NIMOTA OMOWUNMI REYNOLDS

• Coordinated home lending accounts to provide strategic solutions for mortgage payments and loan terms.
• Conducted skip tracing and account research to resolve discrepancies and identify overdue payments.
• Utilized Salesforce CRM to track customer interactions and loan progress, ensuring compliance with bank standards.
• Coordinate with internal departments to address escalated issues, ensuring timely resolutions and maintaining high customer satisfaction

• Oversaw remote collections activities for delinquent accounts, achieving high recovery rates and ensuring regulatory compliance.
• Applied skip tracing techniques to locate challenging debtors, improving collection rates and minimizing account aging.
• Negotiated payment plans and settlements with clients, resulting in reduced write-offs and strengthened client relationships.
• Provided billing support by processing payments and recording account notes in Salesforce for accurate tracking.
• Resolved customer inquiries regarding accounts, demonstrating strong customer service skills and offering tailored solutions.

Delivered exceptional customer service in high-volume remote call center, addressing inquiries on billing and service details.

• Processed claims and addressed customer complaints while providing detailed product information.
• Utilized Salesforce to log interactions, track issues, and ensure timely follow-up on tasks.
• Assisted in claim initiation and investigation, contributing to faster resolution times and improved client satisfaction.
• Excelled in meeting performance targets for call resolution, customer satisfaction, and data entry accuracy.
• Built rapport with customers to resolve inbound calls efficiently in fast-paced environment.
• Identified services and solutions by processing payments, updating information, and verifying third-party coverage.
• Provided first-call resolution and routed customers to appropriate channels for issue resolution.