Customer Service Loan Officer
Resume:
LaFeedra Lee
Birmingham, AL *****
*******@*****.***
As an accomplished professional with strong leadership, problem-solving and organizational skills I would add value to any organization I’m apart of. My background is fueled with a passion for success! Work Experience
Loan Officer Assistant
TRUSTMARK - Birmingham, AL
April 2021 to Present
Gathers information and documents to effectively process credit applications. Manages a pipeline of (10-50) loans daily.
Notify clients of status of applications, timelines, and coordination touch points through the process. Assist with preparation of loan approval documents. Completes verification of employment
Ensures necessary information and completed packages are received in a timely manner, maintained, tracked, and logged in multiple systems for processing and decisions. Place outbound calls and send emails to notify borrowers when additional documents or information is needed.
Make recommendations to clients based on the income and asset proof provided. Prepare file for review by underwriter.
Provides administrative assistance to loan officers. Loss Mitigation Specialist
IBERIABANK - Birmingham, AL
December 2018 to April 2021
Provide exceptional customer service to internal and external customers. Managed a pipeline of loans.
Notify customers of loan modification decisions, short sale, deed in lieu, status, options, timelines, and coordination touch points through the process.
Single Point of Contact for borrowers in Mitigation Process Collect payments for past due accounts.
Ensures necessary information and completed packages were received in a timely manner, maintained, tracked, and logged in multiple systems for processing and decisions. Place outbound calls to notify borrowers when additional loan document information was needed. Interview borrower to understand borrower’s specific situation and hardship. Prepare file for review by underwriter.
Make recommendations to borrower based on hardship (long or short term) Tier2 Support
Momentum Telecom - Birmingham, AL
August 2016 to December 2018
Provide exceptional customer service to internal and external customers. Provide technical support by troubleshooting and resolving VOIP issues. Educate customers on how to use features and services. Always provide one call resolution when possible and complete callbacks when necessary. Claims/ Inquiry Analyst
Blue Cross Blue Shield - Birmingham, AL
October 2015 to August 2016
Processing of all facility, professional, drug and dental claims and adjustments. Extensive research required to apply contract benefits for proper claims processing. Telephone development to verify claim information if needed. Review Proof of Claims for investors
Production driven environment.
Bankruptcy Specialist
Sirote - Birmingham, AL
October 2014 to October 2015
Prepare Bankruptcy mortgage affidavits and motions for relief. File Notice of Appearance in court
Review Debtor’s Plan/ Statement of Intention for Chapter 13/7 Review Proof of Claims for investors
Review Debtor’s payment history with plan and trustee Maintain a pipeline of 80-100 files.
Home Preservation/Collections Specialist
Wells Fargo - Birmingham, AL
April 2013 to September 2014
Managed a pipeline of loans.
Analyzed the customer’s financial situation and made recommendations on loan modifications/workout options to resolve delinquency.
Identified, maintained, tracked, and logged requested documentation for loan modification review. Notified customers of loan modification decisions, status, options, timelines, and coordination touch points through the process.
Answered inbound inquiries from borrowers regarding status of the loss mitigation, loan modification, short sale, and foreclosure process.
Interviewed borrower to understand borrower’s specific situation. Identified and requested the appropriate documents required for loan modification review. Communicated and coordinated with multiple Servicing departments (both internal and external to WF) informed the borrower of status and options.
Remained as the single point of contact to borrower throughout the loss mitigation, loan modification, and foreclosure process.
Ensured necessary information and completed packages were received in a timely manner, maintained, tracked, and logged in multiple systems.
Placed outbound calls to notify borrowers when additional loan document information was needed. Collect payments for past due accounts.
Phone Banker
Wells Fargo - Birmingham, AL
October 2012 to April 2013
Sold products and services.
Achieved aggressive sale goals which were measured daily. Enhanced the customer's relationship with Wells Fargo by marketing new products and services based on their individual needs.
Managed each customer with a friendly, courteous touch while following strict procedures for overseeing diverse types of inquiries.
Collected on delinquent payments.
Coach of Financial Care/Collections Supervisor
T-Mobile - Birmingham, AL
May 2009 to April 2012
Managed a direct report team of sixteen financial collectors in a high-volume call center. Implement team and individual goals to achieve performance metrics. Conducted weekly coaching sessions with representatives to ensure maximum performance. Conducted weekly team meetings to formulate strategies to increase team performance. Facilitated continuing education courses related to T-Mobile products and services. Facilitated via multiple methods such as: Train the Trainer, online training, classroom training, and a combination of both online and classroom training. Approve and/or correct all payroll issues which may include personal and vacation leaves, LOA or FMLA Senior Representative/Supervisor
T-Mobile - Birmingham, AL
August 2008 to May 2009
Managed escalated calls due to customer s bill disputes. Assisted with incoming calls for payment arrangements on past due accounts. Educated and recommended rate plans and features to customers for future resolve Facilitated Team Meetings
Assisted representatives in making decisions while on incoming calls. Made follow up calls to customers due to previous issues or disputes. Developed and implemented incentives to motivate individual and team performance. Determined and implemented performance measures needed to correct behavioral. Implemented team and individual goals to achieve performance metrics. Collections Rep.
T-Mobile - Birmingham, AL
February 2007 to July 2008
Explained bills.
Set payment arrangements and collect payments on 30/60/90 day past due accounts. Posted adjustments and calculated rerates.
Recommended and changed rate plan and features based on customer needs. Take payments.
Maintenance Administrator
Bellsouth - Birmingham, AL
June 2006 to December 2006
Tested customer phone lines through switches for existing troubles Made calls out to customers to troubleshoot while online. Managed repeat trouble tickets/escalated troubles. Used Microsoft Word, Outlook, etc.
Processed orders for new service, service transfers, disconnects, high bill complaints, meter re-reads. Educated customers on best practices to resolve issues. Exceptional organizational skills
Excellent ability to manage time and multiple tasks. Exceptional relationship builder with customers, peers, and leadership Supported team in absence of supervisor.
Knowledgeable and understands Customer Service Standards Knowledgeable of the Customer Service System
Sales Representative
Cingular Wireless - Birmingham, AL
October 2004 to February 2006
Knowledge of phones and accessories
Sale phones and accessories
Received incoming calls to add to or create new wireless accounts. Right fit customer with rate plans, equipment, and features Used Microsoft Word, Outlook, Excel
Processed orders for new service, service transfers, disconnects, high bill complaints, meter re-reads. Educated customers on phones, accessories and made recommendations based on their needs. Exceptional organizational skills
Excellent ability to manage time and multiple tasks. Exceptional relationship builder with customers, peers, and leadership Customer Service Representative
Bellsouth - Birmingham, AL
September 2000 to May 2004
Tested customer phone lines through switches for existing troubles Received incoming calls to make trouble tickets to dispatch technicians. Managed repeat trouble tickets.
Use of Microsoft Word, Outlook etc.
Educated customers on the status of new, transfer and cancelled orders and trouble tickets. Educated customer on best practices to resolve issues. Exceptional organizational skills
Excellent ability to manage time and multiple tasks. Exceptional relationship builder with customers, peers, and leadership Supported team in absence of supervisor.
Knowledgeable and understands Customer Service Standards Knowledgeable of the Customer Service System
Education
High school diploma
Phillips High School - Birmingham, AL
August 1993 to May 1997
Skills
• Banking
• Technical Support
• Microsoft Windows
• Help Desk
• Customer service
• Negotiation
• Sales
• Conflict management
• Salesforce
• Team management
• Financial services
• Interviewing
• Problem management
Certifications and Licenses
Certified Notary Public
February 2022 to February 2026
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