Kayla Mayes
Kinston
Summary
Customer Service Representative with expertise in banking and health insurance. Specializes in building client relationships, resolving complex issues, and delivering tailored financial solutions. Strong communication, multitasking, and time management skills contribute to team success and organizational goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Sales Service Representative
First Citizens Bank
Kinston
09.2024 - Current
- Assisted clients in navigating banking products and services effectively.
- Educated customers on digital banking tools and features comprehensively.
- Ensured compliance with banking regulations and internal policies consistently.
- Identified customer needs and developed solutions to meet those needs.
- Prepared loan files for underwriting review and approval processes.
- Coordinated with real estate agents, appraisers, and title companies as needed.
- Submitted loan applications to underwriting department for review and approval process.
- Processed customer transactions accurately and efficiently.
- Handled cash and balanced cash drawers daily.
- Adhered to all bank policies and security procedures consistently.
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Balanced cash drawers on a daily basis.
- Maintained confidentiality of all customer records and information according to company policies.
- Built and maintained client relationships through quality, personalized interactions.
Personal Loan Specialist
OneMain Financial
KINSTON
12.2021 - 09.2024
- Reviewed client documentation and contracts for discrepancies and mistakes.
- Updated client account information and records in company databases.
- Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Verified client financial information to determine creditworthiness and loan eligibility.
- Informed customers of loan application requirements and deadlines.
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
- Assessed feasibility of loan approval by reviewing financial histories, available credit and current employment.
- Met with applicants to obtain information for loan applications and answer questions about processes.
- Developed loan contracts and explained contract terms to clients.
- Set up debt payment plans based on client credit, income and assets.
Customer Service Representative
TTEC
Kinston
04.2020 - 11.2021
- Analyze data.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Documented conversations with customers to track requests, problems and solutions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Fielded inbound calls from customers inquiring about alternative insurance options to generate sales opportunities.
- Analyzed clients' needs and financial situations to customize insurance policies for individual necessity.
- Offered patients information and assistance navigating insurance coverage.
Cashier/Customer Service
Walmart
Kinston
07.2017 - 11.2019
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
- Processed credit card, EBT and gift certificate payments in electronic computer systems.
- Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
- Greeted customers promptly and responded to questions.
- Maintained work area and kept cash drawer organized.
Education
High School Diploma -
North Lenoir High School
La Grange, NC06.2017
Skills
- Conflict mediation
- Call Center Operations
- Customer relations
- Microsoft Office expertise
- Inbound and Outbound Calling
- Loan File Review
- Loan Processing Coordination
- Credit History Review
- Problem Solving
- Product Education
- Application Review
- Financial Analysis
- Pipeline management
- Fraud prevention
- Money handling
- Income Evaluation
- Multitasking and Prioritization
- Database Management
- Documentation and Recordkeeping
- File Organization
- Data Entry
- Time Management
Certification
- Health Insurance License - 2021
- Notary Public - 2022
Timeline
Senior Sales Service Representative
First Citizens Bank
09.2024 - Current
Personal Loan Specialist
OneMain Financial
12.2021 - 09.2024
Customer Service Representative
TTEC
04.2020 - 11.2021
Cashier/Customer Service
Walmart
07.2017 - 11.2019
High School Diploma -
North Lenoir High School