Shelby Talera

Communication skills (verbal and written)

active listening

CRM software (e.g., Salesforce, Finastra)

Time management

• Conflict resolution

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
• Handled customer inquiries and suggestions courteously and professionally
• Verify and change account information, process and forward documentation requests to various internal departments, perform and request research on tax and insurance issues, process loan payments, resolve and explain billing issues, and verify tax and insurance disbursements
• Submit requests to initiate, correct, or resolve issues of payments, tax and hazard insurance, escrow accounts, purged loan information requests, loan payoff requests, transfer and conversion, and general research on lien releases
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
• Took payment information and other pertinent information such as addresses and phone numbers to place orders
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues
• Processed various transactions with accuracy and according to bank standards and legal requirements
• Assisted customers with navigating bank systems, completing transactions and opening or closing accounts

• Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes
• Built strong relationships with internal and external candidates to ensure an excellent hiring experience
• Advertised job opportunities on social media platforms and job boards
• Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume
• Coordinated schedules to arrange management interviews with applicants
• Evaluated strengths and weaknesses of candidates through effective screening processes

• Completed clerical tasks such as filing, copying, and distributing mail
• Interacted with customers by phone, email, or in-person to provide information
• Maintained and updated office records, both digital and physical
• Welcomed office visitors and alerted staff to arrivals of scheduled appointments
• Managed daily data entry and kept clerical information accurate and up-to-date
• Scheduled appointments for interviews
• Organized, filed and faxed documents