Customer Service Quality Control

SUSAN JORDAN

New Braunfels, TX • 210-***-**** • *********@*****.***

Professional Summary

Over 25 years of professional experience in various aspects of mortgage banking, team leadership and customer service. Utilizes knowledge and experience in exercising discretion and judgment to meet deadlines and resolve problems. Demonstrated record producing high volumes of work in a fast paced deadline driven environment. Strengths include strong analytical, communication and organizational skills. Self-starter and motivated to learn and grow in any industry. Accomplishments

• Nominated by Processing and Underwriting Leadership and accepted into the Junior Underwriter Mentoring Program (JUMP) which allowed me to review and clear select underwriting conditions for multiple loan programs

• Awarded Presidents Club Title which recognized top tier production employees (typically targeting top 10%) for outstanding performance

• President Circle of Excellence Award for superior quality control

• Teammate of the Quarter

• Maintain Customer Service survey score of 97%

Skills

• Analytical and Critical Thinking

• Customer Service

• Risk Assessment

• Debt Determination

• Organizational Strengths

• Efficient and Detail-Oriented

• Relationship building and management

• Verbal and written communication

• Problem-Solving

Work History

Office Claims Adjuster, 01/2023 to Present

FARMERS INSURANCE

● Conducts office investigation on assigned cases, investigates, confirms coverage, determines responsibility, establishes damages, reports status, and negotiates settlement (has authority to make payment of assigned claims within prescribed limits).

● Reviews documentation on damaged property and determines claims related damage.

● Reviews and adjusts estimates provided on the cost of repair or replacement of damaged property.

● May create damage estimate via Xactimate to establish the claim payment.

● Telephone and electronic communications are a major part of activity and include policyholders, claimants, agents, witnesses, repair facilities and contractors.

● Holds active P&C License for the State of Texas

Mortgage Consultant, 07/2020 to 10/2022

GUARANTEED RATE

• Pre underwrite loans according to FHA, VA, FNMA, FHLMC and investor guidelines

• Independently conduct full and comprehensive evaluations of a variety of complex, high risk mortgage loan applications

• Actively communicate with Guaranteed Rate team members, external vendors and clients to resolve problems and maintain efficiency in the loan process from beginning to end

• Worked with underwriters to fix application problems and resolve issues.

• Audit Encompass verifying accuracy and completeness of credit, appraisal and regulatory compliance documents

• Keep current on market changes, trends, industry guides, Federal guidelines, program updates and investor changes

JUMP Loan Processor, 10/2013 to 07/2020

DHI MORTGAGE COMPANY

• Processed residential mortgage loans (FHA, VA, USDA, CONV ) for purchase and refinance under various programs that are quality consistent with company policies and procedures as well as meeting all regulatory requirements

• Verified and analyzed income, asset and other credit documents

• Responsible for the analysis of calculating debt to income and loan to value ratios

• Reviewed home loans and performed all system work; validated documents reconciled to automated underwriting system such as DU and LP

Education

Cosmetology-1988

Arlington Beauty Care Academy - Jacksonville, Florida High School Diploma -1987

Sandalwood High School - Jacksonville, Florida

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