career objective

client-focused mortgage specialist exploring opportunity to apply superior leadership, analytical, and interpersonal relations skills toward supporting the employer as a driven and productive team member

profile

ø  more than 10 years of customer service, information management, processing, compliance, and operations experience with expertise in the lending industry

ø  effectively identify and capitalize on opportunities to penetrate and develop markets in highly competitive environments; demonstrated ability to succeed despite unstable market conditions

ø  facilitate a client-focused, service-oriented environment vital to maximizing customer satisfaction and retention

ø  sharp business acumen and strong financial aptitude; experienced in managing broad scope of activities in constantly changing environments

ø  ensure compliance with all corporate policies and procedures as well as government laws and regulations

ø  dynamic communication, presentation, negotiation, and relationship management skills

ø  proactive team player equally effective in independent and collaborative settings

 

~ technical proficiencies ~

microsoft word ~ excel ~ gators ~ aim ~ lotus notes ~ citrix

professional experience

recording clerk, stewart lending services, houston, tx                                                                             2009 c 2010

• accurately recorded real property transaction documentation and provided exceptional customer assistance regarding mortgage accounts
• diligently examined mortgages, deeds, assignments, and other documents to ensure compliance with escrow instructions, institution policy, and legal requirements

 

customer service representative, convergys, houston, tx                                                                         2008 c 2009

• successfully responded to client inquiries and efficiently resolved any issues; applied strong diplomatic skills toward meeting corporate objectives while maintaining excellent levels of customer satisfaction
• effectively implemented company systems and procedures

 

customer advocate, aegis mortgage corporation, houston, tx                                                                   2005 c 2007

• provided knowledgeable and courteous assistance for internal and external customers
• worked directly with service support companies and followed up with investors to facilitate loan processing, obtained necessary documentation, updated files, and documented database exceptions

         actively identified areas for improvement and made recommendations for enhancing customer service and workplace systems

 

loan specialist / post closer, decision one mortgage, houston, tx                                                            2000 c 2005

• conducted audits on files, monitored weekly reports for accuracy, resolved outstanding issues, and performed reconciliations
• coordinated auditors training sessions to meet branch operational needs

education

associate of arts, brookstone college, charlotte, nc                                                                                              1998

 

~ professional development ~

mortgage processing i & ii certification, central piedmont community college, charlotte, nc                                 2001

money training, negotiating skills, and compliance training, decision one mortgage, houston, tx