Candidate Information Title Customer Service Case Manager Target Location US-FL-Jacksonville Beach	20,000+ Fresh Resumes Monthly     View Phone Numbers     Receive Resume E-mail Alerts     Post Jobs Free     Link your Free Jobs Page     ... and much more Register on Jobvertise Free
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Professional Summary: I have 12+ years of experience in leadership in the mortgage industry and teamwork settings and over 15 years of customer service experience including mentoring and coaching the insurance and escrow fields. Solid experience writing and implementing procedures to meet compliance and minimize risk. I am fluent in Spanish and English with written and skills.Core Competencies:Advance Excel, Adobe Photoshop, DocuSign, LoanServ, MSP.Simultaneously managed teams, enhancing overall quality and productivity by Street Address %.Successfully delegated responsibilities resulting in an increase of Street Address % team productivity.Enhanced team communication, reducing misunderstandings and overall team improvement.Employment History:Freedom Mortgage, Jacksonville, FL Mar 2021 to PresentEscrow Analysis/Insurance SupervisorLed the Escrow Analysis and Insurance operations teams to perform in a timely and accurate manner while remaining in compliance with all State, Federal and Investor guidelines.Managed updates to Escrow Processes and Procedures to ensure meet industry regulations.Partnered with Legal and Compliance teams to improve customer satisfaction.LoanCare, Jacksonville, FL Nov 2013 to 03/03/2021MRU Hazard Escrow Team Lead-Feb 2016Facilitated direction/oversight of complex items related to escrow issues, research, and disbursements.Spearheaded the training of the hazard staff, promoting mentoring and best practices within team.Developed tracking metrics to improve movement of hazard claims for REO and Default properties lGateway Community Services, Jacksonville, FL Oct 2012 to Nov 2013Case ManagerProvided individual counseling, conducts assessments, group counseling and drug tests, maintain files and facilitates referrals.QBEFIRST, Jacksonville, FL May 2007 to Sept 2012Insurance Verification and New Loan Set UpTimely verification and payment of Homeowners Insurance.Confirmed and correct deficiencies on coverage and deductibles.Composed letters in reply to correspondence from customers and third-party vendors.Washington Mutual Bank, Jacksonville, FL May 1997 to Nov 2006Research Representative/Loan Processor / Loan OfficerAnalyzed applicants financial status, credit, and property evaluations to determine feasibility of granting loans and determine program eligibility.Reviewed loan agreements to ensure complete accuracy according to policies.Analyzed financial data as income and assets to determine financial housing and debt ratios.Gathered records pertinent to the specific problem; reviewed them for completeness and accuracy.Presented clear and concise explanations of governing rules regulations.Reviewed correspondence for format and typographical accuracy.Education:Bachelor Degree BS PsychologyCatholic University, Ponce, Puerto Rico