Maple Hilliard

Indianapolis, IN *****

ad40yz@r.postjobfree.com

317-***-****

Summary

Highly skilled and accomplished Mortgage Professional with 12 years of experience in retail originations, customer care, delinquency management, single point of contact and regulatory compliance. I am looking for more stability and opportunities to grow with the company. So, I can continue to learn and take on additional responsibilities adding to the success and value of the team.

Education

•Indiana Wesleyan University: Bachelor’s Degree in International Relations Security/Cybersecurity

•ITT Technical Institute: Associate of Applied Science in Computer Forensics

•Professional Careers Institute: Certificate of Diploma in Computer Office Administration

Professional Skills

•Desktop Support

•Customer Support

•Customer Service

•Call Center

•Technical Support

•Help Desk

•Help Desk Ticketing Systems (Service Now)

•Loan SERV

•Password Support

•CIT Development

•Data Transfer Management Process

•Virus Scan

•Ticket Management Systems

•Data Collection

•Troubleshooting

•Knowledge of AWS

Work Experience

Business Support Specialist

FREEDOM MORTGAGE - Fishers, IN

November 2017 to Present

•Responsible for handling calls from Associates regarding a variety of Business support requests Using knowledge of internal products and/or services, as well as great customer services skills, address issues, provide support and offer information to keep customers satisfied and retain business

•Proactively look for solutions to problems and propose improvements

•Experience managing integrations between Customer Service and other Customer Engagement environments like Call Center and Self-Service applications

•Proven ability to provide exceptional customer service

•Manage and track assigned requests, prioritize tasking and coordinating with support staff as needed

•Ambassador for IT and help both groups be successful in their roles. Own the customer support experience and work to exceed their expectations

•Researches, documents and provides technical information and supports the establishment of processes to develop and maintain support products

•Data Transfer Management Process/Virus scan data from source A to source B

•Responsible for support to internal end users by answering calls and resolving trouble tickets of varying complexity

•Utilize the ticket management system to record, update and resolve tickets from the Helpdesk

•Collaborate with other support groups across global locations to help troubleshoot client issue

•Collect and analyze information from system users to provide input into system scope and objectives

•Troubleshooting internal system access, password resets, cancel status, password unlock

•Diagnose, resolve, or escalate issues and problems

•Resolve technical help tickets submitted via phone, email, and walk-ups

•Proactively look for solutions to problems and propose improvements

•Manage tickets in queue and ensures tickets are resolved/closed within the defined service level agreement. Responds to requests for updates on ticket status.

•Interact with different teams (tier 1 support, tier 3 support, developers, vendors

•Ability to learn quickly and work in an adaptive, team-oriented environment

•Work with Functional/Technical leader to design the best solution to fit the requirements

•Driven to follow all SOP to resolve all technical issues

•Work independently or on team and ensure deadlines are met

•Use effective communication skills to present ideas, processes and develop relationships with teams

Underwriter Intake Specialist

FREEDOM MORTGAGE - Fishers, IN

September 2016 to November 2017

• Calculate income from pay stubs and validate W-2's

• Responsible for analyzing and evaluating all information provided within a loan file for compliance with applicable investor guidelines, regulations

• Collect appropriate documentation to clear applicable conditions set by the underwriter

• Notate Fiserv, update checklist, order credit, update loss financial screen, update loss work screen

• Escrow Analyst

• Access Tempo request Fees & Cost for loans in Foreclosure

• Ensure package is complete with all required documents before sending to Underwriter

• Obtain all necessary supporting documents compliance with FNA, FHLMC, VA, FHA and mortgage lending regulations

• Process Litigation, Mediation, Bankruptcy files

Customer Care Representative

FREEDOM MORTGAGE - Fishers, IN

December 2014 to September 2016

• Evaluate and analyze borrower calls concerning foreclosures and payment delinquencies

• Assist borrowers with financial inquiries including providing solutions to their short- or long-term hardships

• Selected by management to serve as Floor Coach in addition to roll as non-engaged SPOC/Help supervisors identify areas for improvement or growth

• Emphasized on delinquent management, payment recovery assistance, one-call resolution and escalation of operational issues of borrower request

• Responsible for delivering workouts per investor guidelines approval or denials

• Ensure borrower accounts are properly documented with actions taken, correspondence, and explanation of controllable vs uncontrollable delays

• Support internal staff with questions regarding foreclosure loans within their delegated authority

Customer Care Representative

LOCKHEED MARTIN - Indianapolis, IN

September 2012 to December 2014

• Respond to borrower inquiries regarding FHA lending utilizing HUD's knowledge base regulatory guidance awareness of policies and procedures

• Conducted database queries to provide borrower with appropriate responses

• Collaborated with Loan Officers and Supervisor on escalated issues

• Partnered with other functional areas to facilitate the research and retrieval of information

• Assisted in automated reports to provide sector senior government leadership

• Respond to phone call from attorneys and other interested parties

Additional Information

• Extremely flexible and independent, ability to multi-task and collaborate with management or team members with strict attention to detail and accuracy

• Excellent research, data collection and analytical skills

• Responsible ownership and accountability for assigned tasks while maintaining focus on compliance

Contact this candidate