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Customer Service Sales

Location:
Voorhees Township, New Jersey, United States
Posted:
August 30, 2017

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SUMONA GHOSH

OBJECTIVE:

To work toward the employer’s goals and continue personal career growth utilizing my skills in Mortgage Loan Processing, Program Management and Customer Service and experience on special projects. Key strengths and expertise:

• Strong analytical and problem solving skills, with an ability to prioritize diversified responsibilities and multi-task in a fast paced environment.

• Highly developed communication and interpersonal skills, with a strong commitment to teamwork and meeting goals.

• Proven track record in customer service in a variety of industries.

• Adept in learning and utilizing technology.

PROFESSIONAL EXPERIENCE

Freedom Mortgage Corporation February 2016 – February 2017 Mortgage Specialist

• Managing the Conventional loans within required performance standards for welcome, approval and status calls; ensuring integrity of all data and process inputs, as well as compliance with corporate guidelines and procedures.

• Obtain adequate evidence of insurance from agents/brokers, and partner with sales and underwriters on difficult and/or exception transactions. Identify and diagnose the causes of problems or delays, taking proactive steps to resolve or escalate issues when necessary.

• Assure on-time closings by completing all required pre-closing steps in a timely manner.

• Consistently meet or exceed monthly performance measurements for first mortgage suspense, compliance/regulatory and customer service.

Access Capital Funding January 2015 – April 2015

Mortgage Loan Processor

• Managed a “pipeline” of up to 25 loans within required performance standards for welcome, approval and status calls; ensuring integrity of all data and process inputs, as well as compliance with corporate guidelines and procedures.

• Obtain adequate evidence of insurance from agents/brokers, and partner with sales and underwriters on difficult and/or exception transactions. Identify and diagnose the causes of problems or delays, taking proactive steps to resolve or escalate issues when necessary.

• Assure on-time closings by completing all required pre-closing steps in a timely manner.

• Consistently meet or exceed monthly performance measurements for first mortgage suspense, compliance/regulatory and customer service.

2

Rockwood Bank July 2013 – January 2015

Mortgage Loan Processor

• Ensure that the loan packages submitted are accurate and complete.

• Evaluate risk, review collateral and make appropriate loan decisions based on established underwriting guidelines, information and documentation provided in the loan file.

• Calculate income, debt to income, loan to value and review appraisals communicate the decision

(approval, suspense, denial) to the appropriate individuals.

• Reviewing, analyzing, and evaluating complex financial and asset statements, personal and business income tax returns for high net worth borrowers.

• Evaluate credit packages and collateral for residential mortgage loans to ensure an investment quality loan product.

• Verify accuracy of all calculations.

• Determine and document loan conditions and communicate requirements and decisions to loan officer, both verbally and in writing.

Access Capital Funding June 2012 – July 2013

Mortgage Loan Processor

• Managed “pipeline” of up to 40 loans within required performance standards for welcome, approval and status calls; ensuring integrity of all data and process inputs, as well as compliance with corporate guidelines and procedures.

• Obtain adequate evidence of insurance from agents/brokers, and partner with sales and underwriters on difficult and/or exception transactions. Identify and diagnose the causes of problems or delays, taking proactive steps to resolve or escalate issues when necessary.

• Assure on-time closings by completing all required pre-closing steps in a timely manner.

• Consistently meet or exceed monthly performance measurements for first mortgage suspense, compliance/regulatory and customer service.

InteliSpend Prepaid Solutions (American Express Incentive Services) July 2001 – April 2012 Account Manager

• Work cross functionally between teams (Branding, Finance, Production, Operations, Client Services) to launch programs successfully.

• Manage custom client inventory and program renewals.

• Manage client on-boarding, program implementation, and client education.

• Work with clients to maximize sales growth by penetrating accounts.

• Review programs and proactive communication for customer retention. Program Research Specialist

• Serve as liaison between Sales and internal departments.

• Manage custom client inventory and program renewals.

• Help to resolve escalated issues from client support.

• Provide support to sales personnel.

• Conduct research, prepared statistical reports and handled information requests for Sales and Program and Key Account Managers.

Operations Specialist

• Responsible for all New Card/Gift Check Account Set-Ups.

• Duties include Card cancellations, preparing monthly, quarterly client reports.

• Process demographic and funding files through WS-FTP-PRO 3

• Monitor Database and provide daily updates to the appropriate Program Manager.

• Manage special accounts including invoicing.

• Provide Pre-cancellation client list to Management on a regular basis. Inbound Service Coordinator

• Sole departmental representative assigned to manage special accounts like Microsoft, Intel, GM, GE, IBM, etc.), acted as a liaison between AMEX Risk and client to verify payment for orders as applicable for special process accounts.

Macy’s 1999 – 2001

Sales/Customer Service Associate

• Responsible for training new sales associates.

• Answering customer queries over phones, walk-ins.

• Prepare daily cash-balance receipts and operate cash registers.

• Received 2 performance awards, the Selling Star and Smiling Star. EDUCATION

Bachelor of Sciences

Calcutta University, India 1985



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