Y

Y O L A N D A

E R V I N

C L I E N T S U P P O R T

M A N A G E M E N T

P R O F E S S I O N A L

E X P E R I E N C E

Highly detailed,

performance-driven, and

dedicated Management

Professional with over 15

years of experience

encompassing mortgage loan

servicing, customer care

management, compliance, and

auditing. A strategic and

conceptual leader with the

ability to communicate

effectively, problem-solve,

and analyze data while

maintaining client

satisfaction in a diverse

organization.

P R O F I L E

Lock Desk Analyst March 2020-July 2021

MOVEMENT MORTGAGE

Completely reviewed, processed, locked, extended, and revised mortgage loan rate lock requests submitted by mortgage loan officers or operations team members

Analyzed and resolved associated operational issues associated with rate lock mismatches; managing exceptions within daily hedge reporting

Provided firm guidance and support to the loan origination staff allowing them to focus on customer contact and analysis of new transactions

Processed and recorded rate lock modifications making certain the pricing is exact, and falls within the investor’s guideline parameters Collaborated with sales, processing, underwriting, closing, correspondent counter parties and management to ensure the loans in your pipeline are sold quickly

Researched pricing requests and updates system with and required pricing changes

References Available Upon Request

Research Remediation Specialist July 2021-Present WELLS FARGO

Conducts intake of documentation to determine approval or appropriate course of action Investigates fully to identify issues, and researches appropriate information, terms and conditions Serves as main point of contact to resolve complex problems and inquiries and supports other divisions of Wells Fargo by reviewing documentation and

Thoroughly locates customer’s account in various systems and follows internal procedures for tracking, replying, and assigning determination

Demonstrate superior customer service skills when writing to customers, third parties or other departments when acknowledging issues

Works all cases by responding to appropriate customers and non- customers within the Bank's policies, procedures, and guidelines Tax Associate Dec 2019-April 2020

H&R BLOCK

Assists in the preparation and filing of simple and complex tax returns for individuals; furnishing taxpayers with sufficient information and correct tax forms

Interviews clients to obtain additional information on taxable income and deductible expenses and allowances

Reviews financial records to maximize tax credits, adjustments, and return payments; computing potential taxes owed or overpaid following tax forms instructions/tables

Collects cash payments and disburse checks to clients after properly verifying identity

Continuously grows business by promoting and marketing services Y

Y O L A N D A

E R V I N

C O N T A C T

E X P E R I E N C E

Customer Service

Operations

Documentation Review

Organization

Problem Solving

Examining Financial Statements

Home Loan Management

Team Player

Effective Oral & Written

Communication

Tax & Accounting Principals

Training & Development

H I G H L I G H T E D S K I L L S

adw4z9@r.postjobfree.com

803-***-**** / 803-***-****

445 Hemlock Avenue

Rock Hill, SC 29732

E D U C A T I O N

ASSOCIATES OF ARTS, ACCOUNTING

York Technical College 1995

HIGH SCHOOL DIPLOMA

Northwestern High School 1993

Sr. Customer Service Rep. Feb 2017-May 2018

BRITAX CHILD SAFETY, INC.

Provided timely, courteous, and professional communication to product consumers related to safety; B-Safe 35 and B-Agile recalls Listened attentively and respectfully to respond in a clear and concise manner

Provided current and relevant information regarding products, parts, instructions, and use of products to ensure maximum results Collected data accurately and thoroughly in database to track historical data as well as utilized interaction feed back for the development and training processes

Acted as interdepartmental liaison to identify safety and quality concerns and best solutions to advise consumers on product revisions or safety campaigns

Actively participated in training and education programs relative to the business, industry and department

Lead Customer Service Rep. May 2018-March 2020

PELTON & CRANE

Interacted with customers via telephone, and email to provide support and beneficial information regarding products or services Assisted Sales Representatives with price negotiation and contract review; ensuring appropriate actions are taken to resolve any contractual issues

Collected and entered new or additional orders into system Worked closely with suppliers to quote parts and ensure timely delivery

Collaborated with Sales and Quality departments to address details of inquiries, complaints, and comments to improve service and streamline processes

Handled highly escalated client issues for management with tact and understanding, maintaining 92% quality departmental scores and increased retention rate by 25%

Bankruptcy Home Preservation Loan Adjuster I Aug 2009-Apr 2016

WELLS FARGO

Responsible for processing bankruptcy loans utilizing HAMP tool to review eligible modification options on FHA, Freddie Mac, and VA portfolios

Collaborated with peers. internal and external vendors to resolve risk management issues, establish court involvement, and determine loan options

Gathered all relevant credit and guarantee information required to document mortgage loan files; thoroughly reviewing to ensure accuracy, validity, and compliance

Generated reports from various systems; CPI, BpoDirect, PACER, Clara, Workout Prospector and Webtrack

Served as advisory trainer to new hires and peers by providing side- by-side coaching

Consistently ensured adherence to compliance within state and federal guidelines

References Available Upon Request

Contact this candidate