Customer Service Services Representative

MARCELLA WILLIAMS

Fort Worth, TX

Day Phone (Mobile): 817-***-****

Email: ******************@*****.***

PROFESSIONAL SUMMARY

Lending and customer service professional with extensive experience in mortgage operations including reviewing loan processes, monitoring loan statuses, and adhering to regulatory guidelines. Adept at building and maintaining a cooperative and welcoming working environment through effective team building and management, strong client relations and interpersonal skills, effective time management skills to efficiently handle multiple workloads, excellent communication skills to include oral and written communications that address complex issues. Bringing forth a track record of increasing both company and client satisfaction while working within company guidelines, a highly professional attitude, and tactful analytical skills to grow any company.

WORK EXPERIENCE

National General Insurance (Fort Worth, Texas) May 2020 – May 2024

Lender Services Representative (Bank of America account & Cornerstone Lending – direct hire)

Organized, coordinated, and implemented training for new team members to explain various complex processes in simple terms that enabled my co-workers to effectively incorporate certain processes and procedures that increase resolution of active accounts in accordance with company guidelines.

Provided authoritative advice, analytical support, and recommendations for modifications to policy information at the loan level to ensure productivity and quality requirements are met.

Pulled, reviewed, and memorialized data in internal reports to ensure that, if needed, any internal and/or external inquiries can be addressed with the most accurate and up-to-date information.

Served as liaison to provide direct communication both internally and externally between lenders and carriers to ensure information is effectively and accurately communicated.

Independently addressed a variety of customer and/or lender needs to ensure effective, accurate and efficient service, including (but not limited to) managing a variety of loan related tasks across differing systems, organizing email queues to ensure all emails are addressed in a timely manner, providing written correspondence to address customer complaints and escalations and contacting insurance carriers and/or agents to address their concerns.

Prepared and reviewed loan applications, closing documents, legal documents, general correspondence, and other loan related forms as needed.

Used an electronic file management and/or banking system to enter, update, and maintain data to ensure availability of the most accurate information related to status and history of each file when needed.

Managed company financial responsibilities related to Accounts Payable/Accounts Receivable on customer accounts.

Cornerstone Staffing (Fort Worth, Texas) February 2019 – April 2020

Lender Services Representative (Bank of America account)

Organized, coordinated, and implemented training for new team members to explain various complex processes in simple terms that enabled my co-workers to effectively incorporate certain processes and procedures that increase resolution of active accounts in accordance with company guidelines.

Provided authoritative advice, analytical support, and recommendations for modifications to policy information at the loan level to ensure productivity and quality requirements are met.

Pulled, reviewed, and memorialized data in internal reports to ensure that, if needed, any internal and/or external inquiries can be addressed with the most accurate and up-to-date information.

Served as liaison to provide direct communication both internally and externally between lenders and carriers to ensure information is effectively and accurately communicated.

Independently addressed a variety of customer and/or lender needs to ensure effective, accurate and efficient service, including (but not limited to) managing a variety of loan related tasks across differing systems, organizing email queues to ensure all emails are addressed in a timely manner, providing written correspondence to address customer complaints and escalations and contacting insurance carriers and/or agents to address their concerns.

Prepared and reviewed loan applications, closing documents, legal documents, general correspondence, and other loan related forms as needed.

Used an electronic file management and/or banking system to enter, update, and maintain data to ensure availability of the most accurate information related to status and history of each file when needed.

Managed company financial responsibilities related to Accounts Payable/Accounts Receivable.

Witnessed and authenticated the execution of documents and acknowledgements to perform notarization in accordance with state guidelines.

Pilot Catastrophe Management Services (Fort Worth, Texas) June 2017 – November 2019

Large Loss Contents (SafeCo & Liberty Mutual Insurance)

Payroll Administrative Assistant

Utilized computerized/electronic filing systems to create and maintain individual spreadsheets to provide accurate information to clients and/or adjusters.

Served as time clock administrator and performed various duties including (but not limited to) correcting timesheets, adding new employees to system, adding on-call hours to individual timesheets to ensure proper accounting of hours worked, and submitted timesheets to Management for approval and payroll processing.

Assisted with the clerical needs of Management, including (but not limited to) handling new paperwork for newly hired employees, updating employee rosters, tracking daily attendance, and assigning new claims to adjusters as they came in.

Accurately and effectively communicated with adjusters about the replacement of insured contents due to a covered loss on the respective policy.

Organized, coordinated, and implemented training for new employees to effectively incorporate certain processes and procedures that permit them to properly address their individual portfolios in accordance with company guidelines.

Witnessed and authenticated the execution of documents and acknowledgements to perform notarization in accordance with state guidelines.

Worley (Dallas, Texas) November 2016 – May 2017

Customer Service Representative (Call Centers for SafeCo & Liberty Mutual Insurance)

Independently reviewed client files and correspondence and initiated appropriate action to address customer needs within policy guidelines.

Performed a variety of administrative functions including (but not limited to) updating insurance claim information for customers, assisting insurance adjusters with gathering the information necessary to complete claim process, maintaining contact and transmitting documentation to clients and/or third parties, setting up temporary (rental) transportation for customers while claims are pending and scheduling inspection assignments for vehicles.

Reviewed and implemented policy changes to mortgagee and lienholder information on individual policies to ensure policy reflects the most accurate and up-to-date information.

Big Kahuna Fundraising (Fort Worth, Texas) September 2016 – November 2016

Customer Service Representative

Independently addressed a variety of customer needs to ensure effective and efficient service, including (but not limited to) assisting customers in placing online orders, providing guidance about company products and order status, addressing shipping concerns, processing payments, addressing customers complaints and escalations and contact customers by phone and/or via written correspondence.

Provided technical support for the company website to ensure the website reflected the most accurate and up-to-date information about company services and/or products.

Liberty Tax Service (Fort Worth, Texas) December 2014 – April 2016

Office Manager

Provided clerical support by preparing all documentation and paperwork for new admits, assessing new inquiries related to the facility, taking inventory, and ordering office supplies while staying within budgetary constraints.

Independently addressed a variety of customer needs to ensure effective and efficient service, including (but not limited to) assisting clients in signing up for insurance policies that fit their individual needs, prepared personal and small business tax returns and amendments as needed and addressing customer inquiries by phone and/or via written correspondence.

Served as liaison between clients and the Internal Revenue Service (IRS) to ensure information and/or inquiries are accurately communicated or addressed to ensure timely processing.

Provided clerical support by preparing documentation and paperwork for new hires, filing client documentation as needed, generating marketing materials to attract new clients and assisting in the hiring process as new employees were onboarded.

Managed company financial responsibilities related to all in-office cash transactions, including (but not limited to) managing office petty cash and cash boxes, processing statements, bills, and invoices paid by check and printing company checks on an as-needed basis.

Meadow View Assisted Living (Arlington, Texas) August 2010 – August 2014

Business Office Manager

Admissions Director

Served as liaison to provide direct communication both internally and externally between Management, personnel, client and vendors, to ensure information and/or inquiries are effectively, and accurately communicated and cooperative relationships are effectively maintained.

Provided direct administrative support to Executive Director

Managed and effectively participated in the hiring of employees, including (but not limited to) independently reviewing and screening applicant resumes, coordinating in-person and phone interviews, organizing new hire security and issuing temporary paperwork.

Assisted with designing outreach and promotional materials to help the company grow and attract more residents

Managed company financial responsibilities related to Accounts Payable/Receivable including (but not limited to) preparing statements, bills, and invoices, processing payments, handling payroll for company employees, responding to inquiries about account status, reconciling company expenses, addressing check requests, and dispensing petty cash on an as-needed basis.

Ensured accuracy of company payroll by verifying hours worked, absences, vacations, and reconciling all attendance data.

Provided clerical support by preparing all documentation and paperwork for new admits, assessing new inquiries related to the facility, taking inventory, and ordering office supplies while staying within budgetary constraints.

Served as scheduling coordinator for all resident appointments, follow ups and transportation as needed.

EDUCATION

Liberty University, Lynchburg, Virginia

Bachelor of Science (13 Semester Hours completed to date)

Richardson High School, Richardson, TX

High School Diploma

ADDITIONAL INFORMATION

Expert/Advanced in Microsoft Office programs (Word, Excel, PowerPoint, OneNote, Outlook)

Expert/Advanced in using social media platforms to develop content strategies and launch marketing campaigns designed to reach target market (Twitter, Facebook, Instagram, YouTube, Pinterst, Tiktok, LinkedIn)

10-Key Typing (50 WPM)

Notary Public, Texas (valid until 2026).

REFERENCES

Available upon request.

Contact this candidate