TIANI MAXIM
Delran,NJ
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Member Service Representative II
First Harvest Credit Union
01.2023 - Current
- Thorough knowledge of credit union services, policies and procedures
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Verified customer identification and documentation for compliant transactions.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
AR CREDIT/COLLECTIONS SPECIALIST
J&J Snack Foods
06.2022 - 02.2023
- Used effective questioning techniques to clarify why debtors were delinquent
- Entered customers' financial status information into system
- Notified customers of delinquent accounts with attempt to collect outstanding amounts
- Requested financial documents from customers
- Reviewed customer financial data to ascertain the level of risk involved in extending credit
- Assessed customer credit files regularly to review receivables
- Developed comprehensive reports on collection activities, enabling management to make informed decisions regarding credit policies and procedures.
- Created and maintained databases on activity conducted in accounts.
- Developed a comprehensive understanding of financial statements, enhancing opportunities to assess risk
- Collected and organized information for entry, prioritizing entries to increase efficiency
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals
- Received payment and posted to appropriate customer accounts
- Met demands of busy collections group by performing a high volume of daily calls
- Located and monitored overdue accounts using the billing system to begin the collections process.
CUSTOMER CARE REPRESENTATIVE II
Archwell Solutions (Freedom Mortgage)
02.2022 - 11.2022
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints
- Researched resolutions, contacted necessary departments
- Kept customer and system account information accurate and current to support timely resolutions for concerns
- Identified and corrected data entry errors to prevent duplication across systems
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Verified confidential or private client information in adherence to state and federal laws.
- Managed high call volume with exceptional professionalism and efficiency.
MORTGAGE SPECIALIST
Cenlar FSB
08.2021 - 02.2022
- Verified income of borrower and gathered credit information
- Processed payments over the phone and set up recurring drafts
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals
- Secured payments by following up with customers who disregarded the promise to pay
- Reviewed accounts to determine payment plan compliance
- Met demands of busy collections group by performing a high volume of daily calls
- Prioritized accounts based on the total amount owed and credit bureau reports
- Educated customers on actions and strategies for debt repayment
- Worked with customers to put together plans focused on retaining property ownership
- Provided information about different property liquidation options
- Contacted borrowers to assess reasons for default, individual intents, and options for resolving issues.
Education
Bachelor of Science - Sociology And Anthropology
The Lincoln University
Oxford, PA05.2018
Highschool diploma - Field of Study – Health Occupations
Burlington County Institute Of Technology- Medford
06.2013
Skills
- Customer Service
- Financial Transactions
- Work Planning and Prioritization
- Coaching and Mentoring
- Documentation And Reporting
- Dispute Resolution
- Account Management
- Escalation Handling
- Policy understanding
- Critical Thinking Skills
- Follow-up skills
- Records Maintenance
- Case Management
- Appointment Scheduling
- Microsoft Office
- Scheduling appointments
- Attention to Detail
- Teamwork and Collaboration
- Problem-Solving
- Analytical Thinking
- Goal Setting
- Overseeing Daily Activities
Certification
- Previous CNA/HHA certification holder
- Certificate in Integrative Mental Health
Timeline
Member Service Representative II
First Harvest Credit Union
01.2023 - Current
AR CREDIT/COLLECTIONS SPECIALIST
J&J Snack Foods
06.2022 - 02.2023
CUSTOMER CARE REPRESENTATIVE II
Archwell Solutions (Freedom Mortgage)
02.2022 - 11.2022
MORTGAGE SPECIALIST
Cenlar FSB
08.2021 - 02.2022
Bachelor of Science - Sociology And Anthropology
The Lincoln University
Highschool diploma - Field of Study – Health Occupations
Burlington County Institute Of Technology- Medford
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