Customer Service Support Specialist

STEVEN NORRIS

Indianapolis, IN *****

317-***-**** - ************@*****.***

PROFESSIONAL SUMMARY

Adept at problem-solving and customer relationship management, excelled at Freedom Mortgage Corporation by fostering strong client relationships and resolving complex issues, leading to significant repeat business.

SKILLS

• Problem-solving • Complaint handling

Customer relationship management

(CRM)

• • Time management

WORK HISTORY

03/2024 to 11/2024 Customer Support Specialist

Freedom Mortgage Corporation – Mt. Laurel, NJ - Remote Developed strong relationships with clients, resulting in repeat business and positive feedback.

•

Managed high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.

•

02/2023 to 02/2024 FHA Customer Service Representative II Strong Bridge/Leidos/FHA Resource Center – Sterling, VA Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

•

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

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06/2019 to 11/2022 Government Underwriter

Freedom Mortgage Corporation – Mt. Laurel - Remote Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.

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Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.

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Mentored junior underwriters, providing guidance on best practices and improving overall team performance.

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EDUCATION

07/1985 Bachelor of Arts: Sociology

Anderson University - Anderson, IN

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