Loan Processor Customer Service

DIANE GIVEN

830-***-****

adujp0@r.postjobfree.com

Summary

I believe that excellent customer service is a foundational pillar to any successful company. I have more than 20 years of experience in customer service in a variety of environments, including mortgage, law, and logistics. I enjoy studying the processes I am working with and discovering better and more efficient ways to achieve the required results in a bigger or faster way. Experience

James Avery Craftsman – Comfort, TX – December 2021 – current Lead Technician

Assisting department section leader in all aspects of management, training, and production for the department, while maintaining a personal production goal of 20% above the company standard for production. Integral to efficiently training new employees, maintaining production records and quality assurance reviews as well as acting as liaison with final review department for implementing improved methods for increased quality and production.

Guaranteed Rate – Chicago, IL (working remotely from San Antonio, TX) – July 2020 to June 2021 Mortgage Loan Coordinator/Mortgage Consultant

Maintained a pipeline of 40-50 loans using Encompass and proprietary software Pentagon Federal Credit Union – San Antonio, TX, July 2019 – July 2020 Mortgage Loan Processor

One of the first 6 loan processors hired when the mortgaqe department was relocated to San Antonio. As such, worked as a team with the other processors to develop processes for the new department, including ordering of third party services, telephone scripts, spreadsheets, and recordkeeping documents. Assisted management team in transitioning the department to work from home during the pandemic, while maintaining a pipeline of as many as 150 loans. SWBC – San Antonio, TX, January 2019 – July 2019

Insurance Loss Drafts Processor

Maintained a pipeline of 150-200 claims. Updated contractor database to increase department productivity. Improved time required to process claims by 7-10 days by rearranging the order of tasks to allow for process overlap.

SLK Global America – Farmers Branch, TX, July 2018 – October 2018 Real Estate Tax Analyst

Efficiently processed analysis requests for 10 states, bringing response time down from 5-7 business days to 2-3 business days within 90 days.

Credit Union Mortgage Association, Inc – Fairfax, VA, February 2016 – May 2018 Assistant Loan Processor

Managed the pipelines of three processors with pipelines of approximately 50 loans each. While managing pipelines, developed and wrote training manual for the transaction coordinator position. Developed and wrote Standard Operations Manual for the receptionist position. Created a checklist for the processing department for the use of processors and processing assistants.

APAC Customer Services – Newport News, VA, April 2011 – November 2013 Universal Chat Customer Service Agent

Phone and internet chat customer service. While employed with APAC, was awarded a vision award for an idea which was approved and implemented worldwide throughout UPS. Education & Training

Texas Life and Health Insurance Certified – July 2020 Kee Business College – Norfolk, VA, Graduated November 1991 Legal Office Management & Data Entry, Associates Degree Tennessee Temple University – Chattanooga, TN, Attended, 1985-1986 Courses in English, Education, and Music. Did not graduate.