Customer Service Manager
Resume:
DEMA ABBOUD
*** ******* ******, *******, ** *****
********@***.***
An experienced operations associate proficient in retail banking and
mortgage origination including, but not limited to: sales development,
management, and administration. Detailed oriented and works well in
challenging fast -paced, high stress, and deadline oriented environment.
SKILLS
Microsoft Office, Outlook, Excel, Access, Calyx Point 7.4, Fannie Mae
DO/DU, and Freddie Mac LP, MAC OS X
EXPERIENCE
FAZE ONE FUNDING, LLC
YONKERS, NY
Mortgage Loan Specialist
March 2009-present
Review applicant information regarding their income, assets, debt and
credit data to determine whether the loan will acceptable.
Determine which products best meet the customer needs and financial
circumstances.
Advise potential borrower regarding the advantages and disadvantages of
different financial products and the most appropriate
mortgage loan programs.
Negotiate terms and conditions of the loan with investor.
Ensure lending compliance with all origination procedures including
investors' policies and regulatory requirements.
Handle client issues and escalations in a timely and effective manner
Communicate frequently with supported sales team to keep them informed of
business, industry, and product changes.
Proactively communicate with investor on an ongoing basis concerning loan
status.
Order, review, and approve appraisal, title work and hazard insurance
polices.
Track number of new applications, loans and whether approved, cancelled or
denied.
Meet with investor's account executive on a monthly basis to discuss
overall service, new loan files, and recommend
improvements.
LOMTO FEDERAL CREDIT UNION
NEW YORK, NY
Assistant to the Chief Operating Officer
January 2008-October 2008
Developed and implemented new policy and procedure governing member service
department daily operations.
Involved in meetings with Chief Financial Officer, Chief Operating Officer,
and Compliance Officer relating to procedure writing, work flow analysis,
special projects.
Identified and resolved conflicts between public and bank, employees and
management, clarifying work relationships and alleviating communication
problems.
Hired new personnel for the Member Service Department and training Member
Service Supervisors.
Advised Credit Union staff on system updates and in charge of ensuring each
department fully understands the system's enhancements.
Improved overall Credit Union system to operate in an efficient and
effective manner by purposing system enhancements.
Member Service Supervisor
April 2007-Dec.2007
Supervised staff of 4 regarding employee records, performance evaluations,
and recommendations.
Responsible for the daily operations of the Member Service Department
including teller line and new accounts.
Guided Credit Union through successful conversion to debit cards.
Responsible for reviewing daily EFT reports.
Worked closely with our Lawyer to resolve legal issues with our members'
accounts.
Processed insurance claims for our members.
Reviewed the monthly audits to ensure the Credit Union and NCUA policies
were followed.
NORTH FORK BANK
NEW YORK, NY
Customer Service Representative
Feb.2006-April 2007
Responsible for ensuring branch's clients receive an excellent level of
service.
Designed an exclusive banking package for each client that contains
products that best suited their individual or business needs.
Actively participated in several in-branch networking events to facilitate
business development and promote teamwork.
Consistently meet Branch Manager's sales goals concerning attaining new
business and cross selling new bank products.
Teller Supervisor
Oct.2004-Feb.2006
Full responsibility and accountability for 3 employees, average daily cash
carry of $500,000 and all audit procedures within teller area.
Provided strategic and critical support to Green Point Bank Branch during
merger transition.
Assisted the Assistant Manager in monthly proofing of branch with regard to
reconciling daily ledger accounts and teller cash-losses sheets.
EDUCATION
RIVERDALE, NY
Manhattan College Bachelor of Science, Major in Finance, 3.5 GPA
August. 1999-May
2003
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