Ariana Keams
Phoenix
Summary
Results-driven customer support professional with over 7 years of experience in resolving complex financial issues for clients. Possesses a strong understanding of banking regulations and compliance, consistently adhering to security protocols to ensure client trust and safety. Proficient in managing specialized tasks efficiently, leveraging advanced skills in banking software and programs such as MSP, Vita, Caddie, and Manheim to enhance operational effectiveness. Committed to delivering exceptional service while maintaining a focus on compliance and client satisfaction.
Overview
9
9
years of professional experience
Work History
Sr Specialist I/Impounds
Jp Morgan Chase
07.2023 - Current
- Executed recovery of collateral following protocols and worked with tow yards and clients for location of the vehicle.
- Documented account updates and recovery statuses using software systems.
- Utilized different systems such as Manheim, Copart, and iaa to find information on vehicles location and value to determine equity.
- Assigned and prioritized accounts for repossession based on delinquency status or hard criteria such as risk of auctioning
- Maintained discretionary times with QA passing scores for regulatory and policy&procedures.
- Provided exceptional customer service and maintained strong relationships with clients on the recovery process.
Auto Collections Specialist
Jp Morgan Chase
07.2022 - 07.2023
- Utilized dialer system to receive inbound and outbound calls at high volume for customers delinquent auto accounts.
- Arranged for debt repayment or establish repayment schedules based on customers financial situation.
- Processed payments via debit and/or check by phone.
- Maintained discretionary times with QA passing scores for regulatory and policy and procedures.
- Educated customer on possible repossession action and risks if they remain delinquent.
Client Care Specialist
Jp Morgan Chase
03.2020 - 08.2021
- Carried a pipeline of government (FHA/VA) loans from initial approval until final underwriting approval.
- Guided customer throughout the loan process and requested documentation and client conditions within a timely manner.
- Facilitated communication between loan officer, underwriters, title and closing team etc for efficient execution of the loan process.
- Maintained CSAT of 100% & met production monthly goals for loans funding each month.
- Scheduled appointments for closings and discussed final terms with customer while ensuring closing package is sent out to signing notary on time.
Maintenance Dispatcher
Facility Source
04.2019 - 02.2020
- Completed 30+ calls per day and processed maintenance requests for 30+ clients throughout the U.S.
- Point of contact for scheduling service requests and follow up for statuses of repairs.
- Communicated thoroughly with technicians, service providers and customers on maintenance requests and gathered necessary information needed for work orders.
- Use of accurate data entry & fast typing skills of 50 wpm.
- Maintained adherence and conformance by staying in 95% or higher.
Customer Support Specialist
Jp Morgan Chase
02.2017 - 02.2019
- Received inbound calls from homeowners and 3rd parties such as realtors, attorneys etc regarding the status of their short sale and/or educating them on the process.
- Maintained a broad understanding of different investor guidelines for SS and knowledge of MSP, Equator and LenderLive.
- Helped customers find a better alternative to losing their homes (foreclosure) by educating them on Chase’s options for mortgage assistance.
- Helped implement power points and presentations for team meetings regarding statistics and company numbers (policy review).
- Maintained QA scores and adherence following the job’s expectations.
Education
High School -
Trevor G Browne HS
Phoenix, AZ01.2014
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Glendale Community College
Phoenix, AZSkills
- Analytical thinking
- Critical thinking
- Documentation management
- Customer relations
- Conflict resolution
- Computer proficiency
Qualifications
- 7+ years customer service and/or customer support experience with a focus on resolving client’s financial problems.
- Solid knowledge of banking regulations and compliance matters; adhere to security and compliance procedures.
- Experience in simultaneous processing of requests and information in a fast paced environment.
- Experienced user of Microsoft Office programs.
- Advanced use of Banking Software/Programs: MSP, DW, EQUATOR& Lenderlive, FM Pilot.
Timeline
Sr Specialist I/Impounds
Jp Morgan Chase
07.2023 - Current
Auto Collections Specialist
Jp Morgan Chase
07.2022 - 07.2023
Client Care Specialist
Jp Morgan Chase
03.2020 - 08.2021
Maintenance Dispatcher
Facility Source
04.2019 - 02.2020
Customer Support Specialist
Jp Morgan Chase
02.2017 - 02.2019
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Glendale Community College
High School -
Trevor G Browne HS