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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE PHONE NUMBER AVAILABLE Yulee, FL.SUMMARYSeasoned professional with 13 years of experience in customer care and mortgage processing, seeking a Virtual Customer Care Representative role. Skilled in ensuring customer satisfaction, adept at handling homeowner inquiries, and experienced in warranty and claims adjudication. Committed to providing virtual support and comprehensive guidance in a dynamic environment.WORK EXPERIENCEMaximus- Department of EducationCustomer Support Team Lead 2023- PresentLead a team of 15-25 entry level customer service specialists responsible for invoindEnsure call quality according to company and the client guidelines Daily reporting on call volume and trendsAssist customers with student loan inquiries, ensuring they receive comprehensive support and guidance on repayment options.Evaluate eligibility criteria and process documentation for forbearance and deferment approvals.Conduct account maintenance to ensure accuracy and up-to-date customer information.SedgwickIndependent Claims Adjuster 2022 2023Managed a property claims team, ensuring compliance with audit requirements, service contract mandates, and quality standards through diligent oversight and quality reviews.Provided expert technical guidance on claims adjudication, directing examiner reports and reviewing high-cost claims to adjust reserve amounts as necessary.Resolved escalated client and claimant appeals, delivering decisive and fair outcomes in line with procedural guidelines and special request considerations.D Fostered professional client relationships, conducting regular reviews of sensitive claims and delivering detailed claim summaries to support informed decision-making.Eastcoast TransportationShuttle Van Driver 2021 2022Conducted thorough pre- and post-trip vehicle inspections to ensure operational safety and reliability.Ensured punctual pick-up and drop-off services in accordance with the established schedule, maintaining consistent communication with dispatch for optimal coordination.Maintained a high standard of cleanliness for the vehicle and provided exemplary customer service to all passengers, fostering a pleasant and professional transport experience.Caliber Home LoansConventional Underwriter 2017 2021Analyzed mortgage loan applications, assessing borrower's financial information, creditworthiness, and collateral to ensure compliance with eligibility criteria and investor guidelines.Reviewed and resolved loan exceptions and rejections, providing alternative mortgage solutions to align with underwriting standards and regulatory requirements.Collaborated with loan originators and processors, ensuring the collection of necessary documentation while mentoring junior staff to enhance their understanding of mortgage products and processes.Updated and maintained training materials to reflect current mortgage product guidelines and regulatory changes, also conducting secondary reviews of suspended or declined loans.Freedom MortgageProcessor Team Lead 2017 2017Conducted meticulous audits of loan documentation, including the Uniform Residential Loan Application(1003), title commitments, credit reports, and appraisals, to identify and resolve discrepancies or issues in preparation for final approval.Led and developed a team of 7-10 processors, ensuring adherence to compliance standards and managing workload distribution to maintain efficient pipeline progression and team productivity.Coordinated communication with borrowers, verifying loan application details, and provided regular updates on loan status, while also assisting with the restructuring of loans when necessary to meet product requirements.US Tech Solutions/PNCFile Quality Underwriting Analyst 2016 - 2017Conducted comprehensive reviews of mortgage loan files, ensuring all required documentation for refinances and purchases was complete and accurate, facilitating the underwriting process.Analyzed financial documents, including tax returns, pay stubs, and W-2s, to verify income accuracy and uncover undisclosed debts or potential fraud, contributing to risk management.Prepared meticulous reports for underwriters on applicants' income, assets, and real estate owned, as well as conducted fraud assessments to identify additional properties or business affiliations.Citibank, N.A.Mortgage Loan Processor 2012 - 2015Managed a consistent loan pipeline, diligently processing an array of mortgage transactions while adhering to service level agreements.Conducted thorough document analysis for accuracy and fraud-prevention add coordinated with underwriters to facilitate timely credit decisions.Orchestrated title work and appraisal orders, addressed vesting issues with the title curative team, and communicated loan progress to borrowers and loan officers, culminating in the scheduling of loan closingsPeople Quest Staffing (Bank of America)Short Sales Processor 2011 2012Conducted comprehensive training for new employees, ensuring adherence to departmental procedures, and provided ongoing education for current staff to enhance proficiency in short sales processing.Managed a diverse portfolio of 65 short sale loans, facilitating the entire process from initial documentation collection to final approval, while strictly adhering to investor and departmental guidelines.Analyzed property economics, including Broker Price Opinions (BPOs) and appraisals, to formulate end-of-month reports and optimal marketing strategies, leading to minimized losses on foreclosures and effective strategies management of real estate owned assets.EDUCATIONRobert E. Lee Senior High SchoolGeneral Education Completion 1998Florida State College of JacksonvilleClaims Adjuster 620 All Lines Certification 2022SKILLSCommunication Organizational Skills Interpersonal Skills Computer Skills Detail Oriented |
