Quality Assurance Customer Service

Yolanda Shaffer

**** ******** **** 216-***-****/791-9990

Cleveland, Ohio 44104 acc6d7@r.postjobfree.com

Customer Service/Mortgage

Organized ● Analytical ● Innovative ●Communicator ● Dynamic

Diverse experience – Mortgage Operations, Quality Assurance & Account Analysis

Proficient computer skills (Microsoft Office Suite)

Excellent interpersonal and communication skills written and verbal

Ability to work well with others, in both supervisory and support staff roles

Maintains positive attitude and follows directions accurately

Accurate typist – close attention to detail

Effective time management skills

Warm and friendly personality

Lively, upbeat and able to multi-task

ACCOMPLISHMENTS

• Possess 10+ years of providing quality financial services, account analysis and quality assurance

• Consistently meets 100% of assigned deadlines and responds to customer concerns in a timely fashion

Event Coordination

• Coordinated community events and developed effective strategies and utilized advanced resources

• Prepared marketing materials according to the time lines of site distribution

• Maintained site relationships between the coordinator, reporting progress and informing contacts of upcoming events

• Finalized all contracts/rental agreements within a timely manner

Mortgage Operations and Quality Assurance

• Processed on average between 190 to 250 recorded mortgages and final title policies in a 30 day cycle

• Reviewed reports for investors to ensure that all loans processed under 90 days and documents have been satisfied

• Processed all loan requests for quality control that were required for state audits

• Processed 75 to 85 closed loans monthly for purchase by various investors

• Handled all mortgage funding via warehouse banks within 5 business days in order to avoid costly penalties to investors

• Shipped files to investors in a timely manner and removed them from warehouse account to prevent any penalties

Financial Analysis

• Approved funding for first and second mortgage loan closings

• Authenticated information provided for wiring funds with 2 parties from sender and receiver confirming instructions

• Ensured the release of funds to parties of concern and processed wired funds for mortgage closings

• Balanced general ledger accounts and processed cash orders for 67 bank branches

• Processed and balanced all department wire requests at the end of banking day

• Balanced after processing 70 to 90 wires to appropriate accounts on a daily basis

COURSES OF STUDY

Accounting Principles Business Management Payroll Applications Personnel Management

Business Law and Legal Procedures Information Processing Document Processing Computerized

Accounting

PROFESSIONAL EXPERIENCE

Cashier/Finance HorseShoe Casino Cleveland, Ohio 11/2012 to Present

Post Closing Officer Sirva Relocation Independence, Ohio 08/2008 to 8/2012

Shipping Officer Sirva Relocation Independence, Ohio 08/2006 to 08/2008

JP Morgan Chase Mortgage Funding Analyst Cleveland, Ohio 06/2001 to 02/2006

EDUCATION

Associates of Business Administration Remington College Cleveland, Ohio 10/2011

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