Customer Service Quality Control
Resume:
Josephine Johnson
PROFESSIONAL SUMMARY
EXPERIENCED PROFESSIONAL WITH OVER 15 YEARS PROVIDING SERVICE AND SUPPORT
TO THE PUBLIC. POSSESSES CONFIDENCE AND PATIENCE TO EFFECTIVELY
COMMUNICATE WITH THOUSANDS OF CUSTOMERS FROM ALL CULTURES AND ECONOMIC
LEVELS. SUPERIOR MULTI-TASKING ABILITY ALLOWS FOR TROUBLESHOOTING WHILE
USING COMPUTER APPLICATIONS, MAINTAINING A PROFESSIONAL DEMEANOR,
RESEARCHING, AND RESOLVING ISSUES. SELF-MOTIVATED, EXERCISES SENSIBLE
JUDGMENT; HIGHLY ORGANIZED AND DETAILED ORIENTED WITH A PROVEN ABILITY TO
MEET DEADLINES. PROFICIENT IN MICROSOFT EXCEL, MICROSOFT WORD, POWERPOINT,
ACCESS, DESKTOP UNDERWRITER, LOAN PROSPECTOR, AND PROFICIENCY WITH THE
FOLLOWING OPERATING SYSTEMS: ENCOMPASS GENESIS, INTEGRE, AND MORTGAGE
WARE, MISER, AS400 AND FISERV. AVAILABLE IMMEDIATELY FOR INTERVIEW AND
START.
PROFESSIONAL EXPERIENCE
CONTRACTOR/PIONEAR
Bank of America 1/11-03/11
. Analyze financial data submitted with retail mortgage application.
. Input loan criteria into operating systems, EDGE and Statusmart.
. Communicate with borrowers/MLO's and Underwriters regarding
requirements and any/all missing data.
. Notify all interested parties of Approval.
. Prepare loan for closing/order title/review/payoffs.
. Work within goals of department ensuring all loans in compliance
with Bank of America policy and procedures.
Princeton First Aid & Rescue Squad 1/09 -
10/10
Community Outreach Coordinator
. Direct liaison between the Squad and Auxiliary member staff.
. Assisted with development of volunteer member initiatives.
. Key member of ad-hoc team scheduling member recruiting events within
the community.
. Successfully performed a comparison study of surrounding community
service organizations methods to encourage community volunteers.
1st Constitution Bank 6/05 - 7/09
Underwriter/Processor
. Fully analyze all facets of the loan process from origination through
closing.
. Interpret and apply lending guidelines as prescribed by government
agencies - Fannie Mae, Freddie Mac, FHA and VA.
. Work closely with loan officers and all other levels of management to
assure excellent customer service and a smooth transition through
closing.
. Maintained existing account relationships as well as developing new
relationships.
. Cleared all title situations as well as ordering the title.
. Scheduled and set up closings in office and with outside closers
throughout the state.
. Communicated with outside vendors, attorneys and title companies
regarding credit and closing issues.
. Cross-sold alternate products and insurance to upgrade the loan.
Ivy Mortgage 7/01 - 6/05
Senior Processor
. Processed all secondary market purchase and refinance loans for a
mortgage broker
on operating platforms Integre 4.0 and PC Lender.
. Opened escrow and order preliminary title report.
. Reviewed credit report, title, and appraisal and perfect 1003 for the
borrower.
. Troubleshot and resolved any issues on credit report and/or title, ie:
liens, judgments, bk's etc.
. Priced and submitted on-line and/or hard copies file submission to the
investor.
. Worked with title, escrow and the investor from loan open/submission,
to approval,
satisfying conditions, signing documents, closing/funding and
recording.
. Dealt with borrowers on a daily basis to attain required documentation
on their particular
loan.
. Prepared copy file within federal compliance and ship to corporate
office to be on file for subsequent auditing.
Nassau Savings/Sovereign Bank 5/85 - 6/01
AVP/System Support
. Responsible for integrating signal systems and networks.
. Performed signal support functions and unit-level.
. Successfully provided training to all levels of employees on new
products and applications.
. Performed quality control on new products before released to the
public.
. Successfully analyzed application programs on MISER.
. Direct liaison between the users within the company and the
programmers on staff.
. Communicated with two shift operators to assure continuation and
completion of work.
. Key member of conversion team providing vital information for the
successful conversion of all records for six branch system.
. Successfully installed major software releases.
EDUCATION
LEA COLLEGE, ALBERT-LEA, MN
Bachelors: Business/Education
.
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