Charmaine Martin
Student
- Role
- Resolution Specialist at First Citizens Bank
- Location
- Raleigh, NC, US
- LinkedIn followers
- 500 followers
Experience
Resolution Specialist
Jan 2024 — Present
January 2024 – Present • Resolution Support: serve as a liaison between the branch and clients; contacts past due clients and accepts phone calls from clients; working an average of 20.08 calls per hour (cph) out of 15 cph goal • Client Service: act as a first point of contact to account holders by advising account holders of their account status, negotiating and accepting payments, and routing calls and accounts to the correct department o Works credit card, auto loans, unsecured and secured loans, and real estate accounts o Accurately input and process debit or checking/routing payments o Advises clients of potential repayment plans and options • Operational Support: documents all accounts worked according to quality control standards, utilizes the correct coding system and routinely submits account maintenance requests; spent an average of 7.91% doing after call work - out of 13 % goal • Procedural: multitask by navigating multiple systems while on the phone with clients: Cacs, ALS, Host, Sagent, FDR. Ensures bank procedures and policies are followed at all times
Education
Fayetteville State University
Bachelor of Business Administration (B.B.A.)
2005 — 2011
Skills
- Healthcare
- Microsoft Office
- Sales
- Restaurant Management
- Social Influence
- Administrative Assistance
- Recruiting
- Restaurants
- E-Recruitment
- Budgeting
- Hiring
- Retail Sales
- Training & Development
- Marketing
- Strategic Planning
- Temporary Placement
- Catering Sales
- Microsoft Word
- Team Leadership
- Decision Making
- Cold Calling
- Sourcing
- Appointment Scheduling
- Decision Support
- Internet Recruiting
- Influence Others
- Teamwork
- Microsoft Excel
- Meeting Planning
- Organization Skills
- Healthcare Staffing
- Communication
- Customer Satisfaction
- Applicant Tracking Systems
- Customer Service
- Creativity Skills
- Problem Solving
- Microsoft Powerpoint
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