SYHELEE JONES

Stockton, CA *****

510-***-**** ad2y3m@r.postjobfree.com

Customer Service / Call Center Servicer

Extensive Customer Service and Call Center Experience with a proven record of productivity, quality, and integrity. Experience with personal information, mortgage knowledge, interpret and discuss analytical data. Handles confidential material in a professional, ethical manner.

Reliable and Punctual Time Management Skills

Excellent Verbal and Self-Directed and Able to

Written Communication skills work Independently

Able to Manage Numerous Superior Organizational Skills

Projects Simultaneously Proficient in Windows Software

60 to 80+ inbound and outbound calls Customer service driven

Multi phone lines with specific features

EXPERIENCE

Wells Fargo Home Mortgage, San Francisco, CA October 2020 August 2023

Sr. Mortgage Call Center Lead (Remote Position)

Handled Calls for Purchases, Conforming and Conforming, Some Refinances

Managed Daily 60 to 80 Calls. Closing anywhere from 20 to 30 tickets daily due to Tech Tickets I was unable to close

Coordinating with Customers on the Website for login reset, walk them through how to navigate the website for Buyers, Real Estate Agents, Loan Officers etc

Complied with all local, state and federal laws and regulations

Consistent training for all Company policies and procedures as well as processes

Multi Line phone system

Met all quotas set by Company

Fremont Bank, Livermore, CA April 2010 – October 2020

Mortgage Call Center Rep IIII

Processed inbound Calls only, for Customers looking to Purchase homes, Conforming & Non Conforming. Validated personal information etc.

Managed a growing call center queue from 60 to 100 calls daily. Closing anywhere from 40 to 60 tickets Monthly

Customer Service Calls from Clients, Real Estate Agents, Loan Officers etc.

Provided Feedback on what Customers Complaints were about and things that needed to be done to resolve the issues we ran into the most

Assisted with Customers Login and Website inquiries

Redirected Customers to correct parties and ensured there matter was handled

Wells Fargo Home Mortgage, San Francisco, CA November 2006 – March 2010

Consumer Loan Underwriter II

Selected by District Manager to attend Home Preservation underwriting events (events where file is underwritten and decisioned with customer present). Ensured compliance and customer service standards are within government and bank regulations. Analyzed income documents and credit analysis and risk assessments.

Reviewed 12 files daily, obtained Level C DOA, averaged less than 4% material findings.

Consistently in the top 3 for decisions in district.

Quality Assurance Analyst III

Researched, located, and recovered data relating to the Line of Business (LOB). Acted as a primary partner for Default Decisioning Quality Review, Compliance, and Risk Mitigation, allowing for exceptional service to internal WFHM business lines.

Reviewed consumer data to help decrease the financial risk of lending

Reviewed loan documents to be sure we were in compliance with all lending regulations

Irwin Home Equity, San Ramon, CA January 2002 –December 2005

Junior Underwriter / Loan Processor

Reviewed financial statements, credit reports, debt ratios, and loan-to-value ratios. Contacted customers and partners to gather information to make appropriate decisions. Implemented fraud detection techniques, performed compliance reviews, assisted with re-negotiations of loans based on lending guidelines.

Reviewed and approved loans up to 1,000,000.00

Received my signing authority 6 months of being in my position. It can take up to 1 year to accomplish this.

PROFESSIONAL DEVELOPMENT

Became Team Lead in my most recent position with Wells Fargo Home Mortgage.

Received several Service Excellence Awards/Trophies for my skills/knowledge.

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