Customer Service Quality Control

Kristyan Carlock

**** ******* **** **** *****, TX, 76120 682-***-**** ************@*****.***

Objective

To acquire a position where my advanced skills can improve company efficiency, challenge and enable myself to utilize my professional skill.

Skills Summary

Excellent oral and written communication skills

Independent problem solving and decision making

Strong assessment skills

Active listening skills essential

Extensive knowledge of Microsoft Office, Microsoft Access, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Internet Explorer

Core Competencies

Familiar with the current knowledge of loan closing and documentation procedures

Comprehensive knowledge of state, federal, regulatory, investor and internal guidelines and policies in regard to mortgage loan closing process.

Detail-oriented with good organizational skills

Working knowledge of word processing programs and spreadsheets

Good command over English, French and German language

Excellent phone etiquettes with good customer service skills

Flexible and ability to work under pressure

Team oriented and ability to handle multiple tasks

Employment History

Mortgage Post-Closing Specialist

August 2012 to October 2015

Keesler Federal Credit Union –Biloxi, MS

Manage and perform post-closing quality control and review of mortgage loans after closing; set up and prepare loans for transfer to servicing; serve as loan servicing liaison; track and review all post-closing trailing documents; manage team billing and accounts and perform general office duties as needed. Review and perform quality control review on all closed mortgage loans. Obtain correction on closing errors. Perform quality control on mortgage closing systems. Balance closing fees and route closing checks. Create electronic mortgage files and transmit to servicer for loan set up. Work on and track progress for obtaining all trailing closing documents. Create institutional electronic and audit files. Serve as servicing liaison for loan servicing issues handling all issues that arise with the servicer and borrower during and after loan transfer. Manage team bill payment and accounts. Manage supplies and office equipment maintenance

Retail Loan Processing Assistant

July 2010 to July 2012

Peoplequest Staffing (Bank of America) - Arlington, TX

Comparing liquidity, profitability, and credit histories for the customer. Analyzing the financial records such as earnings, savings, and payments for the customer. Verifying accuracy of the loan applications and submitting for approval. Understanding our personal loan product offerings in order to assist customers in making educated decisions that help them achieve their financial goals. Establishing and building customer relationships through delivering exceptional service

CREDENTIALS AND ASSOCIATIONS

Certifications: Certified Master Mortgage Underwriter, Accounts Receivable, Accounts Payable, Payroll, Book keeping

Affiliation: National Association of Mortgage Underwriters

Training: Underwriter 101: Advanced Underwriting: FHA/VA Underwriting: Due Diligence

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