FLORENCE NARTASHA MATSIKA

CUSTOMER SERVICES REPRESENTATIVE

Address: **** ****** ****** ****, ******* Branch, TX 75244

Phone: +1-925-***-****

Email: adug90@r.postjobfree.com

PROFILE

Former mortgage professional with experience in internal and external customer relation. Critical thinker and problem solver with a passion for customer service excellence.

EXPERIENCE

Customer Services Consultant, Circle K Aug 2021 – Present

Responding to and resolving customer calls

Maintaining log of requests and resolutions

Escalating and assigning cases to management

Data entry and capture, and creating reports as required by the system.

Receiving orders, calculating charges and processing payments

Data Credit Analyst, Amerisave Mortgage Jan 2020 – Aug 2021

●Maintained meticulous attention to detail in credit requirements for mortgage applications in accordance with Industry Guidelines and Company Overlays.

●Evaluated borrowers Ability to Repay by analysing credit, income and employment documents – and requesting further verification where applicable.

●Achieved an advanced proficiency in analysis of Self-Employment documents in order to calculate and/or decision qualifying income for different forms of Self-Employed Borrowers.

●Provided suggestions and solutions in collaboration with team members to restructure and align failed files to qualify in accordance with internal and external guidelines.

●Maintained compliance quality and production metrics at all times.

Loan Processor, Loan Depo Aug 2017 – Dec 2019

●Transitioned from Loan Processing to Underwriting in February 2018

●Decisioned Loan Files in accordance with Industry Guidelines and/or Company Overlays

●Interaction with borrowers, loan processors, loan originators and management through the Loan Processing and the Underwriting Process.

●Demonstrated a clear understanding of DU/LP Underwriting Systems

SKILLS

Proficient with Microsoft Office Applications Encompass Quantum Empower Loan Origination System Desktop Underwriter Citrix Lexisnexis Workflow Lending & Underwriting Guidelines Credit & Income Analysis Cash-Flow Analysis Risk Assessment Loan-to-Value Ratios Debt-to-Income Ratios Conventional & Government Mortgages Self Employment Calculation

EDUCATION

Bachelor of Arts: Music and Drama

University of Southern California - 2015

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