Service Representative Loan Processor

DORINE FOTSA

Dallas, TX *****

214-***-**** - ******.*****@*****.***

PROFESSIONAL SUMMARY

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. ACCOMPLISHMENTS

Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls. Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate. Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction. SKILLS

Order and Refund Processing

Issue and Complaint Resolution

Upbeat and Positive Personality

Data Entry and Maintenance

Excellent computer skills including

MS word, excel,p[ower pivot, outlook,

power point and publisher ms, Teams

different loan software calyx,

lendingQB and encompass, proficient

in customer service, citrix,lotus,

Avaya, AIM, PKT, SPD and mortgage

software.

Multitasking and Prioritization

Efficient and Detail-Oriented

Customer Data Confidentiality

WORK HISTORY

07/2021 to Current Customer Service Representative TCS – PLANO TX, TX

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Provided primary customer support to internal and external customers. Answered constant flow of customer calls with minimal wait times. Leveraged sales expertise to promote products and capitalized on upsell opportunities.

Cultivated customer loyalty, promoted repeat business and improved sales. Answered customer telephone calls promptly to avoid on-hold wait times. Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.

Offered advice and assistance to customers, paying attention to special needs or wants.

10/2020 to 07/2021 Senior Loan Processor

Home Bridge Financial Services – Addison, TX

Interviewed clients regarding loan needs and financial histories and conveyed information regarding application processes.

Evaluated approvals against established bank and government lending standards. Handled any conditions sent from underwriting departments. Reviewed financial statements and contacted institutions and customers to clarify details.

Maintained compliance with privacy and security requirements, as well as federal statutes covering Va loans, jumbo loans,

Set up and completed loan submission packages.

Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.

Acquired management approval for small business and commercial loans. 02/2018 to 10/2020 Senior Loan Processor

Supreme Mortgage Company – Dallas, TX

Interviewed clients regarding loan needs and financial histories and conveyed information regarding application processes.

Evaluated approvals against established bank and government lending standards. Handled any conditions sent from underwriting departments. Reviewed financial statements and contacted institutions and customers to clarify details.

Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.

Checked packages for appropriate documentation.

Acquired management approval for small business and commercial loans. EDUCATION

12/2018 Associate of Science: Sccience

Collin County Community College District - Plano, TX LANGUAGES

English French

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