Customer Service Rel

Maria Valderrama

PROFESSIONAL SUMMARY

Knowledgeable and dedicated customer service professional with extensive experience in customer relations and mortgage industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Currently residing in Arizona and available immediately for consideration. SKILLS

MS Office: Word, Excel, PowerPoint, Outlook

Encompass; FHA Connection; AUS; LP; DU

Calyx; Open/Close; CLOSR; Zippy

GUS VIP/WebLGY;

Complaint Handling

Problem Solving

Call Center Experience

Adaptability

Social Media Management

Customer Service Orientation

Organization and Time Management

Computer Literacy

Time Management

Attention to Detail

CRM System Proficiency

SharePoint

Critical Thinking

Prioritization

Vision

PROFESSIONAL EXPERIENCE

Bridgecrest Credit Company, LLC. – Mesa, AZ Jun 2024 to 11/13/2024 Loan Advisor (On-site)

Provide excellent customer service to customers who need assistance in meeting their contract obligations due to unexpected financial obligations.

Contact or attempt contact with customers who are delinquent.

Collect past due payments and negotiate payment plans while maintaining positive relationship with customers.

Offer due date changes, frequency changes, and extensions to bring accounts current.

Maintain positive working relationships with the Loan Servicing team.

Meet or exceed production goals.

Performs other related duties as assigned.

Viking Cruises, Inc. - Woodland Hills, CA Jul 2022 to Oct 2023 Customer Relations Agent I (remote)

Researched and created cases.

Found resolutions for issues expressed by guests within hours. Followed guidelines for compensation to guests.

Offered compensation to guests whether monetary or future cruise vouchers.

If guidelines were exceeded signature was required on Non-Disclosure Agreement and was added to account information to maintain updated customer records.

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

Answered customer telephone calls promptly to avoid on-hold wait times.

Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Handled customer inquiries and suggestions courteously and professionally.

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

Created good rapport, trust and most of all had empathy with the customers and it turned into a bond.

Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Lakeview Loan Servicing, LLC - Horsham, PA Aug 2018 to Apr 2022 FHA/DE/VA/SARS/FNMA/FHLMC Underwriter (remote) (Wholesale/Retail)

Completed 2-3 new loans (Full Doc) and same-day condition review.

Underwrote FHA loans, Conventional Loans, and Jumbo Loans and evaluated Agency and Non- Agency Loans.

Conducted thorough reviews of Appraisals, Collateral Underwriter Findings, and Final Inspections.

Conducted Verification of Income, Verification of Employment, and Verification of Assets.

Cross-trained and maintained high-quality loan underwriting for various products, including Conventional, FHA, and Jumbo Loans

Mentored processing staffing & Account Executives & Loan Officers on underwriting deficiencies and calculations.

Researched lender products and requirements to offer re-structuring options.

Maintained consistent communications with customers & sales staff to ensure all questions are communicated promptly while demonstrating an outstanding level of customer service.

Built strong relationships with lenders, brokers and clients for constructive communications.

Made approval and denial recommendations by determining accurate risk levels.

Documented underwriting decisions and provided evidence of compliance with applicable regulations.

Determined and documented loan conditions and communicated requirements and decisions.

Examined credit reports, financial statements and tax returns to determine repayment capability. Veterans United Home Loans, LLC - Columbia, MO Jan 2017 to Jun 2018 VA/SARS/LAPP Underwriter (Retail)

Worked independently from others reviewed appraisals.

Responsible for reviewing, analyzing, and approving complex loans.

Assisted with re-structuring files.

Kept turn times 24 hours no matter what type of loan it was.

Team player and ability to work independently.

WELLS FARGO HOME MORTGAGE LOANS, INC. – Tempe, AZ Mar 2014 to June 2016 Underwriting Accounting & Closing Manager 2 (LAM2 Retail)

&

FHA/CONV/VA/SARS/LAPP UNDERWRITER III (Retail)

• 1st Builder Team to have highest CTC (Clear to Close Ratio)

• Won 2 Leadership Awards.

• 12 Service Excellent Awards

• Magic Award for Most Available Underwriter

• Managed Builder Team which consisted of 14 underwriters (All levels designations)

• Managed two teams at a time when someone was out.

• Responded to phone calls and emails no later than 30 minutes.

• Quality control numbers were up to 85%, which was the company requirement.

• Trained new employees on proper protocols and customer service standards.

• Trained and guided Underwriters to maintain high productivity and performance metrics.

• Encouraged an atmosphere of teamwork by supporting staff and fostering cooperation and trust.

• Our team motto was “play hard and work even harder”. (it worked) EDUCATION

InterAmerican University - San Juan, Puerto Rico

Bachelor of Arts in English Literature with a minor in Psychology

Contact this candidate