Customer Service Manager

Diane Barroso

OBJECTIVE

To obtain a clerical position utilizing my ability to perform administrative tasks with a great attention to detail, provide excellent customer service, and work well with coworkers.

PROFESSIONAL EXPERIENCE

Ruhl Mortgage, LLC

Shipping Agent (September 2016 - December 30, 2016)

Responsible for reviewing, stacking and shipping of closed loan packages in accordance with company and investor guidelines while ensuring highest quality in loan document preparation and timely submission of loan packaging to investors.

●Review and evaluate mortgage loan documents for accuracy and completeness and resolve any discrepancies prior to delivery to investor.

●Prepare and assemble loan documents for delivery to investors to include preparation of investor’s loan transmittal sheet.

●Locate and deliver pertinent documents missing from original closing package to appropriate investor in a timely manner.

●Ensure shipping completed prior to expiration date to avoid any unnecessary penalties.

●Accurately and efficiently coordinate with Secondary Market Manager to resolve investor suspense items.

●Assist with compliance, pre- and post-closing related tasks such as HMDA review, loan file audits and other compliance and quality control tasks as needed.

●Assist with rate locks and monitoring of rate lock expirations to ensure that files are locked according to guidelines.

●Remain abreast of department, corporate, investor and industry guidelines and requirements.

●Other duties as assigned.

Von Maur

E-Commerce Customer Service Associate (2015 – July, 2016)

●Provide professional and courteous telephone service to customers of E-Commerce Call Center

●Place orders, locate inventory, update customer profiles, process returns and exchanges, track packages, on Von Maur customer database

●Achieve monthly production goals for calls, incidents and chats

Pleasant Valley Community School District

Special Education Aide, Pleasant Valley Junior High (2012 – December, 2015)

●Work closely with special education students to achieve Individual Education Program goals in classroom settings

●Supervise 7th and 8th grade study halls and in-school suspension students

●Provide clerical support to the Building Secretary as needed

Educational Aide, Pleasant Valley Junior High (2006 – 2012)

●Supervised 7th and 8th grade study halls and in-school suspension students

●Provided assistance to library staff

●Provided clerical support to the Building Secretary as needed

Food Service Aide, Pleasant Valley Junior High (2003 – 2006)

●Cashiered for school cafeteria

●Acted as manager during manager’s extended medical leave of absence

●Prepared food for daily lunch for students and faculty

Mercantile Bank, N.A. – Real Estate Closing Supervisor (1992 – 1998)

●Worked closely with loan officers and attorneys to efficiently process up to 20 closings a day for residential loans, refinances, construction loans, modifications, and assumptions

●Supervised a staff of 3 – 6 employees to successfully meet all monthly volume goals

●Responsible for the accuracy of all closing documents, check disbursements, and journal transactions

THE Rock Island Bank – Mortgage Loan Supervisor (1987 – 1992)

●Supervised the processing and closing of all mortgage loan applications for residential loans, refinances, construction loans, modifications, and assumptions

●Responsible for the accuracy of all closing documents, check disbursements, and journal transactions

Knutson Mortgage, Rock Island, IL – Loan Processor (1986 – 1987)

●Processed a large volume of Conventional, FHA, and VA loans from the application stage through the closing transaction

EDUCATION

Institute of Financial Education – Blackhawk College – Moline, IL

Curriculum: Residential Appraising, Real Estate Law, Communication Skills for Business, Human Relations in Business, Introduction to Savings Association Business

Scott Community College – Bettendorf, IA

Curriculum: Introduction to Word Processing, Small Business Accounting, Secretarial Skills

American Institute of Commerce

Curriculum: Dictation I and II, Typing I and II

Assumption High School – Davenport, IA

Diploma

ADDITIONAL QUALIFICATIONS

●Microsoft Office Suite (Word, Excel, Outlook)

●Oracle Database

●Office skills (typing, shorthand, faxing, copying, filing)

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