Customer Service Assistant Manager
Resume:
Vincent Benn
**** ** ******** ***** *********, TX 76002 626-***-****
Summary
Expert in Operations Management and Ground-Up Development of business processes Results oriented professional with experience in Operations and Customer Relations
Skills
Excellent Interpersonal Communication, Written, and Presentation Skills
Great Organizational Skills
Proficient with MS Office applications
Demonstrated commitment to outstanding customer service
Flexible quick learner that can adapt to new systems and environments
Able to Manage a pipeline and work in a fast-paced environment to meet deadlines
Able to Complete detail-oriented work with a high level of accuracy and within production standard guidelines
Professional Experience
MrCooper Funder/Closer - Funding Dept Nov 2020 – March 2022
Review files in preparation for funding process.
Work with Account MGRS/Processors, Closers, Title Co. and Brokers on conditions needing clearance in-order for loan to Fund.
Provided necessary documentation to Banks for Wire Distribution.
Preparing files for Purchase and Insuring purposes.
Responsible for clearing existing exceptions for loans up for Purchase.
MrCooper Loan Solution Specialist FLASH Division January 2020 – Nov -2020
Review files in preparation for purchasing process for all Lender providers.
Clear necessary conditions, and compliance issues in order for loan to clear audit regulations.
Work with Lenders, Sales Coordinators, Account Executives, Processors, Underwriters and Managers on conditions needing clearance in-order for loan to Fund.
Preparing files for Purchase and Insuring purposes.
Responsible for clearing existing exceptions for loans up for Purchase
MrCooper / Pacific Union Financial May 2018 – Jan - 2020
Review files in preparation for closing process.
Work with Account MGRS/Processors, Title Co. and Brokers on conditions needing clearance in-order for loan to Fund.
Provided necessary documentation to Banks for Wire Distribution.
Preparing files for Purchase and Insuring purposes.
Responsible for clearing existing exceptions for loans up for Purchase.
Purchase Auditor- Correspondent Lending August 2016 – May -2018
MrCooper / Pacific Union Financial- Farmers Branch, TX
Review files in preparation for purchasing process for all Lender providers.
Clear necessary conditions, and compliance issues in order for loan to clear audit regulations.
Work with Lenders, Sales Coordinators, Account Executives, Processors, Underwriters and Managers on conditions needing clearance in-order for loan to Fund.
Preparing files for Purchase and Insuring purposes.
Responsible for clearing existing exceptions for loans up for Purchase.
Closer- Consumer Marketing Division April 2015 – Aug - 2016
PNMAC-Private National Mortgage Acceptance
Company- Fort Worth, TX
Responsible for closing all loans sold to Investors.
Review files in preparation for closing process.
Work with Account MGRS/Processors, Title Co. and Brokers on conditions needing clearance in-order for loan to Fund.
Provided necessary documentation to Banks for Wire Distribution.
Preparing files for Purchase and Insuring purposes.
Responsible for clearing existing exceptions for loans up for Purchase.
Funder –Wholesale Division Jan 2013 – April 2015
CMG Financial - Irving, TX
Responsible for Funding all loans sold to Investors.
Review files in preparation for funding process.
Work with Account MGRS/Processors, Closers, Title Co. and Brokers on conditions needing clearance in-order for loan to Fund.
Provided necessary documentation to Banks for Wire Distribution.
Preparing files for Purchase and Insuring purposes.
Responsible for clearing existing exceptions for loans up for Purchase.
Supervisor – Records MGT Branch Ops Sep 2012-Nov 2013 Manpower Agency Iron Mountain - Irving, TX
Responsible for Managing Imaging Area for Iron Mountain Customer loans sold to Investors.
Established performance standards, evaluated job performance, and administered disciplinary actions as required.
Ensured all routine processes were completed on schedule; including data input, routing of documents for storage, archiving and file restoration.
Provided training and developed career paths for all direct reports
Worked with all Team Leader Levels to identify training needs within the department and ensured proper training and guidance was afforded to all team members to provide an environment in which everyone was able to reach their full potential
Supervisor – Mortgage Branch Ops Dec 2011-May 2012
METLIFE HOME LOANS- Irving, TX
Responsible for managing Closing Area for all Met Life loans sold to Investors.
Ensured all routine processes were completed on schedule; including data input, routing of documents for funding deadlines.
Responsible for Exception/Deficiency Process within area insuring all required docs are received, and uploaded for Funding purposes.
Established performance standards, evaluated job performance, and administered disciplinary actions as required.
AVP MLO Manger Texas Post Closing 2007 — 2011
BANK OF AMERICA — Fort Worth, TX
Responsible for managing a staff of over 40 employees by monitoring workflow and operational efficiency in order to recommend changes and operational improvements
Create and implement imaging-based work flows to support the corporate paperless initiative
Work with senior management to ensure the successful opening of the Texas Imaging Plant
Share expert support and knowledge of FMS and Legacy Bank of America systems to incoming Senior Management
Provide business representation and subject matter expertise for the in-house imaging project to process loan files in the CLD imaging plant in Tampa, FL And Texas
Manager – File Management Services: 2006 — 2007
COUNTRYWIDE HOME LOANS, INC — Simi Valley, CA
Responsible for operations, maintenance and production processing for multiple units including Mail Receipt and Document Prepping ensuring all routine processes complete on schedule including the input of data, routing of documents for storage, archiving and file restoration.
Ensured all routine processes were completed on schedule; including data input, routing of documents for storage, archiving and file restoration.
Established performance standards, evaluated job performance, and administered disciplinary actions as required
Provided training and developed career paths for all direct reports
Worked with all Team Leader Levels to identify training needs within the department and ensured proper training and guidance was afforded to all team members to provide an environment in which everyone was able to reach their full potential
Manager – File Management Services 2005 — 2006
COUNTRYWIDE HOME LOANS, INC — Simi Valley, CA/Tampa, Florida
Responsible for a staff of 1 Assistant Manager and 25 employees in for Records Management, a sub-group within File Management Services
Responsible for the development of training, procedures, and system enhancements in order to start process in the Fl site for File Management Services.
Actively participated in production/operations meetings to assist in the communication of departmental issues and opportunities within the (CLD) Correspondent Lending group.
Work closely with other departments to resolve customer conflicts and ensure customer satisfaction
Managed files received and ensured they were stored according to company standards
Professional Experience (continued)
Assistant Manager 1/2005 — 10/2005
Countrywide Home Loans, Inc — Simi Valley, CA
Responsible for day-to-day functions within File Management services
Provided excellent customer service by assisting and responding to customer inquiries and complaints
Reported to senior management of departmental functions, internal audit, projects
Worked closely with vendors on their deliverables to ensure satisfaction of their customers
Team Leader – File Management Services 2001 — 2005
COUNTRYWIDE HOME LOANS, INC — Simi Valley, CA
Responsible for day-to-day functions within File Management services
Provided excellent customer service by assisting and responding to customer inquiries and complaints
Reported to senior management of departmental functions, internal audit, projects
Worked closely with vendors on their deliverables to ensure satisfaction of their customers
Certifications
Team Leader Certification Recipient
FASTER Silver Certification Recipient
Off Note
Proven leadership ability, including handling of personnel issues, mentoring, training and developing associates
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