Service Representative Customer Support
Resume:
Johnn Etta Smith
Warren, MI 480**-***-*** **** **********@*****.***
Account Management
Exceptional performer and creative problem solver seek a position in an organization where vast customer service and supervisory experience will be utilized to exceed departmental goals. Skills include: Client Management Mortgage Teamwork Supervisory Experience Goal Oriented Customer Service Training & Onboarding Data Driven De escalation Health Insurance Problem solving Customer escalation. Relevant Experience
Flagstar Bank, Troy, MI 06/2012 02/2023
Business Partner Advocate
Liaison between internal departments and external customers. Assigned to and assist with the Great Lakes Regional by communicating Flagstar Banks mortgage guidelines, policy, and procedures.
• Monitor customer loans and oversee pipeline flows smoothly through Flagstar processes.
• Work closely with Account Executive and Sales Assistants to maintain customer Mortgage Pipelines and satisfaction.
• Work directly with internal departments to ensure loans are moving smoothly through the following departmental process Underwriting, Funding, Closing, Settlement Agent Approval, Compliance, and Marketing.
• Provide business to business customer support to account executives, mortgage brokers, processors and loan officers.
• Ensures all compliance policies and procedures are being adhered to according to conventional and government guidelines.
• Research, document, and resolve simple and complex issues via telephone, email, and fax.
• Assist with simple and complex system issues and technical errors also assist with Mortgage application, client registration, and document submission and errors.
• Closely monitors customer pipelines utilizing reports and metrics.
• Provide education and support on the navigation and use of online systems.
• Audit loan files for outstanding and incorrect documents and educates on government, conventional, and company policy and procedure/guidelines.
• Create and review closing document packages and audit completed packages for finalization.
• Created and audited condition review for underwriting, funding, post closing, and suspense. Aditya Birla Minacs, Farmington Hills, MI 09/201*-**-**** Customer Service Representative
Provided customer support for Consumers Energy customers.
• Researched, documented, and resolved simple and complex issues via telephone, email, and fax.
• Assisted with simple system issues and technical errors.
• Assisted customers with billing, payments, and financial options.
• Created service orders for new and existing services, relocation and outages.
• Offered and provided information on home warranty services. United Healthcare, Southfield, MI 06/2001 07/2011 Team Lead/Customer Service Representative
Liaison between customer, members, patients, physicians, and administrators.
• Handled over 175 inbound and outbound calls daily providing education to customers on products and services through verbal discussion and mailings.
• Resolved complex customer inquiries and issues.
• Trained ~75 new employees and coached existing staff on adhering to company policies and procedures.
• Directed customers with benefits, eligibility, inquiries, authorizations and appeals. Johnn Etta Smith
Warren, MI 480**-***-*** 6061 **********@*****.***
• Thoroughly tracked and resolved customer service complaints and customer interactions via department spreadsheets.
Education
H.S. Diploma
Hazel Park High School
Hazel Park, MI
Training and Systems
• Mortgage Compliance / Mortgage Basic
• Recognizing and Preventing UDAAP
• RESPA Training
• Privacy Training
• Finance Basics Americhoice
• Loantrac/Mortrac Systems, Paperless File Manager, Integrated Doc Mgmt., Lotus Notes, Citrix Finesse, Salesforce.
• Valuing Diversity and Inclusion E.E.O.C.
• Facets, Maces, MICRS, Ibagg, Infinity, Glenn, Authorization Trac, Care One, Care Plus, Onesys, Unisys
• Harassment Prevention Training Americhoice
• HIPAA Compliance Training Americhoice
• SAP Software/ Consumers Energy
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