Customer Service Mortgage Loan

Tawnya S. Thomas

Dallas, TX ***** 817-***-**** ******-******@***.***

OBJECTIVE

To obtain a dispatcher position with a company that could benefit from my 7+ years of industry experience. SUMMARY OF QUALIFICATIONS

Over seven years mortgage loan processing, customer service and healthcare experience to include: TRID, Loan Estimates and Closing Disclosures. Excellent customer service that include successfully managing high volumes of loan documentation in a fast-paced environment with demanding productivity, funding and customer satisfaction targets. Familiar with verifying tax, credit, employment, loan, personal and residential histories. Comfortable working independently and in team environments to accomplish tasks and enhance processes.

SKILLS

• MS Office Suite

• Calyx Point Software

• Internet Research

• Skip Tracing

• Type 35 wpm

• Interpersonal Skills

EXPERIENCE

City of Dallas – Dallas, Texas February 2022-

Present

Code Officer

• Inspecting properties, buildings, and developments to ensure compliance with regulations.

• Creating notices of violation, taking photographs, and gathering evidence.

• Testifying in hearings and trials for prosecution of violations.

• Communicating rules to customers and dealing effectively with the public.

• Providing professional development opportunities for lower level officers and subordinate staff.

• Performing extensive research and resolving financial discrepancies. NAVIENT (Duncan Solutions) – Irving, Texas September 2020-February 2022

Remote Customer Service Representative, Temp (Departure: Contract Expiration)

• Provide accurate, clear, and concise responses to incoming calls.

• Perform processing functions necessary to facilitate first call resolution and reflect the accurate status.

• Determine a plan of action to facilitate resolution outside of the Call Center. Send necessary requests to other units.

• Utilize proper escalation procedures.

• Utilize the ability to navigate through designated system of record.

• Consistently utilize Knowledge Tools to ensure accurate information is conveyed to callers. Flagship Credit Acceptance – Dallas, Texas January 2021-July 2022 Collection & Dispatch Coordinator (Departure: Contract Expiration)

• Managed accounts to ensure collection of funds.

• Answering incoming calls and directing appropriately.

• Assign and dispatch drivers accordingly.

• Performed other related duties as assigned.

Aetna (Rose International) – Arlington, Texas August 2018-December 2020 Insurance Coordinator, Temp (Departure: COVID Reduction in Force)

• Answered an average of 45 incoming calls per day and directed appropriately.

• General point of contact for all client’s pre and post service needs.

• Monitored policy changes and advise clients accordingly.

• Provided clients with regular updates on their health insurance policies and coverage.

• Answer client questions and concerns about their policies.

• Maintain detailed knowledge of different types of insurance policies and regulations.

• Followed HIPPA guidelines accordingly.

Flag Star – Dallas, Texas March 2011-

August 2018

Mortgage Loan Processor (Departure: Company Closure)

• Managed a pipeline of 40-50 loans.

• Ensured that each call was in compliance with quality procedural guidelines

• Entered customer and account data from source documents within time limits.

• Compiling and sorting. information to prepare source data for computer entry.

• Responsible for preparing mortgage application and additional paperwork for delivery to mortgage underwriter DU (Desktop Underwriter approval).

• Reviewed credit report, verified loan applications and supporting documentation. EDUCATION/TRAINING

Concorde Career Institute-License Vocational Nurse (LPN) University of Phoenix-Business Management Courses

Paul Lawrence Dunbar- High School Diploma

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