Mortgage Processor Customer Service

CHRISTINA CARPENTER

***** **** ****** ******, *******, AZ 85326 · 623-***-****

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

Seeking a position to utilize my leadership abilities and problem-solving skills in a fast-paced environment. Pursuing a role with increasing responsibilities and an opportunity for professional growth.

EXPERIENCE

AUGUST 2020 – PRESENT

EXECUTIVE CLIENT CARE SPECIALIST – REFINANCE MORTGAGE PROCESSOR, ROCKET MORTGAGE LLC, PHOENIX, AZ

· Handle FHA, VA, Jumbo, and Conventional refinance loans.

· Communicates with mortgage refinance clients using written and verbal communication.

· Work loan hotlist to place external calls while also receiving internal calls.

· Work with clients on conditions and documentation needed to obtain final loan approval.

· Review and process client documentation and assist with getting loans into closing.

· Effectively manage client communications over a wide variety of digital mediums.

· Ability to review and understand credit reports and title documents.

· Knowledge of federal lending guidelines, condo requirements and process, title, and closing.

· Handle overflow calls for online support team to assist clients in setting up and navigating the online loan portal.

· Consistently exceed production expectations in both volume and quality metrics. MARCH 2011 – JULY 2020

SENIOR LICENSED CUSTOMER SERVICE REPRESENTATIVE,

LIBERTY MUTUAL INSURANCE, PHOENIX, AZ

· Provide top-level customer service to inbound customer calls.

· Works with personal home, auto, and liability policies.

· Work with policy holder retention through review of customer issues

· Interpret policy contracts to insured based on knowledge of personal market products.

· Identity, understand, and interpret customer need to implement resolutions and make recommendations on coverage enhancements.

· Understand all aspects of billing systems.

· Evaluate and make decisions regarding exceptions to payment plan and fees.

· Make alternate payment arrangements with customers and interact with billing system to reflect arrangements.

· Place policies within proper follow-up guidelines.

· Utilize online reference materials to provide confident, accurate, and efficient information to policy holders.

· Cross-sell other insurance lines to policy holders. EDUCATION

JANUARY 2006 – APRIL 2006 AND AUGUST 2009 – DECEMBER 2009 NURSING, GLENDALE COMMUNITY COLLEGE

Nursing coursework

SEPTEMBER 2005 – DECEMBER 2005

NURSING, ESTRELLA MOUNTAIN COMMUNITY COLLEGE

Nursing coursework

AUGUST 1997 – MAY 2000

HIGH SCHOOL DIPLOMA, TREVOR G. BROWN HIGH SCHOOL

PHOENIX, AZ

Honors and Dual-Enrollment courses. Vocational training at Metro Tech Vocational Institution in the field of nursing. Obtained diploma one year early. SKILLS

• Accounts Payable

• Customer Service

• Telephone Communication

• Data Entry

• Proficiency in all Microsoft 365 applications

• DocViewer

• Customer Relationship Management

• IStar, CTI, Avaya Phone Systems

• Customer Service Workbench

• Customer Billing System

• AMP

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