| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidate Candidate's Name
Indianapolis, IN, N United StatesMobile: PHONE NUMBER AVAILABLE | EMAIL AVAILABLE
Citizenship: United States of America | Veterans Preference: None Clearance: Willing to Obtain | Availability: Immediate | Job Type: Permanent, Full-TimeSUMMARY OF QUALIFICATIONSDynamic and results-oriented professional with 10+ years of demonstrated success in overseeing strategic relationships, mortgages, and claims and leading team members to improve operational efficiency and achieve set objectives. Expert in handling multiple clients simultaneously in fast-paced environment using relevant software and databases to track and document customer interactions. Proven track record in exceeding customer satisfaction goals and metrics by displaying robust knowledge of company products and services, able to upsell and cross-sell as appropriate. Remarkable time management skills, capable of managing frequent and urgent interruptions with poise and professionalism. Articulate communicator with ability to manage sensitive and confidential information. Knowledgeable in HR and people management, possessing broad understanding of HR aspects, including recruitment, training, and development. Recognized for versatility and adaptability to changing job tasks and demands.Areas of Expertise: Customer Service, Credit Investigation, Mortgage, Financial Analysis, Risk Assessment, Benefit ClaimsSoftware & Operating SystemsMicrosoft Office: Excel, Outlook, PowerPoint, Word, CRM Software, and DatabaseQUALIFICATIONS Demonstrated knowledge of risk assessment and customer service principles and practices. Success in meeting objectives and delivering best practice results and added value. Competence in providing customer assistance and support through various phone, email, and in-person interactions, including effective and timely resolution of issues, problems, or concerns. Ability to make decisions using independent discretion and sound judgment. Capable of developing and implementing performance/quality improvement initiatives, ensuring regulatory compliance.skills & Knowledge Real Estate & Chattel Mortgage Customer Relations Loan Modification Insurance Claims
HR & Information Updates Financial Analysis Budget Forecast & Planning Risk Assessment & Mitigation Relationship Management Quality Control Standards Background Investigation Credit Investigation Policy Implementation Relationship Management Third-Party LogisticsRELATED EXPERIENCEDigital Risk LLC 08/2020 12/2022Indianapolis, IN, United StatesFull-Time, Hours Per Week: 40Customer Relationship ManagerDuties, Accomplishments, and Related Skills:RELATIONSHIP MANAGEMENT: Conferred with customers by telephone or in person to provide information or obtain details of escalated complaints. Organized workflow to meet department and customer demands within specified timeframe. Thoroughly and efficiently gathered customer information, fulfilled customer needs and product information, and educated customers to prevent or minimize need for withdrawal of application.WORKFLOW OPTIMIZATION: Liaised cross-functionally to obtain supporting product and service information and optimized customer experience. Implemented systems and programs to reduce loss, maintain inventory, and maximize safety. Provided appropriate solutions while remaining calm and professional to ensure smooth operation that achieved customer satisfaction.PRODUCT KNOWLEDGE: Exhibit extensive knowledge about product's features and clearly explain its benefits to customers. Employed product knowledge to investigate issues, respond to customer inquiries and concerns, and identify actions and fastest way to de-escalate or resolve arising issues, driving optimal customer satisfaction.
ADMINISTRATIVE FUNCTIONS: Created weekly schedules based on predicted staffing needs, budgets, and employee requests. Documented customer interactions, feedback, contact information, and purchase history through contact tracking. Maintained documentation for future reference. Managed customer database, adding and updating customer records, running reports, and analyzing data to identify trends and patterns.CUSTOMER RELATIONS: Greeted customers in a pleasing and approachable manner. Displayed cultural awareness with diverse backgrounds, providing expert services to customers and positive experiences. Ensured quality service and operational performance by working collaboratively with the team.
KEY ACCOMPLISHMENTS: Client Retention Mastery**: Spearheaded strategies that resulted in a 25% increase in client retention rates over the course of a year, fostering long-term partnerships and bolstering revenue stability. Effective Issue Resolution**: Streamlined the customer feedback process, leading to a 40% reduction in average response time for resolving client concerns, thereby enhancing overall satisfaction. Cross-Functional Collaboration**: Facilitated cross-departmental collaboration that improved the resolution time for complex customer inquiries by 30%, creating a seamless experience for clients. Personalized Service Innovation**: Developed and implemented a personalized service model, resulting in a 15% uptick in upselling and cross-selling opportunities by understanding and catering to individual client needs.KNOWLEDGE, SKILLS, ABILITIES: Knowledge of customer service principles and techniques; maintaining integrity and commitment to customer satisfaction. Ability to communicate with customers clearly and effectively through various channels, such as phone, email, and in-person.
Strong analytical skills and customer-focused attitude with passion for excellence in treating and caring for customers Ability to resolve customer problems and disputes and make decisions that allow business to move forward. Able to manage time and prioritize job duties and customer needs;
Capable of dealing effectively with public and resolving and de-escalate customer issues. Capacity to handle multiple tasks and prioritize customer requests in a fast-paced environment.Okay to contact this Supervisor: Contact me firstFifth Third Bank 03/2019 07/2020Cincinnati, OH United StatesFull-Time, Hours Per Week: 40Senior Customer Support SpecialistDuties, Accomplishments, and Related Skills:CUSTOMER ENGAGEMENT: Addressed customers courteously using suitable methods and problem-solving skills. Followed up with customers regarding product functionality and overall satisfaction. Responded to customer queries promptly and accurately via phone, email, or chat to ensure all queries and concerns were swiftly resolved.CUSTOMER HANDLING: Greeted customers by name and displayed a respectful attitude, helping develop customer rapport and build lasting relationships. Interacted with team members to discuss and develop plans to handle queries and concerns, generating positive outcomes. Built positive client experience by assessing defined needs and applying effective customer service procedures.TECHNICAL SKILLS: Utilized automated systems to log and retrieve call information. Updated and maintained database with accurate customer information and timely data entry. Assisted with identifying and rectifying systemic issues or problems with customer service processes, along with continuous process improvements.OFFICE ADMINISTRATION: Filed various documents and maintained databases while creating filing systems and updating spreadsheets to ensure systematic compilation of data. Maintained supplies inventory by checking stock to determine inventory level, anticipating needed supplies for replenishment.
KEY ACCOMPLISHMENTS:Exceptional Issue Resolution: Maintained a consistent track record of resolving complex customer issues with a 95% satisfaction rate, showcasing advanced problem-solving skills and enhancing customer loyalty.Mentorship and Training Impact**: Led a team of junior support specialists, resulting in a 40% decrease in training time for new hires and a 20% increase in overall team efficiency.Process Improvement Champion**: Spearheaded the implementation of a new ticketing system, reducing response times by 30% and increasing first-contact issue resolution by 25%.KNOWLEDGE, SKILLS, ABILITIES: Willingness to help others with problems or concerns and strong communication skills.
Ability to work in a high-pressure environment and understand basic computer skills and proprietary software. Able to communicate with customers and coworkers, providing information about store policies and procedures. Adept at accurately processing financial transactions, including handling cash and making changes. Demonstrating conscientiousness and initiative in performing work assignments and working toward task completion.Okay to contact this Supervisor: Contact me firstBank of the West 07/2016 02/2019Irving TX, United StatesFull-Time, Hours Per Week: 40Relationship Manager, Banking OperationsDuties, Accomplishments, and Related Skills:FINANCIAL PLANNING: Assessed financial situation and typical expenses to review income generated, savings accumulated, and general spending habits. Identified financial goals and created a plan that reflects savings and investment's present and future tenure. Ensured that clients mutually agreed to pursue product and learn outcomes and benefits.
UPSELLING: Identified and prioritized activities to maximize revenue contribution from allocated client portfolio. Maintained broad knowledge of all promotional programs, competitive products, and merchandising marketing practices to effectively present, promote and recommend products and services to customers. Increased personal revenue contribution to branch by cross-selling products to clients via lobby and outbound calls.CLAIM HANDLING: Analyzed financial requirements of clients to match with bank's product offerings. Identified and screened incoming claims investigative reports to support documentation submitted with claims were accurate and within standards. Developed solutions to complex issues and carried out investigative assignments to achieve results.CUSTOMER RETENTION: Retained and acquired new customers with financial needs in deposit and investment products. Resolved customer complaints and concerns by investigating problems using proactive service and support mechanisms to ensure a positive customer experience and increased repeat clients.
KEY ACCOMPLISHMENTS: Achieved Consistent Client Satisfaction: Maintained a client satisfaction rate of over 95% through proactive communication and addressing client concerns. Dynamic Team Leadership**: Orchestrated a high-achieving team of Relationship Managers to consistently surpass quarterly targets over two years, employing coaching and training to skyrocket team productivity by 80%. Enhanced Customer Satisfaction**: Devised proactive communication approaches that triggered an impressive 20% surge in customer satisfaction scores through consistent surveys and feedback. Client Portfolio Growth**: Delivered a remarkable annual growth rate of 15% in the client portfolio, propelling a significant increase in assets under management and revenue.
KNOWLEDGE, SKILLS, ABILITIES: Expertise in managing clients' investment portfolios to ensure financial success. Capable of discussing primary financial goals of clients to understand their objectives and plans. Ability to update clients and customers on their portfolio activity and success. Maintaining solid relationships with clients to build trust and retention. Proactively seeking new clients for the bank through continuous marketing activities.Okay to contact this Supervisor: Contact me firstOcwen Financial Corporation 06/2018 12/2018Dallas, TX, United StatesFull-Time, Hours Per Week: 40Loan Processor / UnderwriterDuties, Accomplishments, and Related Skills:CLAIM MANAGEMENT: Managed and filed VA basic expense claims and non-conveyance claims, including third-party claims, max guaranty claims, compromise sale claims and refunding claims within investor/insurer timeframes. Resolved promptly exceptions on suspended claim funds or denied claims.CREDIT INVESTIGATION: Obtained factual and accurate information that will lead to an appropriate credit decision. Investigated and researched issues to determine root causes and appropriate resolution methods. Performed comprehensive review of claims to ensure prompt resolution of all issues.
RELATIONSHIP BUILDING: Greeted customers by name and displayed a respectful attitude, helping develop rapport with customer base. Fostered strong relationships with staff members and customers to manage claims operations effectively. Interacted effectively with team members to discuss claim application issues and develop plans to generate positive outcomes.
CUSTOMER SERVICE EXCELLENCE: Offered exceptional telephonic customer service by consistently exercising sound judgment, professionalism, and tactfulness. Collected, interpreted, and disseminated accurate information to support customers in key decision-making. Built positive client experience by assessing defined needs and applying effective claims procedures.KEY ACCOMPLISHMENTS:Exceptional Issue Resolution: Maintained a consistent track record of resolving complex customer issues with a 95% satisfaction rate, showcasing advanced problem-solving skills and enhancing customer loyalty.Mentorship and Training Impact**: Led a team of junior support specialists, resulting in a 40% decrease in training time for new hires and a 20% increase in overall team efficiency.Process Improvement Champion**: Spearheaded the implementation of a new ticketing system, reducing response times by 30% and increasing first-contact issue resolution by 25%.KNOWLEDGE, SKILLS, ABILITIES: In-depth knowledge of closing procedures, loan processes, credit investigations, and documentation. Good understanding of banking computer software and MS Office. Excellent interpersonal and communication skills. Good multitasking abilities with outstanding time management skills. Expertise handling and maintaining all paperwork for existing/new loans and claims.Okay to contact this Supervisor: Contact me firstOcwen Financial Corporation 01/2017 05/2018Dallas, TX, United States
Full-Time, Hours Per Week: 40CS Consumer Loan ProcessorDuties, Accomplishments, and Related Skills:LOAN PROCESS: Prepared loan files for submission to underwriting by updating MLS and ordering titles, insurance, and appraisals. Organized loan application paperwork to ensure files were ready for review by the lender. Gathered information and reviewed records for completeness during loan application process.DOCUMENTATION: Gathered and organized all required documents for loan process. Developed and implemented spreadsheets to streamline loan file management and enhance reporting accuracy. Scrutinized and validated submitted loan applications for their completeness and accuracy to ensure successful execution.MORTGAGE HANDLING: Communicated requirements to clients clearly and effectively. Scheduled appointments with clients to collect required documents. Received requirements submitted by clients in timely and organized manner. Validated the requirements for completeness and accuracy. Endorsed further processing and approval for complete and accurate requirements. Submitted approved mortgage loan files to loan closer for settlement promptly and accurately.POLICIES AND REGULATIONS: Maintained adherence to set guidelines and regulations while guaranteeing exceptional customer service. Scheduled meetings with customers to facilitate professionals obtaining additional information from customers and responding to all inquiries about technical services.KEY ACCOMPLISHMENTS:Efficient Application Processing**: Achieved a 25% increase in processed consumer loan applications per week by implementing streamlined procedures and optimizing document verification.Error Minimization**: Spearheaded an initiative that reduced application errors by 40% through meticulous data validation and collaboration with applicants to ensure accurate submissions.Customer Satisfaction Enhancement**: Elevated customer satisfaction scores by 15% through clear and proactive communication with applicants, providing regular updates and clarifications on their loan application status..KNOWLEDGE, SKILLS, ABILITIES: Active knowledge base of organization's loan products and an understanding of the qualifications required of each applicant. Ability to handle loan and mortgage processes with keen attention to detail. Expertise in providing and filing a list of requirements needed for loan services.
Hands-on experience with financing computer software. Outstanding communication and sales skills.Okay to contact this Supervisor: Contact me firstConsolidate 01/2015 12/2016Plano, TX, United States
Full-Time, Hours Per Week: 40UNDERWRITERDuties, Accomplishments, and Related Skills:RISK ASSESSMENT: Determined eligibility of clients by analyzing statistical data and assessing personal background information to minimize risks. Communicated proper remediation of findings relating to RESPA tolerance errors, including possible re-disclosure and calculation of any necessary restitution created about loan products.FINANCIAL REPORTS: Analyzed financial statements such as financial statements, income, legal documents, credit reports, and other attributing factors. Ensured that all files complied with state laws and company regulations. Accurately review and proofread reports to avoid miscalculations and monetary errors.STRATEGIC PLANNING & ANALYSIS: Devised and executed effective operational and administrative support plan to drive workflow efficiency and assessed and implemented proper action. Conducted a full review of the most complex loan applications with complicated reasons on the validated change in circumstance review.PROCESS IMPROVEMENT: Resolved routine and customer issues regarding services provided. Employed conceptual thinking skills to address real-time customer problems for maximum customer satisfaction. Identified customer needs and concerns, built positive rapport, and expanded overall customer base. Determined proper escalation path to resolve issues by following up on outbound calls.KEY ACCOMPLISHMENTS: Precision in Risk Assessment**: Consistently maintained a portfolio with a low average default rate of 2%, showcasing meticulous analysis and accurate risk evaluation skills. Efficiency in Turnaround**: Improved the underwriting process by implementing streamlined workflows, leading to a 20% reduction in average turnaround time for applications Profitable Portfolio Growth**: Successfully expanded the portfolio by 30% over the past year, maintaining a balanced risk profile while contributing to company growth. Effective Communication**: Collaborated closely with sales teams to provide actionable feedback on applications, resulting in a 15% increase in approved applications through better alignment and understanding of criteria.KNOWLEDGE, SKILLS, ABILITIES: Expertise in reviewing loan proposals with minimal to no supervision Excellent negating skills and risk assessment strategies
Provide interpersonal and customer service skills when meeting with and interviewing potential clients. Strong computer skills and ability to use necessary software. Confident in decision-making and the ability to explain processes or choices as needed.Okay to contact this Supervisor: Contact me firstearly careerNon-QM / Non-Agency Underwriter, Nation Star Mortgage/Solomon Edwards Group (01/2016-06/2016)Keller Mortgage / Senior Retail Underwriter, Nation Star Mortgage/Solomon Edwards Group (01/2014-12/2014)AML Analyst, Nation Star Mortgage/Solomon Edwards Group (10/2014-12/2014)Senior Front-Line Underwriter II, Freedom Mortgage (10/2013-09/2014)Senior Quality FHA Underwriter, JP Morgan Chase (09/2010-09/2013)EducationMaster of Science in HR Development & Psychology, Our Lady of the Lakes University, San Antonio, TX, United Statesprofessional developmentTexas All-Lines Adjuster LicenseSPECIALIZED SKILLS AND KNOWLEDGECommunication Skill: Presents and expresses ideas and information effectively and concisely in oral and written mode; listens and comprehends what others are saying; shares information with others and facilitates an open exchange of ideas and information; is open, honest, and straightforward with others; provides complete and timely explanation of issues and decisions in manner appropriate for audience; and presents information and material in manner which gains agreement of others.Interpersonal Skill: Is aware of, responds to, and considers needs, feelings, and capabilities of others; deals effectively with others in both favorable and unfavorable situations regardless of their status or position; accepts interpersonal and cultural differences; manages conflicts/confrontations/disagreements in positive manner which minimizes personal impact, to include controlling own feelings and reactions; and provides appropriate support to others.Problem-Solving and Analytical Ability: Identifies existing and potential problems; notes, understands, and includes critical elements of problem situations; obtains and evaluates relevant information; demonstrates awareness that new and additional information sources are required; notes interrelationships among elements; identify possible causes of problems; and recognizes need to shift to alternative course of action including innovative or creative approaches.Planning and Organizing: Identifies requirements, allocates, and effectively uses information and other resources necessary for mission accomplishment; establish appropriate courses of action for self and others to accomplish specific goals; and develops evaluation criteria and tracking systems for monitoring goal progress and accomplishment.Decisiveness & Judgment: Makes decisions, renders judgments, and takes action on difficult or unpleasant tasks promptly, including appropriate communication of both negative and positive information and decisions. Makes decisions based on correct assumptions concerning resources and guidelines; supports decisions or recommendations with data or reasoning; defines and implements solutions to problems; and recognizes when no action is required.Direction and Motivation: Motivates and provides direction in activities of others to accomplish goals; gains respect and confidence of others; appropriately assigns work and authority to others to reach goals; provides advice and assistance as required. |
