Service Representative Customer
Resume:
Denise G. Rogers
Casa Grande, AZ
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SUMMARY
Goal-oriented manager with over 15 years experience with a Fortune 500 company in processing, underwriting, closing and management. Strong skills in communication, goal achievement and customer service. Extensive experience in team development, project management, market planning and implementation. Strengths include solid communication and problem-solving skills and adapting to change.
PROFESSIONAL EXPERIENCE
Digital Risk – Maitland, FL April 2019 – August 2022 Underwriter III
● Review, analyze, approve and underwrite individual consumer requests and products within company and industry guidelines.
● Maximize customer service and customer satisfaction. LoanDepot – Maitland, FL June 2016 - February 2019 Loan Document Specialist IV
● Pre-decision and pre-closing tasks required for branch-generated files according to WFHM standards and best practices.
● Maintain continuous communication with HMC and borrower to obtain documentation required by underwriter for closing.
● Maximize customer service and customer satisfaction. WELLS FARGO HOME MORTGAGE April 2004 – February 2016 Underwriter III – Lake Mary, FL
● Review, analyze, approve and underwrite individual consumer requests and products within company and industry guidelines.
● Maximize customer service and customer satisfaction. Area Underwriting and Closing Manager - Tempe, AZ June 2012 Managed a team of Mortgage underwriters and closers up to 25 team members.
● Conduct 1:1s with team members
● Annual Required Training (ART)
● Hiring / Onboarding
● Training / coaching needs
● Ensure flow of files and manage turn times
● Manage loan level escalations
● Weekly partnership call w /area processing manager, area manager, RRSC, regional manager
● Weekly pipeline capacity management review at area level w/ branch managers and area manager
● Customer Loyalty Survey Results
● Maximize customer service and customer satisfaction. Denise G. Rogers
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Underwriter IIII - Tempe, AZ May 2005
● Full Conventional leading authority to include non-conforming authority and USDA authority.
● Review, analyze, approve and underwrite individual consumer requests and products within company and industry guidelines.
● Mentor and training for incoming team members.
● Maximize customer service and customer satisfaction. Loan Document Specialist IV (via temp agency) April 2004-May 2005
● Pre-decision and pre-closing tasks required for branch-generated files according to WFHM standards and best practices.
● Maintain continuous communication with HMC and borrower to obtain documentation required by underwriter for closing.
● Maximize customer service and customer satisfaction. REALINK. INC – Tempe, AZ February 2003 – January 2004 QA/QC Manager
Managed a team of 2 Quality Assurance Processors and 3 Quality Control Representatives.
● Detailed review for quality, correctness, Client requirements and Federal Regulations for all appraisal products prior to delivery to Client.
● The maintenance of product queues to ensure all products are reviewed and delivered in the Client’s required time frame.
● The compilation and reporting of all monthly figures to upper Management. Senior Account Manager August 2004 – February 2003
● Meeting and/or exceeding all Client needs of assigned accounts, to include but not limited to order entry, fee negotiation, liaison between Client and Vendor to ensure all needs and requirements are met.
● Develop and maintain familiarity with Mortgage Industry standards.
● Specialized in “high maintenance” accounts providing customized service and care. AMSAFE INC. - Phoenix, AZ
Accounts Receivable/Senior Credit & Collection Specialist UHAUL INTERNATIONAL INC. – PHOENIX, AZ
Corporate Reservations
SENSORMATIC ELECTRONICS, CORP. –SAN DIEGO, CA
(Formerly known as ROBOT RESEARCH INC.)
International Customer Service Representative
GUILD MORTGAGE COMPANY – SAN DIEGO, CA
Assistant Supervisor, Document Control Specialist, Loan Closing Coordinator Denise G. Rogers
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PROFESSIONAL REFERENCES
Angel D’Rossi Teresa Keebler
Anndi Pena Nathan Rouse
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