Customer Service Administrative Assistant

Mercy Grear

Contact Number: 612-***-****

Crystal, Minnesota

*************@*****.***

Strong analytical and computer application skills in Documentation Processing, Mortgage processing, Loan Servicing administrative assistant, Commercial Loan Processor, and customer service. Also, I am keen to maintain a clear perspective of goals to be accomplished. A pragmatic self-starter who knows how to get results. Proven ability in Microsoft suites. Excellent problem-solving, communication, and presentation skills. Professional Experience

Center for Energy and Environment

Loan Officer Minneapolis 09/2023-02/28/2024

• Manage and prioritize team workflow to include approving high-volume loan requests for disbursements, payments, exchange rate determinations, manual calculations, invoicing, and liquidations

• Manage and maintain effective oversight across multiple workflow tools, including Gmail, Slack, Salesforce, and Customer Hotline for the direct team

• Maintain relationships with various lines of business, participant banks/co-lenders, and partner teams to include escalation, resolution, and risk management

• Partner with respective business units and other internal teams to align needs and provide operational support

• Perform & drive team account management, exception reporting, cash breaks analysis, and reconciliations within established SLA’s

• Ensure compliance with CEE’s regulatory and investor guidelines, as well as customer service standards

• Provide outreach regarding CEE’s lending products to partner organizations and community members

• Work closely with homeowners to process loan applications and determine the best program available

• Review all loan documentation for adherence to CEE’s product and program guidelines

• Must be able to calculate income, debt ratio, home equity and review consumer credit reports

• Schedule and execute loan closings as needed

• Assist in staffing phone lines

• Provides excellent customer service when working with customers and business contacts

• Attend trade shows and other community events to promote programs Wells Fargo Bank, Minneapolis, MN

Mortgage Processor 4 12/2020- 05/2023

• Communicate with customers, HMCs, settlement agents, brokers, and other counterparties to obtain missing information and documentation for the loan file.

• Knowledge of mortgage loan products (conventional, FHA/VA, construction lending and portfolio programs)

• Knowledge of mortgage procedures, documentation, and underwriting guidelines

• Demonstrated ability to identify opportunities to cross-sell financial products and services

• Effective written and verbal communication skills

• Entering loan information into the system; prioritizing and/or managing assigned pipeline to meet anticipated closing date and performance metrics.

• Contact new and existing customers to update them on their loan applications.

• Ability to navigate and resolve complex issues and situations. Obtained and cleared some approval stipulations and submitted loan files to underwriting for review.

• ensuring all compliance and underwriting guidelines are met.

• Strong analytical and decision-making skills required with a high degree of accuracy.

• Aptitude to work independently as well as part of a team and ability to collaborate with others. Strong verbal and written communication skills.

Accountingist, Crystal, MN

Administrative Assistant 12/2017- 10/2020

• Receiving and processing incoming documents, including texts and audio-visual file formats.

• Organizing documents according to classification categories.

• Filed hardcopy documents and electronic file formats.

• Storing documents and distributing documented materials to intended recipients.

• Securely discarding duplicate and obsolete documents.

• Archiving, retrieving, and distributing filed documents on request.

• Ordering and replenishing office supplies.

• Performing other administrative duties, when required. Boston Scientific Maple Grove, MN,

Customer Service Rep 11 /2015 – 11/2017

• Contact new and existing customers to discuss current sales promotions.

• Create excitement and set appointments for customers to

• Respond to inbound phone calls and internet inquiries to develop customer trust.

• Follow up with customers to ensure satisfaction and produce referrals. Perform all other Business Development selling duties as assigned.

First International of Liberia, Monrovia, Liberia

Commercial Loan Processor, 03/ 2007- 12/2014

• Perform independent reviews of commercial, ag, and commercial real estate loans for the purpose of identifying developing risk and validating the integrity of the bank’s risk rating systems and lending process and controls.

• Conduct continuous review of all types of commercials and commitments.

• Validate underwriting assigned risk ratings.

• Review and test underwriting assessments of cash flow, identification of repayment source, adherence to written policy, policy exception approval, guarantor, and collateral analysis.

• Change risk ratings as appropriate given risk identified in the review.

• Validate booked loans conform to approved terms and structures.

• Validate actions taken by underwriters are within their assigned lending authority.

• Confirm loans are properly documented to ensure bank and legal standards are met.

• Review quality and content of underwriter prepared credit displays and approval documentation – advising underwriters on content and quality.

• Prepare and present written reports summarizing findings and identified risks.

• Follow up on identified required corrective action. Education

BSc in Business Administration Metropolitan State University, December 2022 Skills

I am proficient in Microsoft Suites, SAP, QuickBooks, Salesforce, Tax Slayer Pro, Core.

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