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Customer Service Representative

Omaha, Nebraska, United States
May 15, 2019

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Nicole R. Ross C: 515-***-****


A results-oriented, customer centric employee with over four years of customer service experience and over three years mortgage industry experience. High energy, hard worker with strong communication, and analytical skills used to exceed objectives.

●Team Lead


●Call Center

●Proficiency in computers

●Customer Service

●Mail Support

●Ability to prioritize and handle multiple tasks/projects

●Effective oral and written communication skills

●Data Entry

●Legal Decisions

●Clerical Support

●Effective analytical and problem-solving skills


Customer Service


Equitrust Life Insurance Co

●Proactively promotes EquiTrust products, services and programs through telephone calls, faxes and emails placed to target agents. Resolves agent and IMO issues and questions regarding all products, required training, computer operations/website and general questions.

●Index and Deferred Annuities

●Send correspondence to clients

Mortgage Closer 4 05/2016-11/2017

Wells Fargo Home Mortgage

●Responsible for closing loans while being in compliance of state/federal

law and company policy

●Responsible for pipelines from assignment to completion

●Collaborate and build relationships with title companies

●Ordering verifications and documentation while following up with customers

●Being a team player by helping others and ensuring compliance with goals

Customer Service Representative 08/2014-07/2015

Athene USA

●Process transactions which included

Address changes.

Customer Portal

Beneficiary changes

●Send correspondences to the client

●QA Annuities before being issued

Loan Servicing Specialist II 07/2013-01/23/2014

AppleOne Staffing, Wells Fargo Financial

●Receive and process daily mail, incoming and outgoing

Research important documents for account information

Copy, fax, and scan documents

●Help with LPI and Insurance letters, noting account and sending them to the borrower

●Research and analyzed problems and recommended solutions

●Work directly in ECAR, Supreme, MSP, CPI, LIV

●Trainer of incoming employees

●Conducting periodic audits of files for QA monthly goals

Annuities Technician/Processing Specialist 04/2013-06/2013

AppleOne Staffing, Principal Financial Group

●Administer annuity contract

Beneficiary changes

Address changes

Name changes

●Partner with the legal department on approval of documents

●Send correspondences to the client

Customer Service 05/2011 – 09/2012


●Take between 50-75 calls daily in regards to customer’s accounts

●Account reviews to save customer’s money

●Direct misplaced calls to appropriate department

●Sale, DirecTV, High Speed Internet, Home Phone, Verizon to new customers, or existing customers to complete bundle savings.

●Team Lead

●Coach/Mentor-conducted side by side observations, quality trending reports for team members, to promote efficiency, accuracy, clear expectations and communications.

Loan Servicing Specialist II 09/2009 – 10/2010

Wells Fargo Home Mortgage

●Review work and act as liaison between negotiator and processor

●Prioritize daily work flow to ensure goals are met

●Emphasize quality of work on file through attention to detail

●Managed pipeline, made necessary adjustments depending on business need

●Lead the team with regards to questions, providing feedback and team scheduling

Phone Banker II 08/2007-09/2009

Wells Fargo Financial

●Answered inbound and outbound calls in support of customer needs

●Conveyed in reassuring manner step by step instructions to resolve application issues

●Reviewed and issued audits on account information and process

●Performed queries in multiple databases


Des Moines East High School Diploma

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