Alyssa Mcgowan
Moreno Valley
Summary
Dynamic customer service professional with extensive banking experience, excelling in fraud detection and payment processing. Proven ability to enhance member satisfaction through effective problem management and communication skills, consistently achieving high service standards and operational efficiency. Committed to delivering results in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Call Center Member Service Representative
La Loma Federal Credit Union
Loma Linda
10.2023 - Current
- Answering a high volume of calls, solving member issues, processing loans, opening CDs, new accounts, and account maintenance, such as updating member contact information, product changes, stop payments, fraud reports, and research requests.
- Documentation of customer interaction.
- Promote and cross-sell other credit union services, such as consumer and mortgage loans, IRAs, debit and credit cards, and online banking.
- Receive mortgage, consumer loan, and other payments, and ensure the payments match the balances due.
- Process daily wires.
- Online technical support.
- Teller transactions, balance the cash drawer at the end of the shift, and compare the totaled amounts to the computer-generated proof sheet.
Operations Banker Support
Pacific Premier Bank
Riverside
12.2022 - 08.2023
- Completing various operations tasks through a ticket-based system.
- Account maintenance (updating customer contact information, stop payments, new account setup, debit card travel alerts, product changes, fraud reports, and research request)
- OnBase document imaging.
- Verifying and processing Daily Wire’s.
- Rate adjustments on various types of money market and CD accounts.
Escrow Assistant /Recorder
Priority Title & Escrow
Temecula
01.2020 - 12.2022
- Execute clerical duties
- Opening orders, inputting closing statements, pre-closing preparation and/or post-closing tasks.
- Analyze deeds and commitments for completion and consistency.
- Prepare documents for submission to the county.
- Complete the document recording process.
Customer Service Representative
Wells Fargo
San Bernardino
02.2017 - 02.2021
- Take inbound and outbound home mortgage calls.
- Preformed escrow analysis, re-amortize mortgage payments, updated tax lines, and insurance premiums.
- Account maintenance, research requests, and payments,
- Online Support.
- Complete Collection calls and resolves delinquent accounts.
Education
Diploma - Medical Assistant
Concorde Career College
San Bernardino, CA07.2011
High School Diploma - General Education
Rancho Verde High School
Moreno Valley, CA06.2006
Skills
- Quality control and compliance
- Financial reporting
- Fraud detection
- Call handling, Call Center
- Bank reconciliation
- Technical support
- Payment processing
- Billing adjustments and refunds
- Cash Handling
- loan processing
- Time management skills
- Typing
- Data entry (10-key)
- QuickBooks
- Microsoft Office proficiency
- Communication skills
- Customer service skills
- Fair housing regulations understanding
- Problem management strategies
- Clerical support
- Data collection techniques
- Organizational skills
- Accounts receivable management
Timeline
Call Center Member Service Representative
La Loma Federal Credit Union
10.2023 - Current
Operations Banker Support
Pacific Premier Bank
12.2022 - 08.2023
Escrow Assistant /Recorder
Priority Title & Escrow
01.2020 - 12.2022
Customer Service Representative
Wells Fargo
02.2017 - 02.2021
Diploma - Medical Assistant
Concorde Career College
High School Diploma - General Education
Rancho Verde High School