Open to opportunities

Bonnie Smith

@bonniesmith

Message

Client-focused customer support specialist driving satisfaction and process improvement.

United States

Message

What I'm looking for

I seek a client-focused role in a collaborative company where I can resolve complex inquiries, support digital initiatives, and grow into leadership.

I am a client-focused customer support specialist with extensive experience resolving inquiries across financial services and mortgage servicing environments.

I have managed high-volume inbound and outbound contacts, processed transactions, investigated disputes and fraud claims, and maintained accurate CRM records while meeting performance metrics.

I contributed to digital initiatives such as a mobile app launch and have trained new team members, demonstrating adaptability and a commitment to continuous improvement.

I bring strong attention to detail, clear communication, and a proven ability to cross-sell products and enhance member engagement in fast-paced, regulated industries.

Experience

Work history, roles, and key accomplishments

Head Client Relationship Consultant

U.P. Employees Federal Credit

Jan 2024 - Apr 2025 (1 year 3 months)

Managed account transactions and resolved billing disputes while increasing member engagement through product cross-sells and supporting launch of a mobile application to improve digital services.

Customer Service Account Services Transaction Processing Dispute Resolution Cross Selling CRM Documentation

Financial Services Consultant

TIAA

Oct 2022 - Feb 2023 (4 months)

Handled inbound/outbound calls to resolve account and technical issues, executed transactions, and advised participants on financial needs to improve satisfaction and retention.

Customer Support Phone Support Technical Troubleshooting Transaction Processing CRM Communication Remote Work

Fraud Claims Specialist

JPMorgan Chase

May 2022 - Oct 2022 (5 months)

Processed fraud claims and investigated suspicious activity, maintaining accurate CRM records and meeting performance metrics for call quality and customer satisfaction.

Fraud Investigation Claims Processing CRM & Compliance Customer Education Performance Metrics

Customer Specialist I

Planet Home Lending

Jun 2020 - May 2022 (1 year 11 months)

Provided mortgage customer support across phone, email, and chat, processed payments and resolved escrow/tax/PMI inquiries while training new team members and improving service accuracy.

Mortgage Servicing Customer Support Payment Processing Escrow & PMI Knowledge CRM Training Documentation

Customer Service Specialist II

CoreLogic

Nov 2018 - Aug 2019 (9 months)

Answered property tax and supplemental tax inquiries from clients and third parties while performing security authentication to protect personal data.

Property Tax Support Client Communication Authentication Data Privacy CRM Research Call Center

Customer Services Specialist

RoundPoint Mortgage Servicing

Oct 2016 - Oct 2018 (2 years)

Researched and resolved escrow, tax, insurance, and payment issues using Fidelity MAP, processed payments and managed written requests to ensure accurate mortgage servicing.

Mortgage Servicing Escrow Payment Processing Fidelity Research Documentation