Customer Service Sales

NAFFISA TURAY

***** ***** **** **** 240-***-****(m)

Silver Spring, MD 20902 *******.*****@*****.***

Financial services professional with demonstrated leadership strengths and proven ability in managing multiple responsibilities in a fast-paced environment with critical deadlines. Well organized with attention to detail; works well independently as well as collaboratively in a team setting, and proven ability to “think outside the box” in identifying problems and implementing innovative solutions.

Areas of Strength

Research & Analysis Strategic Planning Project Management

Database Management Excellent Customer Service Sales Management

PROFESSIONAL EXPERIENCE

STONE STREET CAPITAL, LLC, Bethesda, MD Oct. 2009 - Present

Compliance Specialist:

A leading specialty finance company, Stone Street Capital LLC offers customized flexible options to convert future payments into immediate lump sum such as structured settlements; personal injury settlements; lawsuit settlements; annuities; and lottery, contest, and slot jackpot prizes. Job duties include, but are not limited to:

Review contracts based on information provided in the customer application and/or supporting documents to make sure that they are in compliance with State and Federal regulations.

Conduct an initial phone interview with clients who want to sell their annuities or structured settlement, to identify missing documents and other missing information.

Communicate with Stone Street’s outside counsel for preparation of the legal filing

Negotiate court filings with counsel for various insurance companies.

Provide daily updates to management regarding general deal status updates and critical deal-specific information and issues to be resolved. Actively participate in weekly transaction meetings by providing timely and accurate deal status updates.

Review clients Annuity Policies and Settlement Agreements to verify owners and amount they intend to sell

Order and review lien, judgment and credit checks on sellers and borrowers; take steps to resolve all liens and judgment issues including obtaining payoff information

Update database with log entries reflecting seller communications and issue resolution.

Runs Credit Reports, Bankruptcy and Cash Advances.

Provide sellers updates on pending transactions and demonstrate strong customer service skills in communication with these parties.

BUCKINGHAM MORTGAGE, Rockville, MD Feb. 2002 – Mar. 2009

Processor/Loan Officer

Originated, Processed and Audited loans. Verified, compiled and typed application information for mortgage loans

Reviewed residential loan application files to verify that application data was complete and met established standards, including type and amount of mortgage, borrower assets, liabilities, and length of employment.

Compiled data, identified discrepancies or omissions, and took actions or made recommendations.

Ran data through the Underwriting software (Loan Prospectus and Desktop Underwriting) for pre-approval, making sure that guidelines were met.

Liaised between Appraisers, title companies, lawyers, Real Estate Agents, and vendors. Ordered Appraisals and Title Binders

Analyzed credit reports, computed income and ratios.

Cleared underwriting conditions after approval and requested closing docs.

Coordinated loan closings between the borrowers, lenders and settlement companies.

Established a filing system which was accessible and easy to retrieve and maintain.

Prioritized work and “multitasked” in order to accommodate changes in work flow.

Set up electronic calendars for schedules, meetings, training, and for monitoring rate locks and project deadlines.

Established new accounts, serviced existing ones, identified needs and referred clients.

Audited loans when finally closed to verify that we were in compliance with State and Federal regulations.

Cross sold loan modification products to clients who were behind on their mortgage payment and do not qualify for a refinance due to their credit scores.

Collected documents needed for modification, completed and submitted to modification Attorneys.

Reviewed client status with Attorneys, weekly and provided timely loan modification updates to clients.

SUNTRUST BANK, Silver Spring, MD Aug. 1988 – Jan. 2002

Assistant Branch Manager

Assisted the Branch Manager with sales meetings, expense monitoring and control (agenda, reports, etc.)

Reinforced SunTrust’s sales principles: provided new branch employees orientation and SunTrust’s sales processes in an on-going manner.

Provided feedback on selling skills, results and customer interaction to the Financial Service Representatives, Sales Specialist and related business managers.

Participated in interviewing, recruiting and training new employees.

Successfully directed a staff of ten by fostering open line of communication, teamwork mentality, and time management training which resulted in efficient work flow

Managed branch personnel functions including employee performance evaluation, training, resolution of employee grievances, counseling and shift schedules.

As team leader, assigned additional responsibilities to employees and conducted monthly branch audits.

Acted in the branch manager’s absence; duties included conducting daily sales meetings and planned strategies to maximize market penetration

Built ongoing client relationships, resolved customer relation issues and provided superior customer service, which increased client satisfaction by 80%.

EDUCATION

UNVERSITY OF MARYLAND UNIERSITY COLLEGE, Adelphia, MD;

Master of Science in Healthcare Administration

MONTGOMERY COLLEGE, Takoma Park, MD;

FOURAH-BAY COLLEGE, UNIVERSITY OF SIERRA LEONE, Sierra Leone,

Bachelor of Arts in International Economic Relations

Technological Skills Microsoft Office Suite, Windows, Salesforce, Lexis /Nexis research mechanism, Loan Prospectus and Desktop Underwriting

Contact this candidate