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Customer Service Management

Location:
Richmond, Virginia, United States
Posted:
May 31, 2017

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Yvonne Ross

*** *. **** ******

Richmond, Va. ***25

ac0km4@r.postjobfree.com

804-***-****

Employment History:

AEROTEK:

SunTrust Mortgage

Residential Appraisal Pipeline Manager

*/**/****-***

Managed appraisal pipeline, meet daily requirement of 150 orders.

Adheres to regulatory requirements of appraisal management.

Pipeline management of the Collateral Management System to ensure

SunTrust’s policies and procedures, as well as regulatory requirements.

Communicate with processors, loan originators and other internal customers.

Reviews data from the Collateral Management System to monitor and communicate with appraisal management companies and independent appraisers to meet service level agreements.

Determine the proper departments to direct users for non appraisal delivery

issues.

Work on basic projects with minimum assistance from senior staff and

managers.

AEROTEK:

Xerox 09/21/2015 02/19/2016

Enrollment Specialist II

Review application information on the web-based system and associated imaged documents.

Identify missing information and initiate requests for generation of missing information notices.

Enter, review and processing missing information when documentation is received.

Determine eligibility for health insurance for the Cover VA Program according Virginia regulations/guidelines by reviewing documentation to accurately enter data into a web-based computer system and following procedures for running automated eligibility rules.

Verify information provided by applicants and investigates discrepancies.

Other duties as assigned.

SunTrust Mortgage INC.

Mortgage Loan Specialist

Feb 9, 2013 -August 2015

Make judgments as to whether the loan is "reasonable" even if it meets published guidelines on the surface

Maintain knowledge of regulatory changes, external and internal compliance requirements, and investor guidelines to insure loan salability.

Obtain necessary information (i.e.: loan application, credit documents, appraisals and titles, etc.)

Order Flood Certificates, appraisals and other web-related documents

Verify loan documents for accuracy and completeness.

Verify employment (VVOE) 5 days prior to closing date.

Submit subordination documents to various vendors

Coordinate and schedule closing with borrower.

Follow up with customer/others to obtain underwriting documents to clear conditions

Insure Settlement Agents meet SunTrust eligibility criteria before submission of loan to closing

Any other duties assigned by management.

Submit all data compiled into appropriate systesing details: i.e.: REALEC, CALYX, EXCELL, OUTLOOK, MERS, AND MLCS Mainframe FEMA, Fidelity MSP

Lasership Carriers

Customer Service

August 2012- February 2013

Answered inbound calls from customers tracking packages

Resolved customer complaints/issues in a timely manner

Updated customer information in tracking portal

Perform other duties as assigned by management

SunTrust Mortgage INC.

Mortgage Loan Specialist

March 9, 2011- March 2012

Make judgments as to whether the loan is "reasonable" even if it meets published guidelines on the surface

Maintain knowledge of regulatory changes, external and internal compliance requirements, and investor guidelines to insure loan salability.

Obtain necessary information (i.e.: loan application, credit documents, appraisals and titles, etc.)

Order Flood Certificates, appraisals and other web-related documents

Verify loan documents for accuracy and completeness.

Verify employment (VVOE) 5 days prior to closing date.

Submit subordination documents to various vendors

Coordinate and schedule closing with borrower.

Follow up with customer/others to obtain underwriting documents to clear conditions

Insure Settlement Agents meet SunTrust eligibility criteria before submission of loan to closing

Any other duties assigned by management.

Submit all data compiled into appropriate systems with closing details: i.e.: REALEC, CALYX, EXCELL, OUTLOOK, MERS, AND MLCS Mainframe, FEMA, Fidelity MSP

Vangent

1-800-MEDICARE CSR

August 30, 2010 to March 3, 2011

Adhere to the Privacy Act as it relates to the confidentiality of information released

Continually look for and suggest process improvements, which will benefit Vangent and our customers (internal and external).

Maintain up-to-date knowledge of CMS regulations and policies as they apply.

Utilize databases and written materials to look up and provide information to telephone inquiries

Respond to telephone inquiries within the set departmental staffing and time parameters

Maintain appropriate documentation of phone inquiries.

Provide information on Medicare Prescription Drug Plans (enrollment & coverage)

Provide general claims information including appropriate transfers and referrals.

Part A and Part B covered and non-covered services, with the appropriate referrals and fulfillment's.

Enroll callers in Medicare Prescription Drug Plans.

Perform other related duties as assigned.

Cavalier Telephone LLC

Customer Service Specialist/Repair Technician

January 2001 to November 2007

Answer incoming calls from client and/or customers in a professional, polite, and courteous manner.

Provided prompt resolution to customer inquiries by providing appropriate and

Accurate information.

Accurately document and update records in required systems.

Follow up in a timely manner to ensure customer satisfaction.

Understood all programs, systems, and procedures.

Traced daily calls

Maintained diplomacy and tact when dealing with upset customers and escalated calls.

Provided feedback to management concerning possible problems or areas of improvement.

Made recommendations to implement improved processes.

Performed other duties as assigned by management.

Profession References are available upon request.



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