SHANAÉ M. JORDAN

California

M: 916-***-****

ac5yg0@r.postjobfree.com

PROFESSIONAL SUMMARY

SKILLS

Communication - Deals with internal and external customers at all levels via telephone and email, to ensure successful communication via actively listening and probing questions.

Problem solving - Ability to multi-task, produce quality work, and meet deadlines in a fast paced environment.

Team Player - Enjoys sharing knowledge and encouraging development of others to achieve specific team goals.

WORK HISTORY

Loan Officer 10/23/2017-04/14/2018

Disaster Assistance

U.S. Small Business Administration - Citrus Heights, Ca

Provide disaster assistance to homeowners and renters seeking funds for repairs, rehabilitation or replacement of disaster damaged personal and real property.

Investigate and evaluate credit history to determine credit worthiness of properties and/or their principal owner(s).

Review all pertinent facts needed to make eligibility determinations by analyzing such factors as the nature and cause of damage, intended use of proceeds, legislative and administrative loan limits, and disposition of insurance and other recoveries.

Process home loans and make recommendations on collateral needed to secure loans.

Apply accepted financial procedures to analyze financial resources to determine an applicant's ability to repay requested loans.

Ensure loan files contain all pertinent documentation to include conversations with applicants and written recommendations or justifications for conclusions.

Respond orally and/or in writing to applicants or their representatives.

Appraisal Quality Assurance Analyst 08/07/2017-10/23/2017

Real Estate/Commercial Valuations (Temporary Assignment)

Clear Capital - Roseville, Ca

Review property valuation reports to ensure they meet the client's quality standards.

Ensure each valuation report meets high quality standards and requirements.

Expected to meet quantifiable processing standards.

Improve vendor relations through outstanding customer service.

Facilitate the completion of well defended valuations.

Work with account specialists to ensure delivery of high priority reports to the customer.

Home Services Specialist (Analyst) 12/07/2015-06/23/2017

Customer Service-Home Equity

Bank Of America - Rancho Cordova, CA

Serve as the central point of contact for clients, and other involved parties.

Review, research, investigate, and validate clients’ personal and financial information.

Negotiate loan terms, pricing, and set expectations for clients, and involved parties.

Responsible for handling communication involving negotiation of loan terms and pricing.

Manage and balance a pipeline of inbound/outbound calls to successfully achieve individual production metrics while contributing to the success of all delivery center goals.

Display confidence in process knowledge and adhere to product and policy guidelines.

Maintain willingness to be proactive in communication with clients, in addition to internal and external employees.

Leverage critical thinking and collaboration to deliver high quality options and solutions to clients and any involved parties.

Ensure that client expectations are set properly and followed through until loan booking.

Protect the privacy of clients while using multiple data sources internet, client documentation, vendor documentation and internal/external systems.

Handle escalated client situations and clearly communicate to management any issues, or concerns that may require 2nd level escalation to ensure prompt resolution.

Customer Claims/Call Center Representative 06/16/2014-11/16/2015

Auto Insurance Claims

Liberty Mutual - Rocklin, CA

Advise policyholders, claimants, physicians, medical providers, attorneys, and repair shops as to proper courses of action within prescribed procedures and authority regarding their claims and policies.

Review, authorize, and pay claims within their designated authority.

Investigate claims thoroughly and refer claims with Special Investigative Unit or Subrogation department as warranted.

Resolve escalated issues and worked closely with 3rd party vendors to ensure proper workflow and processes are followed.

Claims Processing Specialist/MOI Dispatcher 12/20/2010-06/12/2014

Auto Insurance Claims

Allstate Insurance Co - Roseville, CA

Advise policyholders, claimants, physicians, medical providers, attorneys, and repair shops as to proper course of action within prescribed procedures and authority regarding their claims and policies.

Secure essential facts about losses, assess liabilities, and negotiate settlements.

Review, authorize, and pay claims within their designated authority.

Investigate claims thoroughly and refer claims with Special Investigative Unit or Subrogation department as warranted.

Resolved escalated issues and worked closely with 3rd party vendors to ensure proper workflow and processes are followed.

Initiate the maintenance and oversight of daily staffing needs, the monitoring of absences, and the assigning of tasks to adjusters.

Initiate tasks that are needed to complete the Technical Review process.

EDUCATION

Bachelor of Arts: Criminal Justice 06/16/2009-04/11/2013

Chapman University - Irvine, CA

Coursework in Administration of Justice, Criminology, Criminal Justice, Criminal Investigations, Fingerprinting, Investigative Report Writing, Corrections, and Race in the Justice System.

Certificates of Achievement: Human Resources 06/13/2018-Present

Cornell University – Ithaca, NY – Online Program

Human Resources Essentials: Aligning Employee Performance with Organizational Goals, Countering Bias in the Workplace for HR, Fostering a Coaching Culture, Interpersonal Communication Skills, Effective Hiring and Interviewing, and Addressing Workplace Behavior Issues.

Compensation Studies: Total Rewards Compensation, Measuring and Compensating for Performance, Attracting and Retaining Talent with Performance Pay, and Assessing the Financial, Strategic, and People-Related Return on Pay for performance.

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