ad24sz@r.postjobfree.com

904-***-****

Jacksonville, FL **258

Skills

• Complaint Resolution

• Wire Funds Proficiency

• Data Entry Proficiency

• Clerical Support

• Microsoft Outlook

• Customer Relationship

Management

• Critical Thinking

• Document Control

• Problem Resolution

• Credit Adjustments

• Data Collection

• Customer Relationship

Management (CRM)

• Administrative Support

• Medical Terminology

Knowledge

• Problem-Solving Abilities

• Client Relations

• Research

• Technical Support

• Delivery Scheduling

• Quality Verification

• Computer Proficiency

• Team Development

• Microsoft Excel

• CRM Software

• Conflict Resolution

Education And Training

Computer Science:

University of Maryland

College Park, MD

Computer Science:

Rutgers, The State University of

New Jersey

New Brunswick, NJ

Monique Soto

Summary

Proven business professional with drive for excellent customer service. Experienced on diverse software. Fast-paced and analytical thinking with detail- oriented problem solving. Comfortable working in a fast-paced deliverable-driven environment. Top notch time management skills. Committed to maintaining professional relationships to increase profitability. Experience

PNC Financial Services - Customer Service Representative/QA Commercial Lending

Jacksonville, FL

11/2022 - Current

• Quickly learning, assisting, other team players, what fields are needed to be completed in (ACBS System) on Commercial Lending software for different specialty customers and deals

• Auditing and providing resolution for quality analyst in Commercial Lending Department, by implementing day to day instructions indicated on Quality Control Originations Process job aide

• Interpreting and initiating various procedures using job aides needed instructions in (ACBS, Capital Stream and Class Systems) for specific types of notes, credit agreements, security agreements, guarantor agreements

• Implementing ACBS System for various procedures to rectify special client's business rates

• Trained and managed over 10 Commercial Lending QA reviewers. PNC Financial Services - Loan Closing Associate/Customer Service Representative

Jacksonville, FL

09/2020 - 11/2022

• Prepared and reviewed documentation for accuracy due to established timely closing of mortgage loan guidelines.

• Collaborated with internal and external business affiliates, to provide communication, document, and confirmation of wire instructions.

• Utilizing completeness and accuracy on the implementation of wire instructions, while establishing and delivering funds, for closing settlement associate and PNC customers.

• Provided excellent assistance, per management, on 2022 3rd quarter review, for closing instructions documents to facilitate top notch settlement of mortgage loans per PNC established guidelines.

• Managed and trained over 10 new funders on new managerial wire and funding procedures.

The Stonehill Group - Mortgage Quality Analyst I

Jacksonville, FL

08/2019 - 09/2020

• Provided compliance and post close audits on conventional, and government

(agency) type Mortgage loan files originated for sale to Fannie Mae, Freddie Mac, FHA, VA, USDA, or Private Investors.

• Reviewed closed loan documents to ensure compliance with all Federal, State, and local regulations

• Audited minimum of 10 files per day while maintaining 95% or higher rate of accuracy.

• Managed time efficiently and prioritize workloads to meet strict deadlines while handling multiple tasks.

Ditech Financial/Insight Global - Loan Servicing Analyst/Customer Service Representative

Jacksonville, FL

05/2019 - 08/2019

• Responsible for researching and analyzing past loan history to ensure that the loan being serviced appropriately maintained for sale on Secondary Market.

• Managed and trained over 10 new loan servicing employees.

• Conducting quality control review of wires instruction on loans originally serviced with the India team, offshore, consisting of loan backlog.

• Working through a proprietary que, checking for 100% accuracy of loan processing, while preparing live checks for the implementation of check imaging. Also, handling check returns, reissues, reimbursement, escrow correction and ensure that SLA's (service level agreement) deadlines are met on all processes.

Loan logics - Compliance Auditor

Jacksonville, FL

08/2016 - 05/2019

• Performing compliance audit review on Pre and Post Closed Mortgage Loan transactions

• Provided 100% quality assurance review and rebuttal process.

• Adhered to TRID TILA/RESPA State and Federal Laws and comply with SLA for each investor client

• Improved 100% customer care, implementing, initiating, auditing process.

• Managed and trained 10 - 15 new compliance auditors. PNC Financial Services/Robert Half Agency - Sr. Mortgage Closer Jacksonville, FL

12/2015 - 08/2016

• Coordinated all aspects of the mortgage application process

• Work with management gathering and tracking all necessary data related to loan originations with objective of determining most cost effective and time efficient way of generating loans

• Delivered closing instructions and documents to facilitate the settlement of loans according to established guidelines

• Reviewed documents collected at closing and take appropriate next steps to resolve discrepancies.

Florida Blue Cross and Blue Shield/Alluvion Staffing - Customer Service Representative

Jacksonville, FL

09/2014 - 12/2015

• Assisted new and existing members with their subsidy for Affordable Care Act

(ACA) application online through FL Blue and Healthcare.gov.

• Provided outbound calls to members needing to update their subsidy for Affordable Care Act and renew their coverage.

• Gathered and organize data from new and existing members ACA applications.

• Compiled and analyzed reports and identify discrepancies that require management's attention.

• Managed 100 + members' subsidy ACA applications and devote time to risk management, especially with regard to application discrepancies. Accomplishments

• Professionally processed 80+ calls per day, providing information and service to ensure mortgage loan customer satisfaction.

• Ensured 100% customer satisfaction by establishing follow-up calls.

• Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product and service.

• Supervised team of 10 retail mortgage funders, while establishing 100% accuracy.

• Achieved 100% rating through effectively helping quality review retail mortgage closing disclosures. While resolving large volume QA reviews of Commercial Lending, establishing bookings with 100% rating and Spotlight recognition from peers and Sr. management.

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