Customer Service Quality Assurance

Reginald L Simmons

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***********@*****.*** Kansas City, KS 66112

CAREER OBJECTIVE

Professional with 15+ years administering excellent customer service. Highly detail oriented, excellent communicator and respectful team player seeks to leverage a diverse skill set to bring a strong sense of hard work and customer satisfaction to each and every client.

SKILLS

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Excellent written and verbal skills Customer Service Driven Team Player Dependable Data Evaluation Online Chat Customer Queries Operational Efficiency High-Volume Environments Knowledge Base Financial Services Mutual Fund Financial Transactions Trade Executions IRS Regulations EXPERIENCE

SENIOR CORP SEC REP, KANSAS CITY, mo

SS&C, January 2020-Present

Maintained up-to-date knowledge of company products and services to effectively answer customer questions.

Prioritized tasks based on urgency level while managing multiple cases simultaneously.

Performed quality assurance checks on outgoing communications before sending out to customers.

Conducted detailed research into customer inquiries using multiple sources of information when necessary.

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INVENTORY AUDITOR, Edwardsville, KS

Alphabroder, October 2018-January 2020

Perform inventory counts which include RF cycle counting, location audits and recounts

Review completed inventory counts and variances to determine if further research or a recount is needed

Update and distribute department reports using Excel or other established logs and perform product inspec- tions to determine if product meets established specifications.

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MORTGAGE LOAN CLOSER, Overland Park, KS

HomeDirect Mortgage, November 2017-October 2018

Ability to analyze instructions and prepare settlement statements, Maintain knowledge of laws and FHA & VA allowable fees in all 50 states

Frequent problem solving

Problems are varied in nature and above average in difficulty

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MORTGAGE CLOSER, Kansas City, MO

Academy Bank, February 2016-October 2017

Ability to analyze instructions and prepare settlement statements, Maintain knowledge of laws and FHA & VA allowable fees in all 50 states

Frequent problem solving

Problems are varied in nature and above average in difficulty

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MORTGAGE CLOSER, Kansas City, MO

Commerce Bank, October 2015-February 2016

Ability to analyze instructions and prepare settlement statements, Maintain knowledge of laws and FHA & VA allowable fees in all 50 states

Frequent problem solving

Problems are varied in nature and above average in difficulty

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LOAN ANALYST II, Overland Park, KS

Midland Loan Services/PNC Bank, January 2014-October 2015

Prepare payoff quotes, calculating interest for different payment types

Calculating basic and complex prepayment premiums, reading and understanding loan documents to determine any necessary prepayment provisions.

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CLOSING COORDINATOR, Overland Park, KS

Servicelink, March 2013-October 2013

Ability to analyze instructions and prepare settlement statements, Maintain knowledge of laws and FHA & VA allowable fees in all 50 states

Frequent problem solving

Problems are varied in nature and above average in difficulty

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PERSONAL BANKER, Overland Park, KS

IRA Services, US Bank, June 2010-February 2013

Provides high quality customer service for 24-Hour Banking Service, Responds to telephone and/or email inquiries, requests and problems, Cross selling products and services or referring customers to appropriate sales staff.

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ESCROW CLOSER, Lenexa, KS

Nations Lending Services, April 2009-October 2009

Ability to analyze instructions and prepare settlement statements, Maintain knowledge of laws and FHA & VA allowable fees in all 50 states, Frequent problem solving

Problems are varied in nature and above average in difficulty.

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POST CLOSING LOAN ANALYST, Kansas City, MO

Bank Midwest, December 2007-March 2009

Review and analyze final loan documentation post closing, ensuring all are accounted for and filled out in their entirety

Also keeping the loan officers aware of what is needed for completion.

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IMAGE SPECIALIST, Kansas City, MO

Bank Midwest, May 2007-December 2007

Preparation of loan documentation for scanning, scanning and indexing documentation into system for further processing and fulfilling research requests from Loan Officers and their assistants.

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LOAN OFFICER, Kansas City, MO

First Capital Mortgage Solutions, January 2007-May 2007

Generating and follow up on mortgage home leads

Gathered, analyzed, and completed the appropriate documentation in preparation for closing.

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SR. MUTUAL FUND/CORPORATE SECURITIES REPRESENTATIVE, Kansas City, MO Boston Financial Data Services, January 2000-August 2006

Processing various transactions for mutual fund clients including but not limited to disbursements, transfers, new accounts set up, and account maintenance.

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