David C. Murray
Email:-| Cell:-
Summary:
Highly skilled and experienced customer service professional with 9+ years of experience in
remote work, hybrid and traditional office environments. Proficient in a range of software and
platforms, including Salesforce, Microsoft Office, Apple, Slack, Tableau, Jira, Google
Workspace, Salesforce, Zendesk, Windows, Zoom, Peoplesoft, Adobe, Okta, and AWS. Skilled
in inbound/outbound call center operations, customer service and relationship management, loan
servicing and collections, loss mitigation and fraud risk management, account maintenance and
troubleshooting, and performance-based position experience.
Education:
High School Diploma (General Studies) - Glasgow High School, Newark, Delaware
College Courses Completed - Delaware College of Art & Design, Wilmington, Delaware
Experience:
Account Servicing Agent - Novo (Novo Funding), Remote, 10/2023 - 1/2025
● 100% Remote position handling inbound/outbound calls for first part collections for
Merchant Cash Advance accounts and Direct Deposit accounts
● KPI performance and metrics management (monthly goals that adjust to inflow of new
products and business climate
● Account maintenance via Salesforce, contribution and redemption requests,
troubleshooting via Zendesk, and miscellaneous requests for customer account servicing
Cust. Serv. Rep. - Innova Solutions (via BNY Mellon Bank), Wilmington, DE, 12/2022 06/2023
● Remote WFH position handling inbound calls for investment account management
● KPI performance and metrics management
● Account maintenance, contribution and redemption requests, troubleshooting, and
miscellaneous requests for members and associated 3rd parties
Ops. Assoc. - Loan Servicing - Best Egg (Marlette Funding), Wilmington, DE, 2/2022 - 9/2022
● Remote WFH position handling inbound/outbound calls for Personal Loan and Credit
Card Products
● Loan request servicing tasks and cross-selling on various services
● Cross-training completed for credit customers, skip tracing, and outbound courtesy calls
Collections Account Manager - Barclays Bank Delaware, Wilmington, DE, 8/2020 - 11/2021
● Remote WFH position handling inbound/outbound calls for past due balances from
cardmembers
● Solution-centric dialogue with consumers to provide the best options for individual needs
● Hourly pay with bonus eligibility based on performance metrics to be met
Loss Mitigation Specialist - Sofi (Social Finance), Claymont, DE, 9/18 - 5/2020
● Remote WFH position addressing past due borrowers to minimize loss and keep accounts
in house for personal loan products
● Forward fraud risk accounts to the fraud team for investigation and review
● Customer service style collections work that includes skip tracing, auto-dialer campaign
work, and engaging in talk-offs
● Processing loan modification requests, cease and desist requests, bankruptcy proceeding
details, and other account-related requests from borrowers and authorized 3rd parties
Relationship Management Consultant - Sofi (Social Finance), Claymont, DE, 8/17 - 9/18
● Fast-paced call center associate role assisting applicants and funded borrowers with
routine application assistance and account management based on product type and
specific needs
● Cross-trained on document review and account servicing to assist with occasional
workload spikes
● Outbound dialer campaign work and secure chat queue work
● Performance-based position with discretionary bonuses paid out quarterly to top
performers
SAFE Act Onboarding/Offboarding Specialist - Robert Half (via JP Morgan Chase),
Newark, DE, 12/16 - 3/17
Verified current employees to be registered under NMLS to service for Mortgages another
Financial Services to potential customers and current customers within the firm
Pre Employment Team On/Off Boarding Specialist - Robert Half (via JP Morgan Chase),
Newark, DE, 3/17 - 7/17
Assisted new applicants who have recently received offers to be transitioned into their new roles
and guide them through the pre-employment process
Call center-based operation to assist new hires in troubleshooting, scheduling for
pre-employment activities, and daily account maintenance as well as document processing for
education and employment verification tasks
Simm Associates, Newark, DE 04/15- 5/16
● Collector
● Probate Administrative Assistant 09/15 - 3/16
