Pierre Rogers

• Completed coverage by delivering policies, planning future follow-up conversations and evaluating needs.
• Checked documentation for accuracy and validity on updated systems.
• Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants.
• Prepared documents for underwriting by verifying client income, credit reports and other information.
• Processed loans within various departments to achieve timely, accurate and fair proceedings.
• Reviewed financial statements and contacted institutions and customers to clarify details.
• Handled any conditions sent from underwriting departments.
• Maintained long-term relationships with customers to provide best-in-class customer service.
• Checked packages for appropriate documentation.
• Coordinated closing process with attorneys, title companies and government clerks.

• Assist customers with banking services such as transfer of funds, disputing fraudulent transactions, and reporting fraud or scams.

• Explaining the banks procedures and processes for dealing with customer service inquires and issues and resolving issues with online banking, bill pay inquires, and external transfers to other financial institutions, and to another person’s account.

• Explain and follow the banking process and procedures for documenting customer interactions and completing service requests to minimize customer effort or additional action.

• Apply PNC policies and procedures to perform customer service activities for a broad range of products and services.

• Receives, investigates, and responds to customer inquiries and or complaints regarding products, services, and issues via all channels through which customers are served.

• Providing Mentorship for new hire employees and serve as Anchor to the team lead by coaching the team, running team meetings, making recommendations on how the team can improve, and develop a process for motivating the team.

• Assist with the 1-month new hire training class.

• Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
• Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
• Prepared written opinions or decisions regarding cases.
• Reviewed and analyzed opposing sides of disputes to objectively assess situations from legal perspective.
• Served as team lead for escalations and handle all calls that required tier 2 or supervisor assistance.
• Create escalation training documentation for new hire employees.
• Utilize the oracle system to document the customers issues and complaints.
• Assisting with sales related calls and emails for consumers, mass merchants, and dealers.