Mortgage and Insurance Management

KAY BELL

**** * *********** ** **** **** Phoenix, AZ 85022

Mobile: 313-***-**** Email: [email address removed]

SUMMARY

Highly motivated and results-driven professional with progressive experience in client relations, team leadership, training, and process improvement within the financial services and insurance industries. Proven ability to lead and develop teams, implement strategic plans, resolve complex issues, and consistently exceed performance standards. Seeking to leverage extensive supervisory skills and business acumen to contribute to the success of a forward-thinking and innovative company in a management capacity.

PROFESSIONAL EXPERIENCE

State Farm Insurance Group Phoenix, AZ

Claims Associate February 2024 – Present

* Provided exceptional customer service by educating clients on the auto claims process via phone, adhering to established procedures and job aids.

* Effectively de-escalated and resolved customer inquiries and concerns, maintaining quality, accuracy, empathy, and professionalism in a fast-paced environment.

* Consistently adhered to company policy and performance standards while navigating urgent situations.

Rocket Mortgage Phoenix, AZ

Team Leader, Client Experience July 2020 – August 2023

* Led and developed a team of client experience professionals in the mortgage closing business area, fostering a collaborative and high-performing environment.

* Guided team members in identifying and achieving professional development goals, contributing to their growth and the overall team success.

* Maintained and communicated the strategic plan, aligning team activities with key performance indicators and company financial objectives.

* Managed the end-to-end mortgage closing process, including third-party balancing and the accurate execution of official mortgage closing documents.

* Proactively addressed and escalated critical issues within Freddie Mac and Fannie Mae to ensure timely and compliant loan closings.

Quicken Loans Phoenix, AZ

Senior Closing Specialist, Client Experience October 2019 – July 2020

* Managed the balancing and preparation of mortgage loans for final signing, ensuring accuracy and compliance.

* Facilitated seamless communication between partners, brokers, and title companies to ensure timely scheduled closings.

* Collaborated effectively with Communications and Vendor Teams to finalize loan figures and achieve clear-to-close status.

Quicken Loans Scottsdale, AZ

Client Experience Operations Training August 2017 – October 2019

* Designed, implemented, and executed comprehensive client relations training programs for Loan Origination, Mortgage Servicing, and Concierge Teams.

* Onboarded and trained new hires on essential introductory position responsibilities and company procedures.

* Developed and delivered ongoing training initiatives, including workshops and breakout sessions for both leaders and team members, to enhance skills and knowledge.

Quicken Loans Detroit, MI & Scottsdale, AZ

Client Relations Origination October 2014 – August 2017

* Served as a primary point of contact for Quicken Loans clients, addressing all aspects of the mortgage process from initial contact through post-closing.

* Utilized strong technical troubleshooting and problem-solving skills to resolve client issues effectively.

* Demonstrated proficiency in de-escalating challenging situations while maintaining positive client relationships.

* Navigated and utilized internal systems, including AMP and ATLAS, to manage client information and loan processes.

EDUCATION

Present-AINS Deaignation Candidate

2022-University of Phoenix -Pending Associates

1999-Kettering University:Flint, MI- College Coursework

1997-Henry Ford High; Detroit, MI; High School Diploma

KEY SKILLS

* Team Leadership & Development

* Strategic Planning & Execution

* Process Improvement

* Customer Relationship Management

* Conflict Resolution & De-escalation

* Training & Development

* Performance Management

* Communication (Written & Verbal)

* Problem-Solving

* Time Management

* Attention to Detail

* Policy Adherence

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