Customer Service Support Specialist
Resume:
Lavina Grinnage
Resume
Chicago, IL *****
****************@*****.***
Passionate Customer Service and Mortgage Specialist seeking new opportunities, with advancement potential. Self- motivated with exceptional communication and management capabilities. Reliable and excellent at multitasking. Able to work independently or within a group. Authorized to work in the US for any employer
Work Experience
Assistant Store Leader
Dollar General - Cicero, IL
May 2022 to May 2023
Assisting customers in locating and purchasing merchandise. Operating the cash register. Stocking and recovering store merchandise.
Cleaning the store and performing other duties as assigned by the Store Manager Protecting the company assets.
Loan Support Specialist
Strategic Staffing Solutions - Troy, MI
October 2020 to May 2021
• Review retail loan files, post-closing, to ensure compliance with Bank and Regulatory policies and procedures.
• Supports processors in task related items such as completing a verbal verification of employment or scheduling a closing with a title company, as needed throughout the loan application process.
• Supports the management team in task related items such as file assignment, routing work from centralized email boxes or any other clerical type processing task needed to operate the processing team efficiently.
Customer Service Representative
Aerotek - Minneapolis, MN
October 2019 to November 2019
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Review insurance policy terms to determine whether a particular loss is covered by insurance. Mortgage Associate
Aerotek - Plymouth, MN
July 2019 to September 2019
• Review retail loan files, post-closing, to ensure compliance with Bank and Regulatory policies and procedures.
• Execute mortgage/title filing as needed, to ensure accuracy of security instruments.
• Work with internal and external customers, including title companies, lending staff and loan customers to complete corrective action in regard to security instruments and loan documents.
• Maintain the integrity of the collateral files, consisting of original notes and recorded mortgages and modifications.
• Complete more complex corrective actions related to loan documents and loan servicing system data entry.
• Collected, arranged and input information into database system
• Provide customer service and support to assigned area
• Perform various processing and maintenance activities including the following types of functions: document preparation (stacking) and scanning origination loan files, collateral, and teller work, miscellaneous documents, other clerical tasks such as typing, faxing, copying, sorting work, filing, responding to emails.
Mortgage Loan Purchase Specialist
US Bank - Robbinsdale, MN
February 2016 to January 2019
• Perform specific checklist review of loan documents.
• Review loan documents for any exceptions and follow up with appropriate area to clear exceptions
• Maintain reporting and meet investor deadlines for delivery of cure documents.
• Maintain knowledge of all systems supporting the closing, delivery and purchase of loans.
• Validate compliance of loans with applicable federal, state, and local laws and regulations
• Validate compliance of loans with Fannie Mae and all other Investor requirements
• Used database to manage files, document preparation, client communication, time management
• Work with different computer systems such as, DocVelocity, Citrix Receiver/LICS
• Ensure loans meet compliance requirements, loan products, underwriting guidelines and U.S. Bank guidelines.
• Ensure all lenders include acceptable proof of delivery that all documents were delivered to the borrower in a timely manner
Default Management Associate (Contract)
US Bank - Minneapolis, MN
July 2015 to November 2015
• Responsible for providing a broad variety of administrative, operational and staff support services for an assigned group(s) or manager(s).
• Responsible for ensuring proper application of and compliance with internal and regulatory standards, guidelines, and procedures
• Uses PC based software for word processing, spread sheets. Actively engaged in report, writing, tracking and compiling; data entry, record keeping, and data maintenance.
• Manage work queues and filing guidelines for the claims process for each agency, investor and insurer, by following associated rules and working with a sense of urgency to ensure all claims are filed to client requirements.
• Work closely with attorneys and clients to ensure compliance with federal/state laws and client requirements
• Used database to manage files, document preparation, client communication, time management
• Diligent review of loans assigned to foreclosure attorney to assure that milestones are being completed and attorneys are expediting the foreclosure process to be completed within allowable state timelines. Target.com Guest Service Specialist
Kelly Mitchell Group-Target Corporation - Golden Valley, MN September 2011 to February 2012
• Effectively communicated with Target customers via email
• Answered and responded to guests email in a timely matter
• Created tax exempt accounts, moderated product reviews, and created UPS labels for guests that needed to return merchandise
• Educated customers regarding Target merchandise, store experiences, Gift Cards, Target Registry, returns, check authorizations, Target Clinics, Target Pharmacy, etc
• Provided support for internal team members regarding policy, procedures and system functionality
• Displayed proficiency with complex computer systems including Vertex to setup guests as tax exempt, Guest Connect to authenticate guests by phone or email, Sterling to locate orders, and Sales Center to determine order status Early/Late Stage Collector
Wells Fargo Home Mortgage - Minneapolis, MN
May 2008 to 2010
• Worked with homeowners to cure delinquency by pre approving loan modifications; setting up on repayment plans agreements; forbearance agreements or moratoriums
• Displayed proficiency with complex computer systems including LPS (Fidelity), Early Resolutions, Panther, Internet Explorer, and various Microsoft Office programs
• Displayed leadership on the team by consistently being a top performer in team statistics: wrap time, revenue collected, signed in duration, and quality Education
High school diploma in Gender Studies
North Community High School - Minneapolis, MN
April 2000 to June 2002
Skills
• Citrix
• Loan processing
• Financial services (10+ years)
• Compliance
• Mortgage Documentation Review (8 years)
• Microsoft Outlook (10+ years)
• Customer service (10+ years)
• Data Entry
• Microsoft Excel
• Typing
• Microsoft Word
• Basic math
• Word Processing
• Order Entry
• Store Management Experience
• Retail Management
• Guest Services
• Cash Handling
Languages
• English - Expert
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