TS Thomas Stricklen Jr

Milwaukee, United States *3214 414-***-****

adzt1z@r.postjobfree.com

PROFESSIONAL

SUMMARY

Talented loan processor knowledgeable about the current mortgage loan market. Proficient time manager and collaborative team player trained in loan and underwriting processes. 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. Experienced Collections Specialist bringing 15-years of success in sales and service positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems. Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Successful financing customer care professional with 23 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. SKILLS Income Evaluation

Attention to Detail

Loan File Review

Loan Processing Coordination

LexisNexis Software

Customer Service

Application Review

WORK HISTORY CUSTOMER CARE ASSOCIATE 09/2022 to CURRENT BMO Bank 180 N Executive Drive, Brookfield WI

Fielded inquiries via email, chat and text to offer immediate assistance with customers' needs.

Assisted inbound callers with payment information and support by skillfully operating multiple administrative systems.

Contributed to continuous improvement team-wide by collecting data on calls and giving managers knowledgeable feedback.

Analyzed paperwork to verify completeness and eligibility for requested products and services.

Maintained good call control to quickly uncover questions and keep call times low.

Identified crisis calls and arranged for emergency assistance to resolve important problems.

Helped customers through stressful times by giving expert help and building customized solutions for unique requirements. Documented caller information in delivery system to initiate standard responses based on particular needs.

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Assisted call-in customers with questions and orders. Logged call information and solutions provided into internal database. Communicated with clients regarding account services, statements, and balances.

LOAN PROCESSOR 01/2022 to 07/2022

Chase Bank Brookfield, WI

Reviewed financial statements and contacted institutions and customers to clarify details.

Handled any conditions sent from underwriting departments. Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.

Maintained long-term relationships with customers to provide best-in-class customer service.

Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants.

Prepared documents for underwriting by verifying client income, credit reports, and other information.

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

Set up and completed loan submission packages.

Developed and maintained relationships with customers and loan officers to establish smooth loan process.

Utilized loan origination software to process and track loan applications. Assisted loan officers with origination and closing processes to fastrack procedures and promote teamwork.

Provided quick turnaround times to maintain fast-past schedule. LOAN PROCESSOR 09/2020 to 01/2022

Dovenmuehle Mortgage Inc. Brookfield, WI

Handled any conditions sent from underwriting departments. Reviewed financial statements and contacted institutions and customers to clarify details.

Processed loans within various departments to achieve timely, accurate and fair proceedings.

Collaborated with stakeholders to manage loan files and databases and prepare general correspondence.

Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants.

Prepared documents for underwriting by verifying client income, credit reports and other information.

Set up and completed loan submission packages.

Checked packages for appropriate documentation.

SUPPORT SPECIALIST 10/2015 to 09/2020

BMO Harris Bank Brookfield, WI

Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

Collaborated with vendors to locate replacement components and resolve advanced problems.

Maintained customer and clients records with accuracy and efficiency. Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Provided primary customer support to internal and external customers. Reconciled accounts receivable ledger to verify payments and resolve variances.

Processed bill reminders and consulted with third-party collection agency to resolve past-due customer accounts.

Submitted cash and check deposits and generated cash receipts to record money received.

Prepared and mailed invoices to customers, processed payments and documented account updates.

COLLECTIONS SPECIALIST 03/2006 to 08/2015

Newtek Business Services Inc. Milwaukee, WI

Counseled debtors on payment options and arranged installment agreements.

Monitored accounts for compliance with established payment plans and flagged non-compliances.

Processed payments and contracts on accounts.

Collected documents and made portfolios for collections accounts. Discussed options with delinquent clients in terms of proposed solutions or foreclosure.

Used skip tracing and other techniques to locate debtors. Worked in call center environment handling manual and automatically dialed outbound calls.

Researched accounts and completed due diligence to resolve collection problems.

Maintained high volume of calls and met demands of busy and productive group.

Handled a range of 50 plus outbound and inbound calls daily with goal of collecting owed debt.

Recorded all information regarding financial status of customers. Processed payments and applied to customer balances. Negotiated to collect balance in full.

Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes. Contacted customers to discuss past-due accounts and negotiated payment plans.

Quantified debtor balances to avoid late payments and bad credit. EDUCATION High School Diploma 06/1995

John Marshall High School, Milwaukee, Wisconsin

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