Customer Service Mortgage Loan

Johnetta J. Lewis

Jacksonville, Florida 904-***-****

********.*****@*****.***

PROFESSIONAL SUMMARY…

Meticulous mortgage loan officer with more than ten years of superior sales, effective customer support, and excellent customer service skills in technology / web-based support, logistics, multiple facets of mortgage origination, closing, insurance, loan servicing, and banking/financial services. Highly confident in handling inbound calls (accepting calls), capturing customer information, answering customer inquiries, and making outbound calls (returning customer calls). Proficient in Salesforce, Microsoft Office, retention management, internet research, comfortable in a fast-paced environment, with changing requirements with an ability to multi-task in challenging environments using technology, including call handling, loan level review, call documentation, with a relentless drive to own the customer’s problem and resolve it as the first point of contact, thinking out side of the box to proactively problem-solving, analyzing, research, and resolving escalations/inquiries for effective customer support. While using excellent verbal, written, and active listening skills to understand the customer's concerns, showing empathy while proactively resolving their issue on first call to avoid future challenges. Especially the ability to interact and connect with many types of personalities while placing the customer first for optimal customer satisfaction.

PROFESSIONAL EXPERIENCE…

Regions Bank (Mortgage) – Jacksonville, FL 08/2022 – Present

Residential Mortgage Loan Officer (08/2022 – Present)

Remote mortgage loan officer in a fast-paced call center environment with changing requirements as the first point of contact for customers to help them achieve the American dream through home ownership or continue the American dream via a refinance.

Proving a wow customer first, high quality customer service collaborating with team members /customer service managers, while efficiently using Salesforce, and other internal tools to accurately log interactions and solving issues including researching and resolving loan level inquires via inbound calls and returning outbound calls

NewRez LLC / Caliber Home Loans (Mortgage) – Jacksonville, FL 04/2020 – 07/2022

Residential Mortgage Loan Officer (04/2020 – 07/2022)

Attentive remote mortgage loan officer in a fast-paced work environment (call center), adapting well to change, as the first point of contact for customers. Wowing customers on every transaction while helping to achieving the American dream through home ownership or continue the American dream via a refinance.

Proving a customer first, high-quality customer experience collaborating with team members, efficiently using Salesforce, and other internal tools to accurately log interactions and solve issues for retention management.

City Facilities Management – Jacksonville, FL 02/2020 – 04/2020

Help Desk Resolution Customer Care Specialist (CSR) (02/2020 – 04/2020)

Remote call center as the first point of contact operating 24hours/7 days per week working nontraditional hours dispatching incoming phone calls. Ensuring a high-quality customer experience via phone, email, and text-based support. Addressing concerns politely using active listening skills, confirming information with a balance of efficiency and speed.

Provide a centralized resource to answer inbound calls questions, troubleshoot problems and facilitate solutions to known problems within the company guidelines to the store, partners, and the field with information and support related to open jobs, processes, and services to ensure response and repair key performance indicators (KPIs) and service level agreements (SLAs) are met while resolving any customer service issues.

Patterson Logistics /Lane Bryant /Remedy Intelligent Staffing 11/2018 – 4/2020

Patterson Logistics: Expedite Administration Specialist/ Order filler (08/2019 – 02/2020)

Johnetta J. Lewis

Fast-paced warehouse production environment of the facility’s elite escalated / expedited client services: taking customer order, provided high-quality customer service proactively monitor in-progress deliveries, clerical works, implement corrective action with a strong attention to detail when necessary, research, inquiry, & resolve complex issues, document setup/tracking, general accounting/ administration, and manage the process of tracking, reporting to upper management, and minimizing all out of building errors from order filling, checking, auditing, packaging, and manifesting orders for next day air.) Assured quality customer service to all customers via inbound and outbound calls.

Lane Bryant: Part-Time Sales Associate (11/2018 – 04/2020)

Achieved increased sales by attentively providing excellent customer service through relationship building, sharing style, and product information which support the store’s goals while providing customers with superior customer service.

Remedy Intelligent Staffing: Warehouse Temporary Associate (11/2018 – 08/2019)

Temporary assignments in a warehouse production environment operating 24 hours/7 days per week proving excellent customer service while customer satisfaction

Balanced efficiency and speed, proactively monitored in-progress deliveries, taking corrective action when necessary to ensure 100 percent on time deliveries.

PHH Mortgage – Jacksonville, FL 06/2010 – 12/2017

Mortgage Resource Center / Financial Advisor Help Desk Analyst (06/2015 – 12/2017)

Cross Trained: Retail Service Desk and Web Base Support Analyst (Web Base Support)

S.A.F.E. Act Team/ LPA Project - Product and Pricing Help Desk Analyst (12/2011 – 06/2015)

Pilot Mentorship: Mentored Junior Mortgage Loan Officer (12/2011 – 06/2015)

Sales Consultant/ Residential Loan Originator (10/2010 – 12/2011)

Cross Trained: Loan Processor and Closing Agent (10/2010 – 12/2011)

Office of the President, the Command Center IT & Mortgage Resource Center (06/2010 – 10/2010)

TECHNICAL SKILLS…

Microsoft Office Word, Excel, PowerPoint, Access, Outlook, Ace/CIBR, ADP, AFS/ALS, Boss/Fast, CA$H, CARS, Centre Vue, Citrix, Document Direct, DocMagic, DocuTech, Empower, EPIC, FHA Connections, Five9, H2O, idesk, ignite, Image view, Info-pac, Insight, IOLA, JIRA, LaserPro, Loan Beam, LoanCare, Loan Span DU (Desktop Underwriter), Lotus Notes, HotDocs, Merlin, Lean, FDES, Mortgage MSP, Oscar, Tableau, Treasury Net, Cibr, Risk, Weblock, RingCentral, Empower, Bridge, Teams, Salesforce, Siebel, Sharefile, Workforce Management, Slim, CLS Workforce, Closer, CFM, Mers, Zippy, RealEc, Autobahn, LS2, Vector 4 & 11, VPN (DUO & OKTA), and XDOC.

EDUCATION…

Jacksonville University – Currently Seeking BBA

CERTIFICATIONS & TRAINING…

A+ Certified Professional from CompTIA (Good for Life) (2001)

NASD Series 6 Securities License (2007)

NMLS: 50 States including PR and VI territories (2010)

Lean Six Sigma Yellow Belt (2015)

Ranked on the Prestigious Scotsman Guide Top Originators List (2021)

Commercial Lending, Consumer Leading, Mortgage Lending, & General Banking Operations Diplomas

from American Institute of Banking

Contact this candidate