Keresa Jones

MLO Mortgage Loan Officer

San Antonio, TX 78229

acz98r@r.postjobfree.com - 512-***-****

Relocating to Indianapolis, IN in June 2017

Authorized to work in the US for any employer

WORK EXPERIENCE

MLO Mortgage Loan Officer

USAA Call Center - San Antonio, TX-2015 to 2017

* Develop and maintain successful relationships with existing and prospective USAA customers

* Determine borrower financing objectives and goals

* Present borrower appropriate USAA products and programs and explain guidelines

* Provide complete 1003 loan application and required documentation to fulfillment center partners

* Utilize USAA's training material, reference tools and other resources to provide accurate and up-to-date loan programs/policy information to both external customers and internal business partners

* Ensure exceptional customer experience by overseeing the loan process from origination to closing and providing on-going communication to customers and other departments

* Achieves production goals as established by USAA

* Maintain thorough knowledge of lending programs. Policies, procedures and regulatory requirements, demonstrate a commitment to professional ethics, complying with all Federal and State compliance policies and adhering to HMDA. Attend and complete all USAA required training

Claims Contact Representative

Progressive Insurance - Austin, TX-2014 to 2015

The first point of contact for customer involved in accidents.

* Assist caller, i.e. progressive customer, claimant, attorney, medical providers, and law enforcement officers with filing a claim for automobile, motorcycle, RV, boat, and other water craft accidents. Also to include property damage, theft, vandalism, weather related damages, glass and injury only claims.

* Enter in all data from the caller to set up the claim, including geography, injuries and police report information.

* Review and answer coverage related questions and concerns.

* Review claims adjuster and representative notes for most accurate and updated information on exciting claims.

* Dispatch roadside assistance for disabled non accident vehicles

* Dispatch 3 party towing service for disable accident vehicles

* Log and follow up on all dispatched calls for customers.

Business Support Specialist

Superior Access Insurance Services - Austin, TX-2013 to 2014

As a BSS, my overall responsibility is to provide support for our agent's client base. Handle direct appointments with over 60 insurance carriers including, Progressive, Travelers, MetLife, The Hartford, Safeco, AIG, Foremost, First American, Kemper Specialty, American Modern, Zenith and Hiscox. Other daily activities included:

* Quote revising and processing endorsements

* Issuing Certificates of Insurance (COI), Evident of Property (EOP) and ID Cards.

* Providing Declaration pages and Loss Runs reports

* Research and answer billing inquiries. Process cancellation request

* Provide Notice of Cancellation, and assist with reinstatements.

* Track and record all calls, emails and daily assignments.

Staff mark

Corelogic - Austin, TX-2012 to 2013

Tax and Escrow Customer Service Rep.

* Answer incoming calls from homeowners regarding their taxes and escrow account.

* Verify tax payments and delinquent accounts

* Assist customers with making payments or arranging a payment plan

* Educate customer on distribution of escrow payments and disbursements for taxes and insurance

* Research tax sales notices with county tax assessor officer to verify taxes have been paid or set up arrangements to prevent a tax sale.

* Direct unrelated calls to the proper department

* Take 60+ calls per day

Mortgage Loan Originator

BBVA Compass Bank - Austin, TX-2010 to 2012

* Manage calls, online chat and email inquiries for mortgages, refinancing and home equity loans.

* Receive applications by phone and run credit checks for pre-approvals

* Collect all required documents needed to process the loan application and submit to processing.

* Coordinate with processing and under writing to finalize loan for approval.

* Assist The US Embassy for foreign national and bi-national closings.

* Coordinate with Title Company and the closing department to set up closing and loan funding date. Open checking accounts for customer to auto debit mortgage payments.

* Educate customers on government requirements for applying and obtaining a loan, rate options and programs.

EDUCATION

Kaplan University

2008 to 2009

SKILLS

Customer Service (10+ years), Collections (5 years), Mortgage Loan (8 years)

CERTIFICATIONS/LICENSES

NMLS

March 2018

ADDITIONAL INFORMATION

* 2 years' experience in Personal and Commercial Lines insurance

* 2 years' experience in Auto Claims contact center

* 5 years' experience in collection

* 8 years' experience within Mortgage/Banking industry

* Approximately 12 years' experience in Customer Service

* Detail-oriented, organized and dependable with a strong work ethic

* Outstanding interpersonal skills and an enthusiastic team player

* Meet and exceed sales goals, productivity while adhering to Service Level Agreements (SLA)

* Uphold all policies, procedures and core values per company guidelines

* Ability to handle a high call volume while navigating multiple applications

TECHNICAL SKILLS and APPLICATION

Customer service

Windows Vista and XP, Microsoft Office and Outlook, Cisco phone system, Office Communicator

Mortgage Loan financing

Nacre, C-Net, Desktop Underwriter, Optimal Blue Pricing, Credit Wise, Cisco phone Office Communicator, LOA, Mortgage Bot, Navigator, Cadence and DPQ (digital prequalification app)

NMLS License 741379

Law enforcement

AFIS (Automated Fingerprint Identification System), inmate intake and UA testing

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