Open to opportunities

Alicia Armstrong

@aliciaarmstrong

Customer service professional specializing in banking, wealth management, and mortgage support, delivering compliant resolutions for high-volume clients.

United States

Message

What I'm looking for

I’m looking for a banking or wealth management customer support role where I can resolve complex account questions, support digital banking, and deliver compliant, high-quality service while continuing to exceed performance metrics.

I’m a dedicated banking and financial services professional with 10+ years of customer service experience, supporting wealth management and mortgage clients in high-volume environments. I build client relationships, resolve complex financial inquiries, and consistently exceed quality assurance and customer satisfaction benchmarks while maintaining strict confidentiality.

At Bank of America / Merrill Lynch, I support account inquiries, balances, transactions, and service requests, while providing technical support for online and mobile banking. Previously, at Wells Fargo Home Mortgage, I handled loan servicing, payoff quotes, escrow analysis, and payment processing—clearly explaining mortgage terms and resolving billing discrepancies with full compliance to federal banking guidelines.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Rep - Banking

Current

Bank of America / Merrill Lynch

Apr 2021 - Present (5 years 3 months)

Supported wealth management and retail banking clients by resolving account inquiries, transactions, and service requests while maintaining strict confidentiality. Processed payments and transfers, provided digital banking technical support, and exceeded quality assurance and customer satisfaction benchmarks; selected to assist with peer training and onboarding.

Client Relationship Management Wealth Management Payment Processing Bank Transfers Regulatory Compliance Confidentiality Technical Troubleshooting

Mortgage Customer Support Specialist

Wells Fargo Home Mortgage

Mar 2017 - Jan 2021 (3 years 10 months)

Provided loan servicing and support to mortgage borrowers, including payoff quotes, escrow analysis, and payment processing. Managed high call volumes with regulatory compliance, resolved billing discrepancies, and documented client interactions in internal systems.

Mortgage Loan Servicing Payment Processing Customer Support Regulatory Compliance Call Center Operations

Customer Service & Sales Rep

Boost Mobile

Processed payments, activated services, and resolved customer account issues using a consultative approach. Achieved sales targets and improved retention through proactive service.

Customer Service Payment Processing Activation Customer Retention