Customer Service Manager
Resume:
Tendai Wilson
Carrollton, TX, *5010
**************@*****.***
Self Motivated Mortgage Professional offering Strong Communication and quick thinking skills. Works efficiently with teams as well as Independently in Fast-Paced Environments. Great customer service skills, knowledgeable worker seeking for an opportunity to gain further experience and grow with the company. Excellent Product Knowledge Energetic Fast Learner Team Player Good understanding of company Goals
Skills
Proficient in MS office.
Excellent knowledge of mortgage Guidelines and procedures.
7 Years of team management experience.
Excellent interpersonal Skills.
Team Builder and team player.
Good Understanding of company goals and management responsibilities.
EDUCATION
Minor in Accounting, Harare Polytechnic College 1995-1997 GPA 3.6
Mortgage Loan Processor
CU MEMBERS ADDISON, TX
November 2015 thru November 2016
Refinance high profile loan to lower payments and rate to benefit our customers.
● Responsible for completely pre-underwriting loans utilizing Underwriting Condition Sheet and AUS findings prior to submission for final underwriting
● Ordered and analyzed appraisal reports and legal document reviews in compliance with loan guidelines
● Analyze and review customer's income statement, credit reports, employment histories, property appraisals report, Title insurance information, Payoff statement to prepare loan to closing in combination with for underwriting.
● Provide support to loan officer and underwriter teams by ensuring the timely, judicious and accurate processing of mortgages
● Conducted research and problem solving techniques to ensure compliance with customer loyalty, quality and timeliness standards
● Efficiently processed over 1250 mortgage loans and home equity lines from origination to closing
● Enthusiastically introduce and sell other mortgage and banking products to customers while discussing their loan with them..
● Approved loans within specified limits, and referred loan applications outside those limits to management for approval.
● Served as a liaison and Point of Contact between Loan Officers, Underwriters, and Mortgage closer.
● Implemented business loan decision based on established policies, rules, guidelines, and credit risk procedures
Customer Support
Boston Portfolio Advisor
July 2013- October 2015
Helped customers and merchants identify services and products that best suited their needs.
● Received inbound and made outbound calls to assist our clients about their loan mortgage to discuss taxes and insurance coverage on the loan.
● Ability to multi-tasking in multiple computer system to perform my work accurately to help satisfy our customers' needs
● Responsible for establishing new Boston Portfolio Advisor accounts and develops their documents in accordance with established policies and procedures.
● Performed analysis on accounts, learned how mortgage accounts are maintained and explained mortgage information to our high value customers.
● Responsible for managing a portfolio of assigned customers and brokers. Provides high level of customer service and develops ongoing referrals for large dollar transactions.
● Opened the most complex and large dollar size transactions which meet the Bank's requirements; developed and/or obtained the appropriate documentation in accordance with policy and procedures and applicable statutory and Federal regulations.
● Managed the largest customers and brokers as their relationship manager; provides customer service and develops ongoing referrals. Exercises appropriate judgment to identify potential legal and operating risks, and works with legal counsel to mitigate exposure
Claims Processor
Wingspan Lending Service
July 2011- Jun 2013
Being a claims Processor at Wingspan Lending Service,.
I solved problems with providers to correct billing and invoice issues and provide reimbursement vouchers.
When necessary I forwarded customer issues to my supervisors using Outlook for additional claims management.
I also became familiar with the HIPAA policy and array of medical terminology.
Service sales manager, Boost Mobile
Solomon Edwards Group
November 2010 to June 2011
Consulting with customers to determine their wireless service needs.
● Creating a first-rate customer experience.
● Maintaining sound and up-to-date knowledge of specific wireless products and services.
● Developing and maintaining long-term relationships with Wireless Solutions customers as well as building productive relationships with in-store personnel.
● Handling all customer service issues in a timely and professional manner.
● Handling register receipts, including daily cashing-in / cashing-out.
● Arranging and displaying store merchandising and restocking merchandise as needed.
Customer Service Representative
JP Morgan Chase
June 2005- October 2010
• Responsible for taking incoming/placing outbound telephone calls from customers requesting customer service.
• Maintain professional relationships with customers.
• Assist customers in answering questions, and resolving complaints or concerns by identifying issues and providing excellent customer service.
• Determine and qualify potential customer needs and provide sales presentations on compatible products.
• General clerical duties include typing, filing, faxing, photocopying, etc.
• Maintain current product knowledge including features and benefits of current programs.
• Send appropriate forms and information to customers.
• Handle confidential customer information such as banking information/social security numbers.
• Close the sale when applicable
Contact this candidate