Raymond Swinton
Charlotte,NC
Summary
Customer Service professional with over 20 years of experience in the Finance, Claims and Client Service industry. Specializes in building strong rapport with customers based on knowledge, professionalism, and integrity. Areas of expertise include Claims, Retirement and Mortgage Refinance. Enhanced knowledge and skills gained through continuing education opportunities.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Retirement Services Representative
LPL Financial
11.2022 - 03.2024
- Developed strong relationships with financial advisors, partnering together to devise tailored retirement strategies for their clients.
- Enhanced client satisfaction by providing efficient and accurate retirement services support.
- Identified opportunities for process improvement within the department, resulting in reduced errors and increased overall efficiency.
- Collaborated with cross-functional teams to ensure timely delivery of retirement plan information and updates.
- Supported clients during annual enrollment periods by promptly addressing questions and concerns about their retirement options.
- Educated clients on financial topics and best practices.
Financial Services Representative
Vanguard
02.2022 - 08.2022
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
- Maintained up-to-date knowledge of industry regulations, trends, and best practices to provide informed advice to clients.
- Enhanced customer relationships with personalized service and addressing individual concerns promptly.
- Advised clients on retirement planning options such as IRAs or annuities based on individual goals.
- Assisted clients in navigating complex financial situations, offering solutions that met their unique needs.
Cashier/Customer Service
HARRIS TEETER
09.2016 - 01.2022
- Assist in store customers by delivering company branded service for grocery purchases and savings education.
- Performed as both a Cashier and Front Desk Client Service Representative.
- Performed duties as Price coordinator.
- On occasion assisted stock department with loading and unloading delivery trucks and setting up POS displays for sale items each week.
- Recognized as “HT Hero” in June of 2017 for Outstanding Customer Service.
- Awarded gift cards multiple months consecutively for Outstanding Community and Customer Service.
Fraud and Claims Ops Specialist II
Wells Fargo Bank
09.2018 - 12.2020
- From the Claims Assistance Center helped customers resolve Fraud and Non-Fraud related disputes utilizing claims processes, investigative procedures and acting as arbitrator for unresolved customer/merchant claims.
- Issued appropriate credit or debits in line with Reg E and Visa compliance policies.
- Achieved all department metrics and adherence requirements in a call center-based environment.
- Effectively used programs such as: SALESFORCE, CIV, DAT, FDR and VISA to properly authenticate clients and process claims work.
- Ranked in top 2% for quality in claim work for 15 consecutive months.
- Responsible for saving company millions of dollars per quarter with investigative processes.
- Received multiple “Shared Success Award” recognition for exceptional service based on customer feedback and claim work quality.
Senior Fraud Representative
SYNCHRONY FINANCIAL
10.2015 - 05.2017
- Serviced Synchrony Bank Customers in Fraud Detection and Prevention
- Utilized multitasking skills in a fast paced, high volume inbound call center environment while providing credit applicants with safe and efficient methods in the credit approval process
- Provided Fraud education to credit applicants and assisted other Risk Management divisions of the bank with critical data necessary in fraud mitigation
- Possess strong knowledge of Innovis, LexisNexis, Verid, EPort and Trans Union verification programs
- Consistently achieved above average scores in Department Metrics, Bank Compliance, Quality and Adherence
- Recognized multiple times by management as a ‘Shining Star’ and ‘Rising Star’ performer through “Synchrony Star” Awards Program
- Received over 300 scores of 100% for quality (top 1% on my team).
Team Lead/Sales Advisor
CONVERGYS
03.2014 - 05.2015
- Managed 15 CSR’s and trained new hires in a heavy inbound call center
- Responsible for tracking department stats and metrics to maintain and improve quality and productivity
- Promoted to New Hire Trainer after 3 months, then to Team Lead (Supervisor) after 9 months
- Provided team leadership to accomplish department goals and monitor workflow
- When required to be on the phones: Achieved consistent customer satisfaction by delivering ‘world class support for ONSTAR customers
- Activated and sold safety (HFC minutes) and convenience services (4G LTE data) while educating customers on service usage and benefits
- Consistently ranked in the top 1% in sales and quality and was recognized as a company honored “Bluebloods” performer for quality and production 9 months in a row.
Mortgage Analyst
RELIANCE FIRST CAPITAL
08.2012 - 01.2014
- As a Licensed Mortgage Originator, I handled outbound lead source and trigger lead clients from Lending Tree, Military.com, etc., to originate mortgage purchases and refinancing up to and including prequalification appraisal, closing and funding
- Provided education to consumers on the mortgage process as well as on money management and debt reduction through financing
- Well versed in all mortgage products including: Conventional, FHA, FHA Streamline, VA IRRRL, HELOC and HARP 2.0 Loans
- Consistently closed 4 to 5 units with minimum average at least $1.5 million in volume per month
- Achieved “Top Gun” award for most units (8) and loan volume ($2.6 million) for month of July 2013
- Received professional mortgage training from respected industry pioneer Dale Vermillion.
Customer Care Representative
CPI SECURITY
08.2011 - 02.2012
- Assisted retail and commercial customers with technical and post installation support on security systems
- Performed account maintenance to process payments, set up payment options and update client information
- Performed inventory and asset reconciliation for accounting and Technical Support Dept
- Introduced new sales and marketing ideas which resulted in 25% increase in sales over the previous quarter
- Became Top Sales Representative within 2 months and promoted from Quality Assurance to Customer Care Representative
- Contributed ideas for new campaign, “Customers for Life”, a customer retention initiative designed to retain exiting or dissatisfied customers by ‘soft-selling’ value added products.
Performance Manager
RED VENTURES
10.2009 - 06.2011
- Managed and trained 20 sales agents, improving customer service ratings and sales performance of veteran and newly hired agents
- Overall sales and key metrics saw a 47% increase with continued growth
- Promoted from Customer Service Agent to Sr
- Service Agent within 4 months of employment
- Promoted from Sr
- Service Agent to Performance Manager 6 months later
- Created special Customer Sales support team called the, “Elite Eight” designed around the top 8 closers from the company
- My teamwork and leadership abilities were used to improve productivity in phone response time and sales which launched a new product with an outside vendor that was impressed with the sales results
- Consistently (over 12-month period) ranked in top 5% of all service agents in sales conversion and response time (47.5% or better) on all products
- Received numerous awards and recognition as one of Red Ventures top performing agents.
Education
Bachelor of Fine Arts - Communication Arts
NEW YORK INSTITUTE of TECHNOLOGY
Skills
- Retirement planning
- Cross-Selling Products
- Client Relationship Building
- Attention to Detail
Nmls
884521
Qualificationsandrelatedskills
- Proven decision making/problem solving skills as a Claims Arbitrator in merchant and fraud disputes.
- PC experience includes Word, Excel, Outlook, PowerPoint and accurate typing of 55 wpm.
- Well versed in most financial and business related claim processing systems; HOGAN, DAT, VISA, etc.
- Acquired the FINRA Securities Industry Exam Licensee (SIE); for both the Series 7 and 63 exams.
- Ability to work in a fast paced environment with little to no supervision; possesses valid driver’s license.
Certification
SIE; Securities Industry Exam; allows Series 7, 6 and 63 licenses to be taken.
Timeline
Retirement Services Representative
LPL Financial
11.2022 - 03.2024
Financial Services Representative
Vanguard
02.2022 - 08.2022
Fraud and Claims Ops Specialist II
Wells Fargo Bank
09.2018 - 12.2020
Cashier/Customer Service
HARRIS TEETER
09.2016 - 01.2022
Senior Fraud Representative
SYNCHRONY FINANCIAL
10.2015 - 05.2017
Team Lead/Sales Advisor
CONVERGYS
03.2014 - 05.2015
Mortgage Analyst
RELIANCE FIRST CAPITAL
08.2012 - 01.2014
Customer Care Representative
CPI SECURITY
08.2011 - 02.2012
Performance Manager
RED VENTURES
10.2009 - 06.2011
Bachelor of Fine Arts - Communication Arts
NEW YORK INSTITUTE of TECHNOLOGY
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