Kaspit-Lie Dickens

Long Beach, CA

ad3kqq@r.postjobfree.com

Phone: 480-***-****

linkedin.com/in/kaspit-lie-paz-89b28219a

Career Summary

A highly organized and detail-oriented support professional with over 15 years of customer support experience. Adept in researching complex customer inquiries and providing world-class service. An efficient problem solver recognized for routinely meeting and exceeding company performance standards. Proficient in Microsoft Office and experienced in using project management tools. Possesses an adaptable disposition, performing well under the pressure of last-minute deadlines and complex transactions while retaining the satisfaction and loyalty of all parties to the closing. Works well independently and as a team member to achieve goals and deliver results.

Professional Skills and Technical Knowledge

Customer Service Conflict Resolution Fluent Hebrew/Proficient Critical Thinking Call Center Excellent Communication Customer Focused Problem Solving Collaboration ResWare AS400 Black Knight/Director Multitasking Professional Experience

DocMagic - Torrance, CA June 2022 to October 2023

Customer Service Representative

Provide phone support to internal Lenders, Loan officers, Banks regarding Loan documents

Open/Close tickets

Emailing correspondence regarding mortgage documents, payoffs, payments.

Research on customer loan inquiries to locate and correct missing and misapplied loan payments

Zillow Closing Services - Scottsdale, AZ September 2021 – April 2022 Escrow Funder

Coordinated wires and dispatched checks on time and without error.

Managed a pipeline of 200+ transactions for up to 2 million in funds

Conducted background checks to avoid risk while adhering to all regulatory requirements with 100% compliance.

Kaspit-Lei Dickens Page 2

Cenlar FSB - Tempe, AZ September 2017 – September 2021 Research Specialist

Conducted advanced level research on customer loan inquiries to locate and correct missing and misapplied loan payments.

Applied various analytical methods to solve complex mortgage problems and customer disputes.

Processed monthly residential mortgage, escrow, and principal curtailment payments consistently exceeding production metrics completing 50-100 loans a day.

Oversaw changes, analyses, requests, and payments essential to ensure accuracy, legal compliance, and a positive experience for all involved established mortgage accounts.

Handled routine and escalated calls responding to all customer requests, third-party vendors, questions, and concerns.

Bank of America – Tempe, AZ November 2007 – September 2017 Customer Service Specialist/Loan Closer

Maintained departmental quality and productivity standards for timeliness, accuracy, and compliance between 95%-100%.

Designated as the department’s subject matter expert, investigating and resolving all mortgage- related inquiries for customers, agents, third-party vendors, and associates.

Processed loans and closed transactions funded through Federal Housing (FHA), United States Department of Urban Housing and Development (HUD), Veterans Affairs (VA), Ginnie Mae

(GNMA), Federal National Mortgage Association (FNMA), and Making Home Affordable (MHA).

Assessed and coded investors’ funds transferring amounts as required to close loans. Education and Training

Acquired knowledge and skills related to loan transactions, escrow, and title management through job experience and company-sponsored training.

Bank Secrecy Act/Anti-Money Laundering

Fair Debt Collection Practices

Equal Credit Opportunity Act (ECOA) & Fair

Lending

ECOA & Notice of Adverse Actions

Fair Credit Reporting Act (FCRA)

Privacy Regulations

Red Flags

SAFE Act

Sexual Harassment Prevention

Unfair, Deceptive, or Abusive Acts and

Practices (UDAAP)

Zero Fraud Policy

Truth in Lending Act (TILA)

Real Estate Settlement Procedures Act

(RESPA)

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