Skyra James
Customer Service
Farmington Hills,MI
Summary
A well presented, industrious and highly personable individual who has extensive in-depth experience of the entire banking industry. Ten years of banking/mortgage experience, 17 years of customer service and 5 years of collections. Possessing a huge range of abilities from providing support, being on the front line as a teller, to a call center representative, mortgage collections, collateral collections, and recovery right through to being able to successfully sell the money, credit and products of a bank. Able to gain the trust of customers by interacting with people from all backgrounds. Also having a proven record of contributing to the profitability of previous employers by generating income and revenue growth.
Overview
16
16
years of professional experience
Work History
Fleet Service Agent
American Airlines
Romulus, MI
09.2023 - Current
- Processed paperwork for incoming and outgoing aircrafts.
- Inspected and serviced aircrafts to ensure safety standards.
- Assisted in loading and unloading baggage from aircrafts.
- Performed minor repairs, such as changing tires or refueling planes.
- Maintained accurate records of fuel usage, flight times, maintenance checks.
- Communicated with other departments regarding flight information and schedules.
- Monitored weather conditions and adjusted plans accordingly.
- Operated ground support equipment such as tugs, belt loaders, lavatory trucks.
Mortgage Underwriter
Quicken Loans
Detroit, MI
07.2020 - 02.2023
- Analyzed applicant assets and credit history to determine willingness and capacity to repay proposed mortgage obligation.
- Reviewed and evaluated loan applications and supporting documents.
- Resolved document mistakes and discrepancies and identified signs of fraudulent activity.
- Requested additional information for applications and documents when necessary.
- Supported system administrators for loan origination software by maintaining loan product definitions and specifications.
- Analyzed loan risk and reviewed loan conditions and requirements.
- Updated client account information and records in company databases.
- Collaborated with company teams to expedite loan approval processes.
- Stayed abreast of lending regulations, industry trends and market rates.
CSR II
CMS Energy
Royal Oak, MI
09.2017 - 07.2020
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Set up and activated customer accounts.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Collateral Collection
Community Choice Credit Union
Farmington Hills, MI
03.2016 - 06.2017
- Research regarding unsettled account balance that is completely or partially unpaid
- Ensure follow up by mail and phone to insurance carriers or customers on felonious payments
- Investigate customer's accounts and documents methodically
- Punch all information about collection action of account into billing system
- Resolve inconsistencies and prepare adjustments
- Coordinate collection agency communication
- Answer customer inquiries about account status
- Evaluate claims denied for payment and poorly paid claims
- Verify payment information adjustments to manager
- Collateral repossessions and recovery
- Skip tracing
Mortgage Collections Specialist
Flagstar Bank
Troy, MI
04.2013 - 03.2014
- Maintained well-standing of customer accounts
- Initiated all collection activities (telephonic calls, letters and emails)
- Analyzed accounts receivable information to settle on priority
- Produced standard aging reports
- Analyzed receivables information from aging report
- Monitored and collected on historical due amounts
- Provided customers with financial counseling, and required all customers to do a budget to find out what could be done to resolve delinquency and prevent foreclosure at all cost.
PTM Specialist
Community Choice Credit Union
Farmington Hills, MI
12.2010 - 04.2013
- Process routine account transactions
- Open accounts, including savings and checking
- Balance currency, cash and checks in cash drawer at end of each shift
- Processed online loan applications, checked identification against OFAC to ensure if they were eligible for membership
- Pulled credit reports
- Prepared documentation for loan closings, checked all applications for error before sending to credit analyst for approval
- Responsible for gathering documentation for credit analyst to ensure a speedy approval or denial
- Prepared Adverse Action literature for members who did not qualify for membership
- Responded to all online help desk inquiries.
Teller 1
TCF Bank
Sterling Heights, MI
07.2008 - 12.2010
- Provides account services to customers by receiving deposits and loan payments; cashing checks;
issuing savings withdrawals; recording night and mail deposits; selling cashier's checks, traveler's
checks, and series e bonds; answering questions in person or on telephone; referring to other bank
services. - Records transactions by logging cashier's checks, traveler's checks, and other special services;
preparing currency transaction reports. Cross-sells bank products by answering inquiries; informing
customers of new services and product promotions; ascertaining customers' needs; directing
customers to a branch representative. - Completes special requests by closing accounts; taking orders for checks; opening and closing
Christmas and vacation clubs; exchanging foreign currencies; providing special statements, copies,
and referrals; completing safe-deposit box procedures. - Adhered to financial services security and audit procedures.
- Trained employees on cash drawer operation.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
Sales Associate/Barista
MIMacy's/Starbucks
Troy
12.2008 - 12.2010
- Resolved customer disputes with tact and professionalism
- Managed morning rush of over 50 customers daily with efficient, levelheaded customer service
- Weighed, ground and packed coffee per customer orders
- Updated menu with daily offerings and specials, using personalized artistic touches
- Correctly followed all health, safety and sanitation guidelines
- Developed knowledge of teas, including growing practices and flavor profiles.
Education
High School Diploma - Health Sciences
Cass Technical High School
Detroit, MI06.2005
Some College (No Degree) - Business Administration
Oakland Community College
Bloomfield Hills, MISkills
- Microsoft Word
- Microsoft Office
- Type 65 WPM
- AMP
- Atlas
- MSP
- Adobe Acrobat
- Microsoft Excel
- PowerPoint
- Airline regulations
- DOT policies
- Cargo Loading
- Analytical Skills
Timeline
Fleet Service Agent
American Airlines
09.2023 - Current
Mortgage Underwriter
Quicken Loans
07.2020 - 02.2023
CSR II
CMS Energy
09.2017 - 07.2020
Collateral Collection
Community Choice Credit Union
03.2016 - 06.2017
Mortgage Collections Specialist
Flagstar Bank
04.2013 - 03.2014
PTM Specialist
Community Choice Credit Union
12.2010 - 04.2013
Sales Associate/Barista
MIMacy's/Starbucks
12.2008 - 12.2010
Teller 1
TCF Bank
07.2008 - 12.2010
High School Diploma - Health Sciences
Cass Technical High School
Some College (No Degree) - Business Administration
Oakland Community College