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Click here or scroll down to respond to this candidateCandidate's Name
Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLEMortgage Specialist: Dedicated and results-driven financial professional with over two decades of extensive experience in the customer service sector, specializing in the dynamic field of mortgages. Adept at building and maintaining strong client relationships, I have consistently delivered exceptional service, enabling clients to make informed financial decisions with confidence.ExperienceAUGUST 2017 SEPTEMBER 2022Escalation Specialist Cenlar FSB Tempe, AZManaged escrow accounts with meticulous attention to detail, ensuring accurate and timely disbursements, while also maintaining compliance with industry regulations.Effectively mediated and resolved payment disputes by conducting thorough research, liaising between parties, and negotiating mutually satisfactory resolutions.Demonstrated exceptional de-escalation skills in handling high-stress customer interactions, defusing tense situations, and turning negative experiences into positive outcomes.Played a pivotal role in maintaining up-to-date records and documents, ensuring compliance with legal requirements and internal protocols, contributing to streamlined processes.Established and maintained open lines of communication with clients, providing regular updates on escrow account status and document changes, fostering trust and transparency.Kept abreast of ever-evolving industry regulations and guidelines, ensuring all escrow and document-related activities remained fully compliant, thus minimizing risks.OCTOBER 2013 AUGUST 2017Consumer Phone Banker Wells Fargo Bank NA Phoenix, AZProficiently managed a high volume of inbound calls from banking and checking account customers, providing timely and accurate assistance.Skillfully addressed customer inquiries related to account balances, transactions, account statements, and general account information, ensuring customer satisfaction.Effectively identified and resolved a wide range of customer issues, including disputed transactions, account discrepancies, and fraud concerns, consistently meeting or exceeding resolution targets.Demonstrated a deep understanding of banking and checking account products, policies, and procedures, allowing for precise and informative responses to customer queries.Ensured strict adherence to banking regulations and security protocols during all customer interactions, maintaining the confidentiality and security of customer data.Identified opportunities to promote additional banking products and services, resulting in increased revenue and improved customer loyalty.Consistently met or exceeded quality assurance and customer satisfaction metrics, contributing to the overall success of the customer service team.DECEMBER 2009 OCTOBER 2013Customer Service Business Partner Bank of America Tempe, AZResponded to customer inquiries related to mortgage accounts, promptly addressing questions about loan terms, payment schedules, and account balances, resulting in enhanced customer satisfaction.Collaborated with borrowers to explore alternatives to foreclosure, such as loan modifications, repayment plans, and forbearance agreements, to help prevent loan defaults.Ensured all mortgage-related documentation, including foreclosure notices, property claims, and payment records, were meticulously maintained and organized for audit and compliance purposes.Worked closely with cross-functional teams, including loan officers, underwriters, and legal departments, to coordinate efforts in addressing complex mortgage-related issues and resolving customer concerns.Partnered with borrowers to explore alternatives to foreclosure, such as loan modifications, repayment plans, and forbearance agreements, to help prevent loan defaults.Skillfully allocated mortgage payments received from customers, applying funds accurately to principal, interest, taxes, and insurance accounts, minimizing payment discrepancies.Proficiently processed property insurance claim checks, verifying accuracy, and promptly disbursing funds to mortgage holders, thereby expediting property repairs and preserving asset value.DECEMBER 1997 DECEMBER 2009Customer Service Manager American Express Phoenix, AZSuccessfully led and managed cross-functional teams, fostering a collaborative and productive work environment, while also overseeing daily operations, team performance, and workflow optimization.Demonstrated proficiency in conducting comprehensive credit analyses, evaluating applicants' financial histories, and making informed lending decisions that minimized risk and maximized profitability.Conducted thorough investigations into suspected fraudulent activities, developing and implementing strategies to mitigate risks, protect assets, and reduce fraud losses.Consistently exceeded sales targets and quotas through a strategic and customer-centric approach, effectively cross-selling financial products and services, resulting in increased revenue and profitability.Implemented risk mitigation strategies, including the development of fraud prevention protocols and credit risk assessment models, which reduced financial losses and enhanced overall security.Introduced process enhancements that streamlined credit and fraud analysis workflows, leading to faster decision-making and improved customer experiences.SkillsProduct Knowledge Effective communication Team player Excellent time management skills Conflict Resolution Public speaking Attention to detailEducationJUNE 1985Business Management Southern Baptist College GPA 3.7 Walnut Ridge, AR |
