Call Center Customer Service

Jerry L. Baker

*** ***** **, *******, ** *****

901-***-**** Mobile, *************@*****.***

Job Objective

Seeking a remote opportunity to use my proven customer service skills within the financial service environment to solve problems and erase doubt, treating each customer as I would want to be treated. Skills Profile

Ability to work independently to manage difficult interactions

Excellent verbal and written communication skills

Strong computer and networking skills.

Astute ability at analyzing situations, drawing conclusions, and implementing solutions

Initiative-taking with ability to work autonomously.

Good analytical and critical thinking skills.

Demonstrated ability to work under pressure in-order to meet both personal and company goals.

Great listener with ability to smile with my voice.

Call center trained.

Previous life, health, and series 6 licensed.

Home office with high-speed internet and privacy.

Microsoft Office, Fraud Detection and Prevention, and Data Entry Skills Employment History

Success Mortgage Partners, LLC (Remote) October, 2020- March, 2022 Remediation Underwriter

Maintains in depth knowledge and understanding of Agency and Investor requirements as well as compliance issues

Works in collaboration with Underwriting, Secondary, Compliance, Operations, and Sales to resolve investor issues on closed and funded loans

When necessary, comfortable reach out to third parties including borrowers to resolve loan issues, often thinking out of the box

Tracked and logged daily, loan issues and if it was an underwriter error or an investor over lay

Identified and reported to senior management loan trends often providing recommendations on how to prevent future issues

Familiar with various mortgage software including Encompass

Participated in weekly meetings with senior management regarding multiple closed loans often requiring investor repurchase. Optimal Processing Mortgage Services, Memphis, TN. October, 2015- Present Residential Underwriting Reviewer

Quality Assurance of VA, FHA, Conforming and Non-Conforming mortgage loans

Verified accuracy of Applications, Credit and Closing loan documents

Analyze and review credit, income, and asset documentation to confirm within guidelines

Document any situation not fully addressed in file

Input audit findings in all tracking systems

Averaged 10 plus full file reviews per day, including loan conditions, appraisal, and title policies MassMutual Retirement Services, Cordova, TN. January, 2009-September, 2015 Account Manager- First Mercantile Group Business

Worked with Plan Level Contacts to solve processing, service, and administrative issues

Explained agreements and regulations

Decisions made using established operating procedures and common since

Established action plans to improve customer retention Participant Information Center (Call Center)

Answer incoming calls, text, and emails from retirement participants always showing superior customer service skills.

Computer skills always required constant use of ten-twelve open applications using multiple monitors.

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