept up-to-date with industry trends and regulatory changes, adapting processes as needed for continued success.
- Developed strong relationships with clients, fostering trust and loyalty to retain business longterm.
- Reduced loan processing time with effective communication between departments and clients.
- Enhanced loan processing efficiency by streamlining documentation and application procedures.
- Managed a high volume of loan applications, prioritizing tasks efficiently to meet deadlines consistently.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Set up and completed loan submission packages.
- Provided quick turnaround times to maintain fast-past schedule.
- Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
Account Manager, Preferred Accounts
T-Mobile
Birmingham, AL
01.2015 - 03.2019
- Identified potential fraudulent activity, implementing security measures to protect customer accounts.
- Trained new team members on company procedures, systems, and best practices for delivering excellent customer service in the financial sector.
- Demonstrated flexibility and adaptability, seamlessly transitioning between different roles within the customer financial services team as needed.
- Educated customers on available products and services, tailoring recommendations based on individual needs and preferences.
- Advanced department goals by consistently meeting or exceeding performance metrics related to productivity quality assurance standards.
- Developed rapport with customers, fostering loyalty and repeat business.
- Provided support during high call volume periods, maintaining professionalism under pressure.
- Reduced delinquencies with proactive communication and payment plan negotiations.
Customer Service Representative
TeleTech Holdings
Birmingham, AL
06.2011 - 01.2015
- 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 constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
Bachelor of Science - Business Administration And Management
WGU
REMOTE05.2026
High School Diploma -
Minor High School
Adamsville, AL05.2003
Skills
- Multitasking efficiency
- Risk Assessment Capabilities
- Loan Closing Procedures
- Professionalism and Ethics
- Conflict resolution techniques
- Financial analysis proficiency
- Decision-Making Competence
Timeline
Consumer Loan Processor
Janus Capital Group
03.2019 - Current
Account Manager, Preferred Accounts
T-Mobile
01.2015 - 03.2019
Customer Service Representative
TeleTech Holdings
06.2011 - 01.2015
Bachelor of Science - Business Administration And Management
WGU
High School Diploma -
Minor High School