Sarah Fournier
Grand Rapids,MI
Summary
Driven Loan professional with strong background in providing conflict resolution. Resourceful in gathering relevant information regarding disputes, providing appropriate documentation and guiding both individuals and groups to reach satisfactory agreements and settle complicated issues
Highly-motivated Loan specialist with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. .
Overview
7
7
years of professional experience
Work History
Disputes Resolution Specialist
Fifth Third Bank
Grand Rapids, MI
04.2023 - Current
- Researched and analyzed customer complaints to determine the root cause of disputes.
- Reviewed and evaluated evidence, documents, and other information related to disputes.
- Drafted letters of explanation for customers regarding dispute resolutions.
Loan Specialist
Northpointe Bank
Grand Rapids, MI
12.2020 - 04.2023
- Verified all documents provided by applicants for accuracy and completeness.
- Analyzed financial statements of clients to assess their ability to repay loans.
- Assisted customers in understanding the terms of their loan agreements and answered any questions they had about them.
- Answered inquiries from customers regarding account balances, payment history and other matters related to their escrows.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Conducted skip-tracing activities to locate delinquent customers.
- Assisted loan officers with the preparation of loan documents and closing packages.
- Input data into loan origination system accurately and timely.
- Answered questions regarding loan status and process from customers, real estate agents, title companies.
IRA Specialist
Fifth Third Bank
Grand Rapids, MI
04.2020 - 12.2020
- Assisted in the processing of IRA contributions, transfers, and distributions.
- Monitored IRA accounts to ensure compliance with Federal regulations.
Disputes Specialist II
Fifth Third Bank
Grand Rapids, MI
04.2019 - 04.2020
- Identified and investigated fraudulent activities, discrepancies and suspicious transactions.
- Analyzed customer data to identify risk factors associated with fraud and disputes.
- Investigated chargebacks and other payment disputes in accordance with company policies and procedures.
Disputes Specialist I
Fifth Third Bank
Grand Rapids, MI
10.2018 - 04.2019
- Researched and analyzed customer complaints to determine the root cause of disputes.
- Reviewed and evaluated evidence, documents, and other information related to disputes.
- Assisted customers with dispute resolution by providing helpful advice on how to resolve their issues.
- Trained new staff members on proper dispute resolution techniques.
Customer Service Representative
Fifth Third Bank
Grand Rapids, MI
03.2017 - 10.2018
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
Some College (No Degree) - Clinical Child Psychology
Grand Rapids Community College
Grand Rapids, MISkills
- Issue Identification
- Maintaining confidentiality
- Legal knowledge
- Client Counseling
- Time Management
- Problem-Solving
- Multitasking
- Effective Communication
- Attention to Detail
- Analytical Thinking
- Interpersonal Skills
Timeline
Disputes Resolution Specialist
Fifth Third Bank
04.2023 - Current
Loan Specialist
Northpointe Bank
12.2020 - 04.2023
IRA Specialist
Fifth Third Bank
04.2020 - 12.2020
Disputes Specialist II
Fifth Third Bank
04.2019 - 04.2020
Disputes Specialist I
Fifth Third Bank
10.2018 - 04.2019
Customer Service Representative
Fifth Third Bank
03.2017 - 10.2018
Some College (No Degree) - Clinical Child Psychology
Grand Rapids Community College
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