Customer Service Management

John G. Stewart

469-***-**** – ************@*****.***

Qualifications

5+ years of experience as a Dependable Mortgage Closer

TRID Trained

Managed pipelines over 100+ loans and was very capable of doing more had the volume warranted

Experienced Closing and Funding 40+ loans per month, as needed

Successful approach to problem identification and resolution resulting in highest quality product

Dependable; strong value system based on personal integrity and pride taken in a job well done

Adaptable in any situation; easily grasps new concepts and ideas

Systems/Software

MS Office (Excel, PowerPoint, Word, Access, Outlook)

Professional Employment

Mortgage Financial Services 2016 – Present

Mortgage Loan Closer

Managed a pipeline of 50-75 loans with an average closing volume of 40+ loans monthly

Worked and closed both purchase and refinance loans of various loan types including VA, FHA, Bond Loans and Conventional

85% of the loans we do are Purchase

GenPact 2015 – 2016

Senior Loan Closer

Full TRID Training – closing loans accordingly

Managed a pipeline of 75-110 loans with an average closing volume of 40+ loans monthly

Worked and closed both purchase and refinance loans of various loan types including VA, FHA and Conventional

Split right down the middle of doing 50/50 Purchase to Refi

JP Morgan Chase 2011 – 2013

Senior Closer

Fully trained on Closing and Funding own loans

Managed a pipeline of 75+ loans and closed upwards of 30-40/month

Worked and closed both Purchase and Refinance loans of various loan types including VA, FHA, Conventional, HARP and RefiPlus

Split right down the middle of doing 50/50 Purchase to Refi

Senior Lead Operations Specialist 2008 – 2011

Strategic planning and management of team

Coordination of vendors, internal support, and customer satisfaction

Development of cost analysis/ Organization and Review of key documentation between Vendor and Customer

Execution of new team and company policies

Coordination of financial information between entities

Fremont Investment & Loan 2006 – 2008

Dialer Analyst

Interim manager for dialer team overseeing two sites

Managed and organized source data for collection specialists to maximize collection efforts with delinquent customers

Developed strategies for optimal account management

Analyzed floor agents productivity and make coaching recommendations where deficiencies exist

Consulted with upper management regarding system and support issues

Citigroup 2005 – 2006

Workflow Coordinator

Co-managed dialer team and designated for peer technical problem resolution off-site when needed

Produced accurate and timely source data for collection specialists to effectively make contact with delinquent customers

Provided system support to upper level management for productivity analysis of agents on the call floor

Monitored and resolved issues with system integrity and performance

Analyzed efficient time management of floor agents and make recommendations when necessary

Account Resolution Specialist 2002 – 2005

Received multiple awards of achievement for consistently exceeding collection goals and expectations

Effectively negotiated payment arrangements for delinquent accounts resulting in maximum loss prevention

Trained and coached peers toward more productive customer service skills

Exemplified professionalism and courtesy in handling a diverse customer base

Kept accurate and detailed documentation of account resolutions

United States Army 1997 –2001

Specialist – Unit Armorer/Supply Clerk

Received highest honor in Europe for exemplary management of Armory and Supply Room (2 years in a row)

Fulfilled supply requests from all levels of military hierarchy

Security Clearance: Secret (Inactive)

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