JUDY KEE
Charlotte
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the financial service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction. Articulate, energetic and results-oriented with exemplary passion for developing relationships and cultivating partnerships.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Care Consultant Licensed
TIAA
04.2019 - Current
- Provided first-contact resolution whenever possible by utilizing extensive product knowledge and problem-solving skills.
- Navigated multiple computer systems and applications to find information.
- Investigated and resolved customer inquiries and complaints quickly.
- Demonstrated empathy towards customers'' needs while simultaneously adhering to company policies and guidelines.
- Provide financial counseling to beneficiaries of plan participants regarding their options.
Financial Services Consultant
TIAA
11.2016 - Current
- Strengthened and maintained client relationships increasing retention rates.
- Maintained a high level of confidentiality when handling sensitive client information, adhering to strict data security protocols at all times.
- Responding to inquires via inbound calls from retirement plan participants. Completing transactional requests and promote online services.
- Handle unresolved calls, delivering appropriate information or referring to the appropriate business unit.
Client Service Representative
Morgan Stanley
09.2015 - 06.2016
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Described product highlights and benefits to help guide purchasing decisions.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Introduced clients to available online resources and services to increase convenience.
- Support Cash Management products and services, online client support, mobile application .
Risk Operations Analyst
JPMorgan Chase
09.2013 - 06.2015
- Produced and filed reports as needed to inform senior management of current online transactions.
- Saved $1M by uncovering fraudulent activities that addressed long-standing problems.
- Maximized revenue by providing quality control measures.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Perform account activity review and approval of risky transactions.
- Follow procedures and action plan to reduce exposure on suspicious items.
- Open fraud or loss cases as necessary.
- Achieve excellence award for quality consistency.
Sr Operations Specialist -Foreclosure Remediation
JPMorgan Chase
06.2011 - 09.2013
- Processed legal orders for accounts including levies, and subpoenas.
- Prepare judgment figures on affidavits, verify foreclosure information for accuracy and notarized affidavits submitted for processing.
- Update LPSD system reflecting document completion.
- Collect supporting documentation to validate claimable expenses.
- Review systems for outstanding advances or disbursements for items eligible to be claimed with investors.
- Communicate status with liaisons, business partners, paralegals and attorneys to resolve problems.
Online Banking Specialist II
PNC Bank
01.2006 - 01.2011
- Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
- Identified customer desires and goals through needs-based sales tactics.
- Opened new accounts and made changes to existing accounts.
- Investigated and resolved account issues by offering applicable options to customers.
- Awarded top quarterly performer 3rd quarter of 2011, trained and coached newer team members.
Education
Bachelor of Science - Business Administration
Franklin University
Columbus, OHSkills
- Complaint resolution
- Sales expertise
- Time management
- Multitasking
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Relationship building
- Project management
- Attention to detail
Certification
- Licensed Life & Health
- Series 6 & 63
Timeline
Customer Care Consultant Licensed
TIAA
04.2019 - Current
Financial Services Consultant
TIAA
11.2016 - Current
Client Service Representative
Morgan Stanley
09.2015 - 06.2016
Risk Operations Analyst
JPMorgan Chase
09.2013 - 06.2015
Sr Operations Specialist -Foreclosure Remediation
JPMorgan Chase
06.2011 - 09.2013
Online Banking Specialist II
PNC Bank
01.2006 - 01.2011
Bachelor of Science - Business Administration
Franklin University
Licensure
Life and Health
Series 6 & 63
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