Lead client care specialist

TC Tonya Craig

Cleveland, OH ***** 1-216-***-**** *********@*****.***

Online Digital Resume

PROFESSIONAL

SUMMARY

Strong dedication to helping customers resolve issues and cultivate a positive image of the company. Excel in both team environments and alone. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationship with clients/customers. SKILLS Flexible and Adaptable

Multitasking Abilities

Self-Motivated

Excellent Communication

Good Telephone Etiquette

Training development aptitude

WORK HISTORY LEAD CLIENT CARE SPECIALIST 10/2018 to 09/2022 First American Mortgage Services Cleveland, OH

Trained, oversaw and mentored new team members to strengthen performance and job expertise.

Engaged clients in person, over phone and email to answer questions and address complaints.

Resolved concerns with products or services to help with retention and drive sales 10%.

Planned schedules and workflows based on expected customer demands. Reviewed associate performance each week to identify training needs. Worked closely with 10 or more lenders, borrowers and associates to ensure smooth transaction towards successful delivery appointment. Assisted with day-to-day operations, working efficiently and productively with all team members

Managed time efficiently in order to complete all tasks within deadlines. REPLACEMENT POLICY COORDINATOR 06/2014 to 10/2018

First American Title Insurance Co Cleveland, OH Acted as liaison between client and production team Received and responded to customer requests via letters, emails, telephone calls and in-person interactions.

Entered data, generated reports and produced tracking documents. Coached employees through day-to-day work and complex problems. Reviewed and quality controlled over 50 aged loan policies prior to delivery.

Learned and adapted quickly to new technology and software applications Demonstrated leadership skills in managing projects from concept to completion

LEAD PROPERTY TITLE RESEARCHER 08/2006 to 06/2014

First American Equity Loan Services Cleveland, OH Reviewed legal documents such as mortgage loans, title liens and property easements to assess relevant property factors. Identified title encumbrances and detailed plans for correcting issues and clearing titles for planned changes.

Contacted appropriate agencies to complete searches, order records and obtain documents.

Prepared excel spreadsheets to communicate with clients on prior to recording issues

LEAD ESCROW OFFICER 08/2004 to 08/2006

First American Equity Loan Services Cleveland, OH Followed industry standard escrow procedures and maintained awareness of regulations governing escrow process.

Returned executed loan packages to lender for review and approval in accordance with lender instructions.

Scheduled closing appointments for seller and buyer or arranged for delivery of documents for out of area closings.

Managed real estate closing process in compliance with applicable standards and legal requirements.

Prepared and delivered projected HUD-1 settlement statements to lender upon request.

Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action. Delivered services to customer locations within specific timeframes SENIOR PRODUCTION SUPERVISOR/ LEGAL AND 02/2001 to 08/2004 VESTING

First American Equity Loan Services Cleveland, OH Resolved issues quickly to maintain productivity goals. Managed continuous improvement initiatives to drive gains in quality, flow and output.

Reviewed work for quality and compliance with company standards and design specifications.

Standardized production procedures, job roles and quality assurance guidelines.

Addressed personnel issues and scheduling conflicts promptly. Created streamlined production schedules and collaborated with production employees to communicate objectives and goals. EDUCATION

Bachelor of Science Business Education 09/2013

University of Phoenix, Tempe, AZ

CERTIFICATIONS Licensed Notary Signing Agent

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