Customer Service Office Manager

WILLIAM W. ORME

Murrells Inlet, SC 860-***-**** ********@*****.***

www.linkedin.com/in/william-orme-8348b7b

SUMMARY OF QUALIFICATIONS

An enthusiastic Eligibility Specialist Professional with over ten years’ experience in the mortgage, retail, and insurance industries. Able to learn, comprehend and consistently implement new systems, methods, and processes. Provides effective and professional assistance to customers with concern and empathy, especially when dealing with complaints and other customer service issues. Works well independently and collaborates effectively in team efforts, consistently demonstrates a strong work ethic. Accurate and detail oriented; conscientiously strive for excellence in work performance.

CORE SKILLS

Negotiator Critical Thinker Active Listener Problem Solver Attention to Detail Communication Conflict Resolution Self-Directed Trouble Shooting Educator/Trainer Telephone Etiquette Time Management Numerical & Analytical Skills Investigator Proofreading Underwriting Compliance I Verifications Organization I Remote worker I Cash Management I Customer Service

PROFESSIONAL EXPERIENCE

UNITED WAY Rocky Hill CT (Remote) 2023 – 2024

Maintain a processing level of 1.92 which is well above the expectation of processing at .90 or above.

Effectively manages assigned caseload; handles multiple tasks and adjusts to changing priorities and volume fluctuations.

Reviews and determines eligibility and client benefits.

Processes re-determinations/applications within contract specified time frames.

Screens, verifies and assigns clients to designated recipient category based on state and federal guidelines.

Approves eligibility activities and benefit coverage.

Provides excellent customer service at all times.

Learns, interprets and applies knowledge of State childcare subsidy program regulations, operations and procedures and incorporates changes as applicable.

Navigates and utilizes multiple software systems in performing job function.

Identifies and escalates program violations and overpayments of benefits for further review.

Determines if clients meet eligibility requirements for the program and updates the participant case information within contract specified time frames.

Researches, interprets and explains state, federal and local policies governing eligibility legal rights and responsibilities of participants to ensure compliance.

Reviews all inbound and outbound documentation on each contact and appropriately updates the file after each contact.

Discontinues client eligibility when appropriate.

Responds to telephone inquiries from clients, providers, state agencies and employers in a timely manner or as defined in contract requirements.

TTEC Englewood CO 2022 - 2022

Medicare Sales Representative (Remote)

Gathered and updated consumer information according to HIPPA guidelines

Verified Medicare eligibility

Determined client’s needs

Gathered and updated client’s Doctor and prescription information

Determined the best plan to meet the client’s needs

Enrolled client in the determined plan.

PLANET HOME LENDING Meriden CT 2022 - 2022

Disclosure Specialist

Ordered Titles from vendors

Ordered loan modifications from vendors.

Reviewed loan modifications when returned for accuracy and completion

ROBERT HALF RECRUITERS & EMPLOYMENT AGENCY Hartford, CT (Remote) 2021 - 2022

Case Auditor

Examined rental applications for the accuracy of the landlord’s and tenants’ information

Researched landlord information through government identification, W-9s and business licenses

Ensured tenant information was correct; including but not limited to lease information with landlords, income documentation and monthly income amounts, Covid-19 hardship eligibility, risk of homelessness, eviction status with landlords, and utility assistance information

Researched using the VISION system to verify proof of ownership information from tax offices; verify property location through Google maps and Geographic Information System (GIS) surveys

Maintained frequent communication with landlords and tenants via email and telephone

Calculated household income, rental arrears, and future rent payments using an Excel spreadsheet

Uploaded all required documentation to the appropriate files as needed

INSPIRE CLOSING SERVICES Moon Township PA 2020 – 2021

Disclosure Specialist (Remote)

Verified the accuracy of insurance, taxes, payoffs, vesting and signature affidavits

Reviewed the closing package for accuracy and inclusion of all documents before being notarized

Checked application for accuracy, notes, mortgages, deeds, liens, and title documents

Confirmed page counts and recording fees; returned incorrect documents to lender for corrections; uploaded all documentation to the file as necessary

Prepared the Closing Disclosure for closing, created the Alta and final CD; contacted the notary and borrower regarding closing

GUARANTEED RATE MORTGAGE AFFINITY LLC Chicago IL 2020 – 2021

Closing Coordinator (Remote)

Ensured that loans were processed accurately and in a timely manner from setup to closing

Collected all closing documents needed and transferred completed files to the loan closing department

Responsible for ensuring all title documents are accurate and tracked in Encompass

Gathered and verified all insurance documents for accuracy; tracked documents in Encompass

Liaison for title companies and attorney’s offices to schedule closings

Obtained and uploaded Flood Insurance documents into Encompass; ordered payoffs and tracked in Encompass

SOURCEPOINT Rocky Hill CT 2019 – 2020

Streamline Loan Mortgage Processor

Managed the timely flow of the Streamline loan files from setup and processing to closing

Contacted borrowers via telephone, e-mail, and mail to obtain mortgage stipulations, and updated customers on the progress of the loan

Received and reviewed high volume of documents from applicants and other third parties with acute attention to detail to determine if they complied with underwriting requirements

Prepared VA and streamline FHA refinances files for submission or resubmission to underwriter.

Ordered FHA case numbers and CAIVRS numbers via Lakewood software link to FHA Connection website

Frequently used the VA portal to upload documents and retrieved VA Case and COE documents

Uploaded all documents to EDM System, labeling and properly categorizing for final file review

OTHER PROFESSIONAL EXPERIENCE

Retail Store Manager MATTRESS FIRM Hartford County CT 4 years

Independent Insurance Agent BANKERS LIFE Farmington, CT 2 Years

Assistant Store Manager BUILD-A-BEAR WORKSHOP Manchester, CT 9 Years

EDUCATION – CERTIFICATIONS – PRIOR LICENSING

Associates Degree - Biblical Studies and Theology Calvary International School of Ministry & Theology

Microsoft Office Certificate Windsor Adult Education Windsor, CT

Internet and Quicken Windsor Adult Education Windsor, CT

Sales and Customer Service Certificate National Retail Federation Washington, DC

Volunteer Experience

Member of the Board of Directors I Open Air Ministries I Plantsville, Ct

Treasurer I Jesus Encounter Ministries I Murrells Inlet, SC

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