Loan Specialist Service Representative

Darcell Thomas Riverview, FL PH 813-***-****

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

Home Loan Professional

10+ years’ experience

Motivated Home Loan Specialist and Customer Service professional, with over 10 years’ experience in Services and Sales. Excellent communicator who genuinely enjoys providing counsel and assistance to the customer. Excited to join your team where I will continue to work hard, utilize my skills, and add value. Areas of Expertise

• Queue Management • Organization • Bank Deposits

• Loan Sales • Collections • Investigation

• Customer Service and Counsel • Research • Data Entry Professional Experience

PennyMac Financial Services, Tampa, FL 2020-Current Home Loan Specialist

Manage the home loan application process from beginning to end, consult and liaise between sales and underwriting ensuring loans are processed by the closing date.

• Review, manage and validate over 200 loan applications.

• Analyze data, address discrepancies within the application and provide counsel and education throughout the process; responsible for delivering adverse decisions where applicable.

• Monitor work queues, assign, and distribute workloads as necessary, managing 50 inquires per day.

• Close approximately 50 loans per month consistently achieving the highest ranking of 5 on customer surveys.

K-Force/Department of Employment, Tampa, FL 2020-2020 Customer Care Representative

Worked directly with claimants to assist with benefits, process claims and resolve issues.

• Imaged and filed documents in accordance with federal and state guidelines.

• Handled an average of 50-60 calls per day, serving customers with empathy, addressing complaints, and notifying customers of upcoming job fairs and networking events.

• Responded to claimant requests, ensuring proper filing of claims, updated databases to display completed and outstanding items.

K-Force/Greenway Health, Tampa, FL 2020-2020

Customer Service Representative

Managed provider inquiries and issues across multiple software’s, programs, and applications.

• Facilitated 40-50 calls per day, responsible for making outbound, taking inbound calls, and logging issues into company database.

• Researched, investigated, troubleshooted and reported system errors. Alorica/UPS, Tampa, FL 2017-2020

Customer Care Service Representative

Provided excellent service to internal and external customers ensuring questions and concerns were resolved in an efficient and effective manner. Served as a liaison between the services and sales department, responsible for entering data, conducting research, and resolving inquires.

• Managed over 200 cases, processing and filing documentation in accordance with state guidelines.

• Made outbound and received inbound calls to resolve customer issues averaging 60-80 calls daily.

• Processed investigations for lost and damaged packages.

• Managed email mailboxes ensuring inquires and requests are distributed to the correct departments.

• Navigated multiple systems and utilized multiple resources to resolve customer questions, complaints, and concerns.

• Participated in job shadowing and side by side sessions for departmental transfers and new hires. Insta Loan, Brandon, FL 2016-2017

Customer Care Representative

Assisted customers in obtaining various loan products such as 1st lien loans, signature loans and personal loans. Determined eligibility and assessed specific need. Responsible for taking payments, making collection calls, and answering the phones. Filed loan applications and there supporting documentation in an organized fashion ensuring all documents were accounted for and properly secured. Coached new hires and shared best practices.

• Processed loan applications, consistently achieving the daily goal of 25+ per day.

• Contributed to overall site goal by successfully selling the max loan of $2500.00 USD to eligible customer base.

• Managed cash payments and reconciled the cash drawer.

• Mailed collections letters and made outbound collection calls.

• Made daily bank deposits, responsible for substantial amounts of cash. Salvation Army, Clarkston, MI 2011-2016

Cashier

Assisted customers with their purchases and donations, answered questions and handled concerns in a courteous and positive manner.

• Performed accurate cash, check, and credit card transactions ensuring the drawer was balanced and organized.

• Maintained, and cleaned work area.

Education

Macomb Community College, Warren, MI

Business

Volunteer Work

Perfecting Triumphant, Detroit, MI

Finance Committee

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