Service Executive Client Support

ROBERT MICHAEL HIGGINBOTHAM

Jacksonville, FL ****6

(: 904-***-**** *: *********@*****.***

Experienced Service Executive with a proven track record of delivering exceptional client support and operational efficiency across diverse financial institutions. Skilled in team management, client relationship building, and exceeding performance metrics. Adept at providing round-the-clock production support and ensuring compliance with audit and regulatory standards. Known for fostering a supportive team environment through effective leadership and comprehensive performance evaluations. Strong expertise in managing complex portfolios, resolving escalated issues, and conducting impactful client meetings. A results-oriented professional consistently surpassing production and quality targets while maintaining a strong commitment to customer satisfaction and operational integrity.

CORE COMPETENCIES

Account Management

Team Building

Strategic Planning

Decision-Making

Business Growth

Cross-Functional Collaboration

Operational Excellence

Process Optimization

Change Management

Budget Management

KPI Management

Strategy Implementation

Resource Allocation

Risk Management

Training and Development

WORK EXPERIENCE

Hand To Plow Jacksonville, FL

Owner Jan 2024 – Present

●Solicit potential sellers to buy their property and wholesale them,

●Work with prospective buyers to sell bought properties.

Black Knight Financial Services, Jacksonville, FL

Service Executive

February 2015 – October 2023

Led a team of up to 6 members, optimizing workflow and enhancing productivity.

Managed a diverse portfolio of 10 clients, tailoring solutions to meet their specific needs and achieving high customer satisfaction.

Produced and delivered detailed performance reports, demonstrating a deep understanding of client metrics and requirements.

Oversaw client cases within the support team, ensuring timely resolution of issues.

Served as the primary escalation point for critical issues, utilizing advanced problem-solving skills for prompt resolution.

Ensured strict adherence to audit, legal, and regulatory compliance, maintaining operational integrity.

Conducted one-on-one sessions, quarterly reviews, and annual performance evaluations to foster a supportive and growth-oriented team environment.

Trained clients on new application functionality as well as demo new functionality that was being released.

JP Morgan Chase, Jacksonville, FL

Operations Unit Manager

October 2009 – November 2014

On the team to create the first multi-functional processes for managing loan modifications after the mortgage crash in 2007

Trained the team on the new process as well as how to approach customers in an empathetic way to sell them on the what was available as many were going through tremendous hardship.

Supervised a team of 15 Customer Assistance Specialists (CAS) in the Executive Office and Litigation DCM Department, driving optimal performance and productivity.

Maintained rigorous compliance with audit, legal, and regulatory standards, upholding industry best practices.

Exceeded production and quality metrics consistently, achieving 107% of the mid-year goal in 2014 and 108% of the goal in 2013.

Managed employee workloads and benchmarks, ensuring a balanced and effective work environment.

Home Lending Executive Office Relationship Manager

February 2008 – October 2009

Resolved escalated client complaints involving governmental agencies, including congressional and Treasury inquiries, related to mortgage and modification issues.

Managed a pipeline of over 100 files, ensuring timely processing and effective communication with borrowers.

Addressed website inquiries, engaging clients to understand their needs and providing suitable solutions.

Collaborated with borrowers on loan modifications, emphasizing a client-centric approach.

Countrywide Home Loans, Jacksonville, FL

National Sales Trainer

September 2005 – August 2007

Directed a 5-day training program for 20-25 new Account Executives bi-weekly across various locations, covering sales techniques, compliance, ethics, and system proficiency.

Developed training materials and assessments, identifying and certifying potential team managers.

Coordinated with regional and branch management to address evolving training needs and ensure program relevance.

Branch Manager

February 2003 – September 2005

Managed branch operations with a pipeline of over 250 loans, overseeing underwriting, funding, and staffing.

Expanded the branch team from 12 to 20 Account Executives and 4 processors, leading to an increase in loan closures.

Fostered a high-performing team that consistently exceeded company averages, demonstrating strong leadership and operational excellence.

Account Executive

June 2002 – February 2003

Managed a portfolio of prospective borrowers through proactive outreach and follow-up, achieving top producer status within the branch.

EDUCATION

Master of Business Administration with Cybersecurity Management Concentration – Graduated May 2024 Regent University

B.S. in Business Management – August 2021 Regent University Virginia Beach, VA

Completed 100s of hours of company sponsored courses in sales, time management, relationship selling, leadership and management

CLUBS ANS SOCIETIES

Graduated Cum Laude B.S. in Business Management

Member of Sigma Beta Delta Honor Society

Successful completion of the Koch Leadership program for economics Spring 2019

SKILLS

• Operations Management

• Performance Metrics

• Risk Management

• Process Improvement

• Change management

• Problem Resolution

• Analytical

• Agile

• Negotiation

• Strategy

• Leadership

• Digital transformation

• Strategic Planning

• Client Relationship Management

• CRM

• Stakeholder Engagement

• Presentation

• Sales

• Process automation

• Customer Satisfaction

• Communication

• Team Leadership

• Microsoft Office

• Training

• Regulatory Compliance

Contact this candidate