Customer Service Quality Assurance
Resume:
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Rachel M.
Merrell-Beyer
CONTACT
***********@*****.***
Elk River, MN 55330
SKILLS
● Meeting planning
● Database Management
● Quality Assurance
● Knowledge of Loan IQ, LPS, LIS,
CORE multiple Commercial
Software systems
● Customer Service
● Professional Communication
● Leadership
● Attention to Detail
● Excellent Problem Solver
● Interpersonal Communication
● Application Process
Management
● Dedicated Work Ethic
● Regulatory Compliance
● Loan Underwriting
PROFESSIONAL SUMMARY
Dynamic leader and adept problem solver with extensive experience at Wells Fargo, skilled in database management and professional communication. Excelled in enhancing operational efficiency and customer satisfaction, showcasing a commitment to quality assurance and leadership. Proven track record of developing strategies to meet organizational needs and exceed performance standards. EXPERIENCE
April 2024 - June 2024
Senior Commercial Administrative Assistant
First Bank Elk River, Elk River, MN
● Serviced commercial real estate loans including construction and problem loans and may include commercial real estate agency loans.
● Provided direct customer service and acted as primary servicing contact for the loan.
● Supported less experienced loan administrators in providing resolutions of inquiries and complaints.
● Reviewed moderately complex loan servicing documentation language, book and fund new loans and modifications, including reviewing of input.
● Monitored collateral and prepared payoff letters, releasing collateral; customer research and billing; obtain insurance information and monitor ongoing coverage.
Provided subject matter expertise and interpretation of procedures to less experienced individuals.
March 2023 - April 2024
Senior Commercial Loan Servicing Representative
Wells Fargo Commercial Banking Operations, Minneapolis, MN
● Provided outstanding customer service and support to clients, resolving inquiries efficiently and effectively.
● Successfully managed multiple projects simultaneously while maintaining high standards of performance.
● Reviewed complex process loan draw requests for construction loans, including ordering, title, appraisal, and inspection reports expedited by fund date.
Developed relationships with customers by providing prompt responses to requests and inquiries.
September 2014 - December 2022
Work Director 2-Senior Operations Processor
Wells Fargo Home Mortgage, Minneapolis, MN
● Facilitated quality management meetings with Senior Leadership and Site Leaders.
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● Relationship Building
● Developed and implemented strategies for improving operational processes, increasing efficiency and process improvements.
● Managed various reports ensuring success in meeting regulatory and
● compliance adherence.
Identified potential risks associated with projects or initiatives before implementation.
July 2013 - August 2014
Team Lead/Loan Document Specialist
Wells Fargo Home Mortgage, Minneapolis, MN
● Supervised the daily work of staff to ensure work prioritization and quality.
● Mentored and coached team members to ensure successful performance.
Delegated tasks to team members according to project requirements and employee strengths.
April 2011 - June 2013
Loan document Specialist
Wells Fargo Home Mortgage, Minneapolis, MN
● Performed quality control checks on all processed documents prior to submission to ensuring compliance requirements.
● Partnered with Sales Managers to monitor status of loans to ensure consistency.
● Processed large volumes of loan documentation accurately and efficiently.
October 2009 - April 2011
Temp/Interim Loan Document Specialist
Wells Fargo Home Mortgage, Minneapolis, MN
● Demonstrated proficiency in utilizing various software programs related to document management systems.
● Verified accuracy of all legal documents associated with loan applications.
● Ensured compliance with applicable federal, state, and local banking laws.
ACHIEVEMENTS
Consistently exceeded quarterly goals, closing in excess of $5MM in mortgage loans.
Facilitated Operations in Retail Mortgage/Commercial Banking, Loan Servicing and Loss Mitigation.
Worked with Technology Support when documents and packages would error out by correcting invalid addresses.
Consistently met regulatory and compliance adherence.
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