Lajja Desai
Manalapan
Summary
More than 3 years of collections and customer service experience with recognized strengths in various financial and banking related account maintenance. Outstanding blend of communication, interpersonal, multitask, attention to detail, problem solving abilities, prioritization, time management, Negotiation and team-building leadership and organizational skills. Displayed a collaborative work approach, adaptability, decisiveness, and initiative, Reputation for integrity, commitment to quality. Acted first call resolutions and created lasting impressions on mind thus maintaining long lasting relations with Clients’ it’s members and Crew with a desire in growth for career enhancement. Well versed in Microsoft Office Suite applications. (Word, Excel, Outlook, Power point, Icloud) Well versed in (Citrix, Salesforce, One Learn, Slack, F5, Crweb, CRM, Learning Management Systems, Fiserv, Collections Temp, One Com3, Empath).
Overview
17
17
years of professional experience
Work History
Customer Care Specialist (Advance Loan Trained)
Fulton bank N.A.
Remote
2022.05 - 2024.03
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Resolved customer issues efficiently by identifying problems, researching solutions, and following up on outcomes.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Identified opportunities for cross-selling or upselling additional products and services when appropriate.
- Kept up-to-date with changing Fulton Bank policies and procedures, systems, product knowledge, and federal banking regulations
Customer Services Representative
Sykes Enterprises
Remote
2020.04 - 2022.12
- Handling Inbound calls assisting members of Teamsters Privileged and Union plus Credit card related queries and concerns
- Receiving calls for pre-approval cards offers and New Union plus/teamsters Privilege for submitting their Applications on the phone
- Receiving calls related to Auto-pay services, payments, cash advances APR, address change, fraudulent activity, lost and stolen report inquiries and attempting to give first act resolution on their financial accounts.
Turbo Tax Specialist
Intuit
Remote
2020.03 - 2020.04
- Assisted callers with tax filing inquiries
- Determined business offerings that the customer does not currently have and make the appropriate sales offer to upgrade and add on to their service
- Always thrived to ensure First Call Resolution and completed Customer Satisfaction
- Acquired Knowledge of Software Company processes and policies
- Build trust and rapport with the customer through clear with respectful interactions on call.
Collector I
Municipal employee credit union (HQ)
2019.08 - 2019.12
- Optimized collections on auto loan accounts while balancing the goodwill of members with the overall business interest of credit union
- Made follow up with inbound/outbound calls on delinquent loan accounts and maintained accurate records on delinquent loan accounts.
Collector I
Mariner Finance (HQ)
2019.11 - 2019.01
- Commenced communications with delinquent debtors when accounts were past due and continue communications through charge-off
- Communicated and coordinated collection of delinquent accounts through third party service providers including collection attorneys and repossession companies
- Strictly comply with the Fair Debt Collection Practices Act, Maryland Debt Collection Act, Privacy provisions of the federal and state laws, Confidential Financial Record law of the State of Maryland.
Collections Specialist
Point Breeze Credit Union
2018.07 - 2018.08
- Established and maintained updated member information on a related delinquent loan and negative balance accounts
- Ability to negotiate effectively with members in effort to minimize delinquency and Negative balance accounts
- Reviewed and investigate their payment history to resolve member discrepancies
- Adhered to all credit union compliance requirements, including the Bank Secrecy Act (BSA) rules.
Comcast Verification Specialist
Comcast Cable
2011.10 - 2014.07
- Created an ER ticket on systems that I had to follow up with customers
- Prepared verbal and written communication to customers
- Retained Comcast customers’ accounts by keeping their accounts up to date.
Foreclosure Referral Processor
Covey Boozer Devan and Dore, P.A. Law
2011.01 - 2011.02
- Closely monitor the foreclosure and Bankruptcy actions through Process Management and default reports
- Steered collaborative efforts and communication among attorneys, trustees, taxing authorities and third parties to expedite case resolution
- Received judicial/non-judicial client referrals, open case file in firm’s software program, gather and scan all required documentation, and upload for attorneys
- Applied sharp organizational skills toward calculating Fair Debt figures, responding to inquiries, identifying new referrals and following up with Document Control and Collections.
Foreclosure Advisor
Tata Consultancy Services, India
2008.03 - 2010.05
Devan
- Co-ordinated pre-sale foreclosure processes on residential loans from referral to property sale
- Originated and processed first/second mortgage loan applications and negotiated sales of conforming/non-conforming conventional, FHA, VA, & MHFA mortgage loans
- Diligently ensure consistent compliance with federal, state, investor, insurer and company guidelines as well as regulatory criteria.
Customer Services Associate
First Source Solutions, India
2007.02 - 2008.02
- Strengthened interpersonal communications skills that improve customer relations
- Demonstrated considerable versatility in performing broad scope-customer services functions new card activations, to inquiries regarding cash withdrawals, interest rates and payment methods.
Credit and Collections Specialist
Comcast Cable
- Handled a high influx of in-bound calls pertaining to the reconciliation and collection of the delinquent accounts
- Set up payment arrangements and negotiate with customers in an effort to resolve the delinquency and restore cable services.
Document verification specialist
Tata Consultancy Services, India
- Scrutinized consumer loan documents and communicate directly with HR departments to verify borrower’s employment
- Reliably ensure loan document requests aligned with specific terms and conditions
- Maintained meticulous and up-to-date documentation and performed follow-up as Necessary.
Customer Services Associate
Tata Consultancy Services, India
- Respondent to customer calls with courtesy, diplomacy, and tact to instantly establish trust and confidence, vital to optimizing the customer experience
- Played an integral role in resolving customer account issues and collecting payments
- Educated customers in the calculation of tax, insurance, monthly payments, and fees.
Education
Bachelor of Commerce - <ul><li>Advertising</li><li>Marketing</li><li>Accountancy</li><li>Company Law & Secretarial Practice</li><li>Office Administration</li></ul>
SNDT University, Mumbai
Skills
- Customer Service
- Process Optimization
- Performance orientation
- Customer Retention
- Financial Services
- Collections & Negotiations
- Target orientation
- Complaint Handling & Resolution
- Strategic Planning
- Regulatory Compliance
- Data Analytics and Managements
- Customer Satisfaction Enhancement
Timeline
Customer Care Specialist (Advance Loan Trained)
Fulton bank N.A.
2022.05 - 2024.03
Customer Services Representative
Sykes Enterprises
2020.04 - 2022.12
Turbo Tax Specialist
Intuit
2020.03 - 2020.04
Collector I
Mariner Finance (HQ)
2019.11 - 2019.01
Collector I
Municipal employee credit union (HQ)
2019.08 - 2019.12
Collections Specialist
Point Breeze Credit Union
2018.07 - 2018.08
Comcast Verification Specialist
Comcast Cable
2011.10 - 2014.07
Foreclosure Referral Processor
Covey Boozer Devan and Dore, P.A. Law
2011.01 - 2011.02
Foreclosure Advisor
Tata Consultancy Services, India
2008.03 - 2010.05
Customer Services Associate
First Source Solutions, India
2007.02 - 2008.02
Credit and Collections Specialist
Comcast Cable
Document verification specialist
Tata Consultancy Services, India
Customer Services Associate
Tata Consultancy Services, India
Bachelor of Commerce - <ul><li>Advertising</li><li>Marketing</li><li>Accountancy</li><li>Company Law & Secretarial Practice</li><li>Office Administration</li></ul>
SNDT University, Mumbai
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