Marsha Zamora

Delivered exceptional client service for a broad range of products and services by professionally answering inbound client calls. Employed the LAST model and BB&T’s Perfect Client Experience attributes to assess client needs, open new accounts, and resolve concerns. Maintained high levels of client satisfaction and ensured security of client information while actively providing feedback to improve

Assisted external consumers with credit-related concerns and inquiries, explaining credit/consumer report content and CRA requirements. Processed consumer copy and dispute requests in compliance with FCRA guidelines. Responded to customer inquiries by referring them to published materials and secondary sources.

Received inbound calls from current customers, researching and resolving complex loan servicing inquiries regarding payments, escrow, and loan documents. Solicited existing customers to cross-sell PennyMac loan products and worked with early-stage delinquent borrowers to determine reasons for delinquency and secure repayment commitments. Processed customer payments over the phone and interacted wi

Handled inbound and outbound calls, providing supply information, processing re-orders, and new orders via email and internet. Processed and resolved customer inquiries, handled credit card payments, and managed account reinstatements. Identified and escalated customer issues to supervisors, and addressed customer billing questions.

Handled and processed payroll and credit card payments, addressing related issues such as Benefits, FMLA, and I9’s. Administered HR policies and procedures, replied to associate questions, and resolved routine problems. Managed all inbound/outbound calls and mail/email of confidential documents, serving as a resource for HR/payroll questions.

Resolved past due accounts by addressing delinquencies in accordance with company policies and procedures. Recognized high-risk accounts and solicited remedies and balance renewals. Educated customers on contract terms and negotiated resolutions for past due accounts.

Received all Shared Services Call Center inquiries and requests, performing data entry for employees without connectivity. Met key performance measures such as first call resolution, average answer speed, and call quality. Recorded all caller inquiries using case management tools, resolved escalated calls, and communicated resolutions.

Successfully handled heavy inbound and outbound calls for payroll inquiries and employee complaints. Processed and distributed mail to the correct departments, and responded to written and telephone requests regarding company benefits. Assisted with new hire and rehire processes, payroll issues, and open enrollment, including I9s.

Processed bi-weekly payroll, managed benefits administration, and handled employee relations and applicant processing. Rectified multiple pre-existing outstanding pay issues for a 400-seat call center while maintaining payroll processes for operations. Supervised the implementation and facilitated the use of Etime timekeeping software, and provided assistance to HR Professionals for HR/Payroll rel

Reviewed loan requests prior to making changes, assisting customers in closing accounts, waiving fees, and processing bank paperwork. Worked on insurance claims, including flood, disability, and liability, and processed verification for coverage under policy guidelines. Researched customer requests for checks, CDs, account histories, and fraudulent returned items on the ASI 14 system.

Obtained a high school diploma in May 1978.