Customer Service High School

Tiffany S Taylor-Johnson

Email: ********@*************.***

Address:

City: Cleveland

State: OH

Zip: 44128

Country: USA

Phone: 216-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Self motivated individual seeking employment with a business that will allow me to utilize my skills of expertise in the areas of Customer Service, Counseling, Mortgage Banking, Administrative/Clerical, as well as my interpersonal and organizational skills.

Educational Background:

High School Dipolma from John F. Kennedy, Cleveland OH 1/2001 to 6/1995 (Computer Applications)

High School Dipolma from Remington College, Cleveland OH 1/2001 to 12/2012

High School Dipolma from Cuyahoga Community College, Cleveland OH 1/2001 to 12/2012

Job History / Details:

Summary

Self motivated individual seeking employment with a business that will allow me to utilize my skills of expertise in the areas of Customer Service, Counseling, Mortgage Banking, Administrative/Clerical, as well as my interpersonal and organizational skills.

Highlights

Proven track record providing excellent customer service and achieving satisfaction

Ability to learn quickly, and work independently in stressful situations to meet clients/customers needs

Detail-oriented, integrity, efficient, adaptable, and enjoy working with people

Demonstrated ability to research, organize, problem-solve, and prioritize to meet deadlines

Strong leadership and communication skills

Technology

Microsoft Word Office Suite advanced

Excel

Lotus

Word Perfect

Outlook

Access

PowerPoint

Photocopier/scanner/fax

Multi-line phone system

Experience

July 2009 to Current

US Bank Home Mortgage Bedford, Ohio

Mortgage Underwriter

Facilitate process for borrower's assistance programs

Main point of contact for third party Housing Agencies

Conduct bi-weekly conference calls and weekly spreadsheets

Restructure the financing of borrower's residential loans

Review borrower's information to determine eligibility for loss mitigation assistance

Provide quality customer service to branches and correspondents

Approve/decline any residential loan submissions when necessary

Maintain daily workload to ensure prompt turnaround times as dictated by Senior Management

Submit case resolution to Investors

Process payments received electronically, and from incoming mail

Work with the bank Attorneys handling court mediation's as needed

Evaluate property documentation on loan files to ensure appropriate decisions are made per Investor guidelines

Respond to inquiries, resolve problems, and obtain all required documentation for the files

Communicate with customers, third party Housing Agencies, internal staff, title companies, etc.

Prepare and process mortgage loan records as well as the files

Evaluate the risk of residential mortgage loans on a daily basis based on sound underwriting decisions

Develop and maintain loan underwriting portfolio consistent with the banks guidelines and Investor standards

Worked with Senior Management to facilitate on-the-job training for new employees

June 2003 to January 2009

SIRVA Relocation, LLC

Relocation Counselor

Manage the entire relocation process for each transferee as their point of accountability and advocate from beginning to end of the process

Counsel transferee's on their relocation benefits and policies to ensure the transferee's needs, and their family needs were met at all times

Handled a caseload of over 100 transferee's, as well as worked with over 30 clients bringing in over $1,000,000 of revenue for the company

Process home sale and home purchase contracts

Work hand in hand with real estate agents across the country

Set up property inspections and appraisal appointments, and review the results with transferee's

Wire transferee's home equity to their bank accounts as well as process expense checks and wire expense funds to transferee's bank accounts

Partnered up with Senior Management to conduct meetings and weekly conference calls to clients, and prepare bi-weekly and monthly status client reports

Inbound/outbound phone calls to and from transferee's and clients

Facilitated Relocation Counselor Operations on-the-job training for several candidates wanting to become Relocation Counselor's, and created different templates which have been implemented as a best practice for the relocation process

Earned A-1 ratings and quality service scores for customer service during annual review performance assessments

Proven track record of achievements receiving 3 promotions within the organization

December 2002 to December 2003

Staffing Solutions Enterprises

Mortgage Inspection/IRA Specialist

Processed property inspections and the results for foreclosure homes

Worked various status reports

Inbound/outbound calls to and from customers

Solved customer problems quickly

Processed deposit slips from different bank branches

Balanced and worked customer accounts

Processed IRA retirement letters and mailed them to customers

Data entry, and worked multiple computer systems and excel spreadsheets

Facilitated on-the-job training for candidates

Education

John F. Kennedy Cleveland, Ohio

High School Diploma Computer Applications

Remington College Cleveland, Ohio

Certificates of Completion Computer Applications and Paralegal

Cuyahoga Community College Cleveland, Ohio

Actively attending Business Administration and Accounting

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate