Customer Service Documentation Specialist
Resume:
NEDRA ROSS
CUSTOMER SUPPORT
SPECIALIST
************@*****.***
Arlington, TX 76010
CONTACT
Organized and motivated
professional with experience in the
financial industry. Expert in
analyzing data, assessing
creditworthiness, and
recommending loan products.
Proven ability to build and maintain
strong relationships with clients and
colleagues. Proactive in identifying
and resolving issues and providing
superior customer service.
CAREER OBJECTIVE
Senior Loan Documentation Processor (Lead)
Wells Fargo, Irving, TX
Loan Documentation Specialist
Wells Fargo, Irving, TX
Lead Customer Service Specialist
Santander Consumer USA, North Richland Hills, TX
EXPERIENCE
August 2022 - Present
Lead, manage and supervise the day-to-day operations of a team of 15-18 customer service representatives
•
Assist with interviewing and selection of team members and served as a role model/mentor to team and others
•
Review credit applications and render the appropriate credit decision within credit policy requirement and in compliance with all requirements.
•
Review policy and/or pricing exceptions and assist in daily operations.
•
Decision automobile applications submitted by dealers, placing an emphasis on response time,quantity of applications processed and quality of applications approved.
•
December 2017 - August 2022
Reviewed and edited documents for accuracy, consistency, and
• compliance.
• Used multiple digital platforms to maintain documentation. Interviewed loan applicants to obtain personal and financial data and to assist in completing applications.
•
Recorded applications for loan and credit, loan information, and
• disbursements of funds using computers.
Submitted loan applications with recommendation for underwriting approval.
•
July 2007 - February 2017
• Handled escalated calls to research complaints or inquiries. Assumed ownership over team productivity and managed workflow
• to meet or exceed quality service goals.
• Secured payment arrangements to post to appropriate accounts. Obtained and examined relevant information to assess validity of complaints and determine possible causes.
•
Encouraged and monitored phone staff to efficiently manage time
• and work.
High School Diploma
Lincoln College Preparatory Academy, Kansas City, MO EDUCATION
May 1995
SKILLS
• Credit and Collections
• Financial Document Review
• Risk Management
• Legal Compliance
• Information Verification
• Loan Paperwork
Contact this candidate