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Backoffice Specialist II Home Equity Line of Credit (Research)

I am an aspiring Graphic Designer with an extensive background in Customer Service. My experience in Customer Service includes; frontline customer interaction, order processing, leadership, technical support and backoffice research/adjustments. From a design standpoint; I am proficient in Adobe Photoshop, Illustrator and InDesign and have experience in apparel and product design. In addition, I have a great eye for design and attention to detail.

I am looking for a position where I can utilize my passion for design to create and deliver high quality work that appeals to a target demographic, as well as contribute to the success of a company/team by providing proven focus on customer service.

•Research and respond promptly to requests and inquiries concerning ALS HELOC, LOC and Business LOC accounts through multiple channels (Email, Correspondence, Vector, CREW)
•Selected as 1 of 2 associates within the department assigned to working the CSRD Cust Serv email queue; responsible for assisting business partners with any and all escalated requests pertaining to the servicing of accounts belonging to high priority clientele (U.S. Trust/Merrill Lynch) within the ALS platform
•Analytically research and identify account errors and conduct appropriate account maintenance to resolve issue at hand
•Create and maintain productive working relationships with co-workers, business partners, managers and executives
•Managed risk by staying up-to-date and complying with current policies and procedures
•Versed in all aspects of the department allowing seamless assistance to any channel where the business need exists
•Ensure all items assigned to me are completed within the given Service Level Agreement for that request/inquiry
•Exceed in daily productivity numbers in all areas tracked

•Oversaw a team of up to 15 agents, focusing on adherence, time management and productivity while monitoring calls to ensure call quality
•Ensured client satisfaction by assisting with customer escalations as well as standard customer service calls when needed
•Raised awareness to refined policies and procedures by facilitating bimonthly team meetings 
•Increased employee productivity by playing an active role in day to day coaching and refresher training sessions in conjunction with tracking overall coaching trends for team members
•Designed and distributed reports on a scheduled basis, using Microsoft Excel, for team member’s statistics in all areas such as adherence, call totals/averages and quality assurance
•Seamlessly adapted to many changes during a course of constant growth for a start-up company

Customer Service Supervisor

•Ensured client satisfaction regarding customer credit card accounts by taking inbound calls assisting with any and all inquires pertaining to Nordstrom’s credit based products
•Provided support to all retail locations across the United States with any and all inquires relating to Nordstrom’s credit based products.
•Assigned to be 1 of 10 representatives responsible for assisting customers with online account management
•Provided floor support to lower tiered CSR’s on a daily basis and worked closely with supervisors to monitor productivity
•Worked with all three major credit bureaus in setting up new client accounts and processing potential client credit applications

Customer Service Representative

Find out detailed information about Matthew Newbrough, Backoffice Specialist II Home Equity Line of Credit (Research) in Riverside, CA

Matthew Newbrough: Backoffice Specialist II Home Equity Line of Credit (Research) in Riverside, CA

Matthew Newbrough

Bank of America Corporation – Home Loans Division

GreatCall Inc.

Nordstrom