CURTIS E. CHARLESWELL
**** ****** *** #*** *** Nuys, CA. 91401 acrvs3@r.postjobfree.com 323-***-****
Professional Strengths:
Experienced and goal-driven professional within the financial and mortgage servicing industry with a commitment to excellence, accomplished in problem solving, streamlining operational guidelines and meeting all operational benchmark deadlines. Systematic and detail oriented, proficient in Microsoft Office software, AS400, RTA, Canvas, WFM, NICE, LPS, Calyx Point, and DU/LP. Reliable and accountable with exceptional organization, communication, and a strong believer in maintaining a professional and positive attitude under any circumstances. Experience working in call center environments for customer service banking, mortgage loan processing and home retention collections industries totaling over 10 years of experience.
Key proficiencies include:
Demonstrate strong leadership skills with the ability to motivate, lead, and inspire
Great interpersonal and telephone etiquette with the ability to communicate professionally and clearly
Ability to multi-task and keen attention to detail
Familiarity of regulatory guidelines programs- Fannie Mae, Freddie Mac, FHA, VA, Jumbo and conventional programs.
Team player that can also work effectively independently
Highly organized individual with impeccable time management skills
Ability to quickly learn and apply knowledge of new skills
Outstanding customer service etiquette along with keen capability in problem solving matters
Computer skills working with various of operational software within call center environments
Conflict resolution and capability of working in a fast pace environment under pressure and deadlines.
Professional Experience:
Bank of America/ Urban Lending Solution – Mortgage Retention Manager April 2010- July 2015
West Lake Village, CA
Awarded Mighty Manager Award for outstanding performance achievements
Assist in developing elite, goal driven, and knowledgeable associates to properly service call volume
Implement and monitor action plans for the staff to enhance productivity, performance and quality
Facilitate team huddles and meetings to assist in deploying policy and procedure changes/ updates.
Track call volume and service levels in all queues to address staff and identify areas of opportunity
Assist leadership team in analysis of reports and provided feedback for follow-up depending on findings
Manage teams when leadership coverage is required, managing attendance and timesheets process.
Monitor Canvas, RTA and C4 chat and address associate behaviors, all across call center floor as needed in order to gain maximum productivity, use of WFM for staff planning, forecasting, and scheduling.
Continue to develop strong relationships with management, staff and customers to drive productivity in all lines of business; fluent in FDCPA, TCPA, and CFPB collection regulations
Answer procedural questions, handle over 30 escalated calls and follow-ups on a daily basis, setting the benchmark for professionalism and consistency
Knowledgeable in the components of foreclosure and chapter 7 & 13 bankruptcy proceedings
Leverage core values and work diligently to ensure peak operational performance on a daily basis
ING Direct Mortgage - Loan Processor Specialist March 2006- February 2010
Santa Monica, CA
Responsibilities included opening, creating, and processing conventional, FHA, and VA incoming loan submissions to be built and then moved onto proper queues
Review loan application to analyze credit reports, income summaries, and employment status to be in accordance with underwriting guidelines.
Complete opening process by importing applications, calculating fees, reviewing notes, conclude with proper policies, and verify conditions of loan approval- income/ asset documentations.
Classify broker contacts, convey estimated closing cost into loan documents, and print out forms to be mailed out to the applicant(s)
Finalize the process for denied/ withdrawn applications corresponding to the ordain policies and procedures
Familiarity with Good Faith Estimate (GFE), Truth in Lending (TIL), and disclosure requirements.
Resolved routine title issues, vesting issues, judgement on liens, and resolving appraisal disputes.
Multi-task between work applications on numerous work assignments on a daily basis
Ensure that policies and procedures are adhered to as outlines in the Secure Home Lending Policy
Washington Mutual - Telephone Online Banker Specialist Lead February 2004- March 2006
Chatsworth, CA
Stayed attentive and responsive to customers, co-workers, and managers demand in regards to banking procedures and policies.
Managed a team of over 20 associates on a given day, reviewing work shifts, dropped calls, scheduling team reviews and daily work flow
Addressed inbound call inquiries while also multi-tasking to assist on inbound email and chat inquiries
Required to cross sell 3 to 5 checking/savings accounts, CDs, loans, and credit cards
Joined the internship program in becoming a Platform Technician
Participated in the manager's training program and assigned trainer for new hire associates
Assigned to the escalated queue and assisted on over 60 escalated calls per day
Reviewed customer accounts for detection or possible prevention of possible fraud activities, thoroughly researching and analyzing the accounts activities to detect the level of risk or fraud types
Handled routine banking transactions requested by the customers on checking, savings, and CD accounts.
Education:
DeVry University
West Hills, CA
Associate of Applied Science in Electronic and Computer Technology
References Available Upon Request