Crystaline Monroe
@crystalinemonroe
Dedicated business analyst focused on enhancing customer experience.
United StatesWhat I'm looking for
I am a dedicated business analyst with a strong commitment to enhancing customer experiences. My journey in the financial services industry has equipped me with exceptional problem-solving skills and the ability to navigate complex situations. I thrive under pressure, ensuring that customer issues are resolved efficiently and effectively.
During my tenure at TD Bank, I have consistently supported my team by taking escalated supervisor calls and providing guidance to agents. My role involves not only resolving customer issues but also coaching agents to ensure accurate information is delivered. I take pride in my ability to simplify complex policies and procedures, fostering a collaborative environment where knowledge-sharing is encouraged.
With a proven track record in collections and recovery, I have successfully managed delinquent accounts, negotiated settlements, and established payment arrangements. My experience has honed my communication skills, allowing me to empathize with customers while providing them with the best possible solutions. I am passionate about continuous improvement and look forward to contributing my skills to a dynamic team.
Experience
Work history, roles, and key accomplishments
DDA Recovery
TD Bank
Jan 2020 - Mar 2023 (3 years 2 months)
Managed a personal queue of charged-off checking/savings accounts, ensuring customer military status was verified. Contacted customers to establish payment arrangements or settlements to clear delinquent accounts. Outsourced unsuccessful arrangements to third-party collection agencies and confirmed updated contact information.
Debt Specialist I
TD Bank AMCB
Oct 2018 - Jan 2020 (1 year 3 months)
Contacted customers via dialer to advise on negative or delinquent accounts, aiming to prevent charge-offs, closures, late fees, and credit reporting issues. Offered payment options for charged-off and closed accounts, negotiating settlements with a 30-day payment term for re-establishing new accounts. Processed requests for mortgages and Home Equity Loans/Lines for payment issues or unknown charg
Business Analyst I
TD Bank
Mar 2023 - Present (2 years 4 months)
Took escalated supervisor calls to assist agents in de-escalating customer issues and sent research to the back office for additional investigation. Assisted agents with unknown questions across all lines of business, referring them to work instructions, and coached agents to ensure accurate information for one-call resolution.
DDA Recovery Specialist
TD Bank
Jan 2020 - Present (5 years 6 months)
Managed a personal queue of charged-off checking/savings accounts, ensuring customers were not active military. Contacted customers to establish payment arrangements or settlements to clear delinquent accounts, and outsourced accounts to third-party collection agencies when unsuccessful.
Business Analyst I
TD Bank
Mar 2023 - Present (2 years 4 months)
Took escalated supervisor calls to assist agents in de-escalating customer issues. Sent research to back office for additional research to resolve unique customer issues and assisted agents with unknown questions, referring them to work instructions. Provided coaching to agents to ensure accurate information for one-call resolution.
Debt Specialist I
TD Bank
Oct 2018 - Present (6 years 9 months)
Contacted customers via dialer to advise on negative or delinquent accounts to prevent charge-offs and late fees. Offered payment options for charged-off accounts, negotiated settlements, and processed requests for mortgages and Home Equity Loans/Lines.
Education
Degrees, certifications, and relevant coursework
Hoke County High School
High School Diploma, General Studies
Completed high school education at Hoke County High School.
Fayetteville Technical Community College
Certification, Early Childhood Education
Obtained a Certification in Early Childhood Education from Fayetteville Technical Community College.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Interested in hiring Crystaline?
You can contact Crystaline and 90k+ other talented remote workers on Himalayas.
Message CrystalineFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
