Tracy Norris
Whiteville
Summary
I am a personable and dedicated customer service representative with extensive experience in the Tech/ Financial Banking industry. I'm a solid team player with a positive attitude and proven skill in establishing rapport with clients. I am motivated to maintain customer satisfaction and contribute to company success. I am a articulate, enthusiastic and results-oriented person with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Meticulousness in documenting issues, following procedures, and resolving problems accurately. I am proficient in Microsoft Windows, Apple macOS, Google Android and Apple iOS. I have experiencing using Quickbooks, Quicken, Sales Force and Microsoft Office.
Overview
11
11
years of professional experience
Work History
Commercial Loan Specialist II
BB&T Bank now Truist
03.2022 - Current
- Responsibilities include receiving workflow items, retrieving account information, meeting production and quality goals, consulting on complex issues, and developing positive communication with peers and clients.
- Reviewed and analyzed loan applications to ensure compliance with bank policies and procedures.
- Verified collateral documentation prior to closing of loans.
- Maintained a comprehensive knowledge of current banking regulations related to commercial lending activities.
- Collaborated with internal departments such as Credit Administration, Risk Management, Legal, Compliance, Accounting, Finance and Operations in order to streamline processes.
- Recommended loan terms, conditions and collateral position consistent with client request and associated loan risks and set clear and realistic expectations with clients.
- Created financial analysis reports of commercial real estate, borrowers' financial statements, lease reviews and market research.
- Reviewed client documentation and contracts for discrepancies and mistakes.
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
Collections Representative II
BB&T now Truist Financial
06.2017 - 03.2022
- Serviced delinquent accounts according to collection strategies, processed payments, provided customer service, and documented collection efforts.
- Contacted customers to discuss and resolve past due accounts.
- Negotiated repayment terms with customers in accordance with company policy.
- Analyzed customer financial statements to determine payment plans.
- Developed strategies to increase the effectiveness of collections efforts.
- Collaborated with other departments to resolve disputes in a timely manner.
- Followed up on promises made by customers regarding payments or settlements.
- Performed other duties as assigned by supervisor or manager.
- Handled irate customers smoothly to achieve performance targets.
- Upheld privacy and security requirements for customer information.
- Used effective questioning techniques to clarify why debtors were delinquent.
Customer Service
Startek
06.2016 - 06.2017
- Worked in three lines of business including telemarketing for Cox Communications, healthcare for Kaiser Permanente, and credit verification for Experian Credit.
- Answered customer inquiries over the phone and through email.
- Provided customers with product information and resolved their issues in a timely manner.
- Assisted customers in navigating the website, placing orders, and completing payments.
- Monitored customer feedback to identify areas of improvement in services or products offered by the company.
- Provided technical support to assist customers with troubleshooting software or hardware problems.
- Handled cash transactions accurately according to established policies and procedures.
- Scheduled appointments for customers who need assistance with product installation or repair.
- Ensured all customer service standards are met at all times.
- Attended training sessions regularly to stay updated on new products or services offered by the company.
Assistant Mgr
Roses Flooring And Furniture
11.2014 - 06.2016
- Maintained responsibilities such as running the store, creating schedules, data entry, loading/unloading furniture, and managing finance and layaway departments.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Created reports on sales trends, inventory levels, and financial data.
- Implemented new procedures or systems to improve efficiency within the organization.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
Education
Some College (No Degree) - Business Administration And Management
South Eastern Community College
High School Diploma -
South Columbus High School
Tabor City, NC06.2013
Skills
- Documentation Review
- Loan Servicing
- Portfolio Management
- Reviewing credit information
- Checking applications
- Attention to Detail
- Service excellence
- Troubleshooting and support services
- Account updating
- Complaint resolution
- Accurate data entry
- Payment Processing
- Sales expertise
- Customer Support
- Collections process improvement
- Collections regulatory guidelines
- Delinquent account management
- Repayment negotiations
- Calendar Management
- Payroll Processing
- Schedule Management
- Project Scheduling
- Timesheet Management
- Documentation And Reporting
- Recruiting and interviewing
- Employee Scheduling
- Sales Reporting
- Marketing knowledge
- Policy administration
- Team motivation
Timeline
Commercial Loan Specialist II
BB&T Bank now Truist
03.2022 - Current
Collections Representative II
BB&T now Truist Financial
06.2017 - 03.2022
Customer Service
Startek
06.2016 - 06.2017
Assistant Mgr
Roses Flooring And Furniture
11.2014 - 06.2016
High School Diploma -
South Columbus High School
Some College (No Degree) - Business Administration And Management
South Eastern Community College
Additionalinformation - Keyqualifications
- Providing excellent customer service.
- Making sales, and making sure I do everything necessary to get the job done right.
- Able to get along with anyone in a Business Environment.
- Always reliable, and very dependable.
- Processing Card/ Setting ACH payments.
- Strives to do best at any given task.
- Submitting files into databases, and resetting online accounts.
- Data Entry.
- Navigating clients through website to make payments.
- Giving clear detailed information on client loans and payoff information.
- Prepares and submits timely and accurate loan files.
- Accomplishes bank mission by completing related results as needed.
Answer service calls or emails of increasing complexity regarding eMoney applications as they progress through training, relying on resources when needed
Competently answer questions and resolves customer issues
Escalate complex issues to tier two teams when necessary
Stay up to date on system releases, new features, bugs
Maintain high levels of call quality and professionalism
Meet efficiency standards set forth by the company
Personal Information
Work Permit: Authorized to work in the US for any employer
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