Customer Service Representative

Jodei Johnson

LaGrange, GA *****

Experienced Operations Professional

Email: ******@*****.*** Phone: 256-***-****

Well rounded, outgoing, organized with great customer service skills. Self- motivated and determined to get the job done.

EXPERIENCE

December 2023-March 2024 !st Franklin Financial Corporation

Customer Service Representative Opelika, AL

•Worked 40 hours per week

•Worked with customers to complete and close loan applications

•Took loan payments

•Solicited loan applications

•Made collection calls

•Answered phones and provided customer service.

February 2022-June 2023 The Freedom Bank of Virginia

SBA Loan Administrator Remote

•Worked 40 hours per week

•Responsible for making sure loans are closed in compliance with the SBA SOP and bank lending policies

•Work with the loan officers to ensure all documentation for approval and compliance are received

•Work with attorneys to make sure all the documents are prepared per the SBA/Bank approval

•Review the completed loan package to ensure all legal documents are signed/dated as required and that all closing conditions have been met. Following up on anything that is incorrect/missing

•Prepare and send the wires for disbursement and reconciling the disbursements and invoices to ensure compliance

July 2020-December 2021 Highlight/US Small Business Administration

Project Coordinator Remote

•Worked 40 hours per week

•Managed a team of 85 loan officers and paralegals by remotely ensuring staff were online, meeting the SBAs goals for production, and processing loan approvals in a timely manner.

•Responsible for addressing day to day issues with team members regarding processes, timekeeping, production, performance, and IT issues.

•Responsible for tracking team production metrics, billing, time off requests, and forecasting of team’s billable hours.

Team Lead (promoted internally) Highlight/Brillient/US Small Business Administration/Remote

Began working 60 hours per week/ended at 40 hours due to stopping of overtime

•Worked in Rapid system to process applications for the COVID EIDL.

•Worked in the DRD system to clear the post compliance documentation.

•Led a team of fifteen to initially process and approve SBA loan packages for the EIDL program. Followed up by working with borrowers to assist them with signing and answering any questions regarding the loan documents.

•Partnered with SBA attorneys and loan officers on approved loans to obtain the post compliance documents and to determine legitimacy, financial suitability, and investigate discrepancies for fraud.

•Maintained database for the disaster relief group, adding and removing users in a timely manner as well as assigning out large groups of files to new users or re-assigning when employees departed the project.

October 8,2018-June 3,2020 Mallory Realty Company, Inc.

Property Management Agent LaGrange, GA

•Worked 24-40 hours per week

•Managed all customer accounts for over 500 properties.

•Initiated repair paperwork and followed through to ensure successful completion.

•Received rent payments, provided receipts, and entered information into a property management software.

•Answered phones and greeted customers.

April 1997-September 2004 (Relocated to Tennessee) Gadsden Mortgage Services, Inc.

Sr. Mortgage Loan Processor Gadsden, AL

•Worked 40 hours plus

•Instructed and provided guidance to Jr. Mortgage Loan Processor.

•Worked with customers to complete and process applications for home loans.

•Communicated with lenders/underwriters to ensure all documents were full and complete.

•Assisted with the loan closing/funding process.

June 1995-April 1997 Gold Star Mortgage, Inc.

Mortgage Loan Processor Rainbow City, AL

•Worked 40 hours

•Worked with customers to process applications for home loans.

•Communicated with lenders/underwriters to ensure all documents were full and complete.

•Assisted with loan closing/funding process.

SKILLS

•Skilled in SBA Rapid, DRD, Dynamics systems, Word, Outlook, Excel, Google Apps, social media, internet research, Adobe, applicant tracking software, and multi-line phone systems.

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