Customer Service Quality Assurance

Renee Murray *********@*******.***

* ****** ******, ***. ** Lodi, NJ 07644 (315)-867-

4784

Summary of Qualifications

Dynamic and highly-motivated professional with over 20 years of experience

in the mortgage field. Proven expertise in preparing pre-closing documents,

providing quality assurance, and reviewing commitment letters to ensure all

conditions were met. Detailed oriented and dedicated in meeting and

achieving organizational goals and objectives. Demonstrated record of

consistently improving operational efficiency and productivity while

maintaining a high level of customer service. Well developed communication

skills demonstrated through customer interaction, database operations,

report generation, and production of written materials. Excellent creative

thinking and decision making abilities with extensive experience at

developing strong business and customer partnerships.

. Problem Solving - Proven ability to troubleshoot and develop both

creative and innovative solutions to business challenges; successfully

manages change for improved performance and greater efficiency.

. Work Ethic and Professionalism - Solid professional standards and an

excellent track record of dependability. Maintains a clear focus on

achieving bottom line results while ensuring productivity of loan

operations.

Professional Experience

BDS Brokers

Woodland Park, NJ

Account Administrator

2013 - Present

. Fully responsibility in monitoring and responding to problem

resolution tickets in a timely manner by resolving a broad range of

internal and external client issues and addressing customer inquiries.

. Provide leadership in establishing and maintaining client accounts,

resolving operational issues pertaining to client accounts, sending

out wires, and updating/fulfilling all account transaction needs.

. Support, process, and track on-going client account requests for

various business lines on a daily basis, assist with cash and security

additions and withdrawals, and facilitated client account

registration.

BNY Mellon

Oriskany, NY

PC Support/Database Management Specialist 2007 - 2013

. Installed software; patched, upgraded, and maintained desktop

operating systems. Fixed slow PCs.

. Trained end-users to handle different software applications; logged

issues in the help desk tracking system.

. Diagnosed and resolved site problems while updating systems

applications and/or database administration.

. Developed and implemented new database system to update customer

information file and accounts.

. Demonstrated ability in maintaining and supporting production

processes using third party software.

BNY Mellon

Oriskany, NY

Loan Processing Administrator

2004 - 2007

. Routinely maintained daily reconciliation spreadsheets for incoming

and outgoing funds, and tracked information on loans processed. Kept

procedures up to date and maintained reconciliation spreadsheets.

. Manually reconciled and accurately posted exceptions while balancing

and returning of outgoing funds.

. Demonstrated ability in identifying processing exceptions and

recommending quick solutions on issues.

Brokers Title Insurance

Syracuse, NY

Title Processor

2001 - 2004

. Balanced all client associate work while assisting the manager with

daily processing when required.

. Ensured all required critical documentation was reviewed and cleared

according to established policies.

. Met departmental deadlines, repaired/returned incorrect instructions,

and handled exception transactions.

. Duties included ensuring that service level agreements were met;

verified all information entered was correct. Addressed customer

complaints, provided quality control, and was responsible for data

entry.

Computer Skills

Microsoft Office (Word, Excel, PowerPoint, Outlook)

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