Susan Grigar
Peoria,AZ
Summary
Detail-oriented professional with experience in loan processing and customer communication, skilled in compliance awareness and decision-making. Demonstrates a strong problem-solving aptitude and ability to manage multiple tasks efficiently. Eager to leverage expertise in a new role to enhance team success and customer satisfaction.
Overview
44
44
years of professional experience
Work History
Collections Agent
Discover Financial Services, DFS
Phoenix, AZ
10.2025 - Current
- **Communicated payment options and account information effectively to delinquent customers via phone.**
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- **Educated customers on credit policies, repayment plans, and potential impacts of non-payment proactively.**
- Maintained high volume of calls and met demands of busy and productive group.
Home Loans Closing Specialist
Discover Home Loan
Phoenix, AZ
02.2024 - Current
- Highly organized and details oriented Closing Agent with 2 years of experience in Loan Closing.
- Assisted Borrowers in setting up closing for their new loans.
- Handled Outbound and Inbound phone calls along with emails from the borrowers that needed assistance with their questions.
Collection/CAR
Discover Financial Services
Phoenix, AZ
01.2023 - 02.2024
- Worked with coworkers to complete tasks.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Responded quickly to meet customer needs and resolve problems.
- Assisted the customer with outbound and inbound calls to get the account current.
Closing Agent Specialist
Rocket Mortgage/Quicken
Phoenix, AZ
11.2020 - 04.2022
- Reviewed mortgage documents for accuracy, which included title obstruct and insurance forms.
- Prepared all paperwork for loan package and arranged final closing meeting.
- Worked with underwriters to fix application problems and resolve issues.
- Reviewed loan files and updated to match current standards.
- Answered constant flow of customers calls promptly to avoid on-hold wait times.
- Responded to customer’s requests for products, services and company information.
Customer Service Representative
Discover Financial Services
Phoenix, AZ
02.2005 - 11.2020
- Started in Collection From 2/2005-9/2005 contacted customers that were past due to get the account current it making a payment.
- Moved to Customer Service Department from 9/2005-10/2007 Handled customer’s Complaints and inquires in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Moved to Web Support from 10/2007-11/2020. Assisted customers with the Website. Helped with resetting password and educate them on how to access and navigate through the App and the Website.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer’s needs and resolving concerns.
- Answered over 30 calls a day providing online assistance and also provided assistance through click to chat.
Day Care Provider
Sues Day Care
Carol Stream, IL
05.1999 - 07.2003
- Prepared healthy foods and beverages for children based on optimal dietary guidelines and individual restrictions.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Kept notes of behavior issues, food served and medications administered to children.
- Offered top-notch care to 9 children at once, ranging in age from 6 months to 11 year old.
- Prepared group activities to enhance socialization, communication, and problem-solving skills for children.
- Instructed children in crafts and other activities to promote gross and fine motor skills, including creating paintings, drawings, paper crafts and decorations.
- Developed lessons and activities to promote children’s physical and emotional development.
Receptionist
CMI International
Elmhurst, IL
02.1989 - 05.1999
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Corresponded with clients through email, telephone or postal mail.
- Maintained building security by monitoring logbook and issuing visitor badges.
- Oversaw inventory activities, including materials monitoring, ordering or requisition and supply stocking or re-stocking.
- Welcomed all customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Collected, sorted, distributed and sent mail and packages.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Answered and quickly redirected up to 50 calls per hour.
Office Assistant
Ohmite Mfg. Co
Skokie, IL
04.1982 - 02.1989
- Assisted our sales department with faxing, pricing, filing and processing orders.
Education
No Degree - Word Processing
Truman College
ILHigh School Diploma - undefined
Senn High School
IL05.1983
Skills
- Credit card processing
- Creative problem solving
- Good listening skills
- Compliance awareness
- Decision-making
- Customer communication
- Problem-solving aptitude
LANGUAGES
Arabic - Fluent
Assyrian - Fluent
AWARDS
Won 2 CSE Achievement Award, Firecracker Award
Timeline
Collections Agent
Discover Financial Services, DFS
10.2025 - Current
Home Loans Closing Specialist
Discover Home Loan
02.2024 - Current
Collection/CAR
Discover Financial Services
01.2023 - 02.2024
Closing Agent Specialist
Rocket Mortgage/Quicken
11.2020 - 04.2022
Customer Service Representative
Discover Financial Services
02.2005 - 11.2020
Day Care Provider
Sues Day Care
05.1999 - 07.2003
Receptionist
CMI International
02.1989 - 05.1999
Office Assistant
Ohmite Mfg. Co
04.1982 - 02.1989
No Degree - Word Processing
Truman College
High School Diploma - undefined
Senn High School