Customer Service Quality Control
Resume:
Theresa A. Pope
Cleveland, OH 44135
*************@*****.*** or *************@*****.***
Skill Summary
. 5 years plus experience delivering excellent customer service for
internal and external customers
. Proven communication and follow up skills and attention to detail
. Leadership skills
. Meets and directs visitors.
. Provided other administrative support as required: typing, filing,
photocopying, binding books, and preparing mailers
. Ability to multitask with a strong attention to detail.
. Ability and willingness to work cooperatively with others.
. Ability to be flexible to ongoing program and process changes.
. A professional attitude and a desire to succeed.
Experience:
PNC Consumer Loans, Brecksville, OH
Real Estate Administrator, 02/2011 to 04/2013
. Maintain, update, analyze collection accounts for HELOC's, and 2nd
Mortgages
. Complete loan checklist for audit
. Trained 6 new employees
. Performed office operations for department
. Reviewed all audit inspections on a monthly basis to ensure accounts
were appropriate
. Collaborated with remote offices and departments to provide efficient
services with utmost accuracy
. Managed pipeline by reports within allotted turn-around times
. Maintained boardroom scheduled appointments.
. Provided other administrative support as required: typing, filing,
photocopying, binding books, and preparing mailers
JPMorgan Chase, Cleveland, OH
Closer, 08/2010 to 01/2011
. Prepared and processed conventional mortgage documents
. Obtained initial and missing documentation required to qualify for the
loan
. Verified loan documentation for compliance and completeness, ensuring
all required documents outlined an approval was received, Equity
Requirement was met and any risk mitigated
. Review loans for compliance within RESPA, TIL, HMDA, Reg. B, etc
. Communicate with various companies to obtain Property Survey, Flood
Certificate, Title Commitment, and payoff information
. Manage pipeline by reports within allotted turn-around times
. Provided information and answers the telephone or console switchboard.
. Received and sent packages via couriers
Adecco (Staffing Agency), Cleveland, OH
Mortgage Loan Processor, 06/2010 to 08/2010
. Perform daily account maintenance
. Complete loan checklist for audit
. Validate mortgage documents
. Provided information and answers the telephone or console
switchboard.
. Received and sent packages via couriers.
. Verified loan documentation for compliance and completeness, ensuring
all required documents outlined an approval was received, Equity
Requirement was met and any risk mitigated
LPS Field Services, Solon, OH
Quality Control Analyst, 01/ 2009 to 03/2010
. Analyze, review, inspection photos.
. Validate photos of property
. Provided information and answers the telephone or console switchboard.
. Received and sent packages via couriers
First American Corporation, Cleveland, OH
Quality Control Analyst, 11/2005 to 11/2008
. Prepare property taxes for counties and tax collectors
. Verified loan documentation for compliance and completeness, ensuring
all required documents outlined an approval was received, Equity
Requirement was met and any risk mitigated
. Recorded mortgage documents for county recording
. Complete loan checklist for audit
. Answers the telephone or console switchboard .
. Received and sent packages via couriers.
Kelly Services, Cleveland, OH
Loan Processor, 05/2002 to 11/2005
. Reviewed, analyzed and prepared mortgage documents for closing at
Chase Bank, Key Verified loan documentation for compliance and
completeness, ensuring all required documents outlined an approval was
received, Equity Requirement was met and any risk mitigated
. Communicate with various companies to obtain Property Survey, Flood
Certificate, Title Commitment, and payoff information
Charter One Bank and First American Bank, Ohio Savings Bank, Cleveland, OH
Registration Specialist/ Risk Management, 05/1998
to 06/2000
. Quoting mortgage rates to lenders
. Inbound Sales Rep
. Trained, mentored and coached less experienced Registration Specialist
. Verified loan documentation for compliance and completeness, ensuring
all required documents outlined an approval was received, Equity
Requirement was met and any risk mitigated
. Provided information and answers the telephone or console switchboard.
. Received and sent packages via couriers
Education:
DeVry University, Seven Hills, OH
Bachelor of Technical Management, January 2016
Remington College, Cleveland, OH
Associates of Applied Science in Business, January 2012
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