Property Management Customer Service

Nyacka Turner

Frisco, TX ***** 469-***-**** ************@*****.*** https://www.linkedin.com/in/nyackaturner Mortgage Broker

Driving homeownership success through streamlined mortgage processing and exceptional client support Foster successful homeownership outcomes by managing mortgage processes, fostering client relationships, and navigating complex financial scenarios to meet diverse market needs. Combine strategic planning with detailed execution, identifying opportunities, streamlining workflows, and maintaining compliance across multiple regions. Build trust through clear communication and proactive problem solving, creating seamless experiences that exceed client expectations. Adaptable and resourceful, excelling in collaborative environments focused on delivering high-impact solutions and operational excellence. Transaction Processing Underwriting, Loan Processing & Origination Client Relationship Management Regulatory Compliance Financial Analysis Decision Making Communication & Negotiation Workflow Optimization Sales & Business Development Property Management Cross-functional Collaboration Continuous Improvement Client Acquisition Professional Experience

HOME PARTNERS OF AMERICA (FORMERLY PATHLIGHT PROPERTY MANAGEMENT) Plano, TX Applications Associated 01/2024 – Present

Processed 50 resident applications weekly, applying credit guidelines across diverse markets. Leveraged credit guidelines tailored to diverse regional markets. Delivered 72-hour application turnaround times, achieving top approval rates. Resolved application issues. Communicated with clients via written and verbal channels to sustain satisfaction levels. Applied market-specific knowledge to maintain compliance with regional requirements. Managed concurrent projects, meeting deadlines and improving workflows.

Promoted within 6 months after exceeding performance metrics in rent collection and client interactions. Rent Collection Specialist 06/2023 – 01/2024

Processed payments, reconciled ledgers, and applied policies to maintain compliance. Managed financial conversations with residents to improve rent collection rates. Delivered service aligned with G.R.E.E.T. (Great Resident Experience Every Time). Collaborated with cross-functional teams to resolve resident issues.

Supported team success by streamlining collection processes and surpassing including rent collection rates by 10%.

Streamlined workflows, increasing processing efficiency by 15% and ensuring compliance with regional regulations

Delivered service aligned with G.R.E.E.T. (Great Resident Experience Every Time), model, enhancing client retention.

Collaborated with cross-functional teams to resolve tenant issues, reducing resolutions times by 20%. UNITED HEALTH GROUP Minnetonka, MN

Medicare Advocate4Me 08/2022 – 05/2023

Researched member accounts to resolve inquiries related to claims, benefits, and policies. Explained claim statuses, coverage details, and follow-up actions to members. Delivered claim resolutions promptly, maintaining timely and accurate information. Provided high-volume customer service to members, providers, and billing teams.

Resolved 95% of member inquiries related to claims, benefits, and policy details. PENFED CREDIT UNION Frisco, TX

Licensed Mortgage Officer 02/2021 – 05/2022

Originated 60+ monthly mortgage applications using Encompass and Salesforce. Managed inbound and outbound client interactions generating $7M-11M in monthly funding through outstanding customer service. Guided clients through the mortgage process to achieve financial milestones.

Exceeded department funding goals and client satisfaction benchmarks, earning recognition as a top performer.

“Ms. Nyacka Turner, thank you so much for the dedication and care you have shown in reaching out to the employer and ensuring that this was taken care of. The callback and follow-up were timely and amazing. I also appreciate the professionalism and excellent customer service. I am happy to have leased with Pathlight knowing from your actions that I will be taken care of.” Nyacka Turner

Pg. 2-469-***-**** ************@*****.***

Professional Experience (continued)

FEDERAL HOUSING ADMINISTRATION – HOUSING URBAN DEPARTMENT Albuquerque, NM Customer Service Specialist III 07/2019 – 01/2020

Addressed complex inquiries on mortgage loans, including reverse mortgages. Conducted data entry and research in FHA systems, maintaining 98% accuracy. Provided high-level support to prospective clients by managing intricate and specialized mortgage inquiries, delivering added value as a competitive advantage. MONARCH PROPERTIES, INC. Albuquerque, NM

Property Manager 05/2015 – 11/2018

Conducted unit inspections, supervised maintenance, and maintained 95% occupancy rates. Managed tenant files and property finances, including taxes, utilities, and rental updates. Resolved tenant disputes to improve satisfaction and retention rates. 5 employees supervised, maintained efficient workflows and upheld regulatory compliance. Marketed rental units effectively to meet occupancy and revenue targets.

Resolved tenant disputes, boosting satisfaction and retention Additional Experience

TRANSWORLD, INC. Lithonia, GA Commercial Sales Representative 11/2010 – 06/2015 NATIONAL REAL ESTATE Pittsburgh, PA Secured Lending Specialist 01/2010 – 10/2010 MERRILL LYNCH, INC. Pittsburgh, PA Evaluation Specialist 01/2009 – 12/2009 Education Licenses Certification

COMMUNITY COLLEGE OF ALLEGHENY Pittsburgh, PA

Associate, Business Administration

Greater Boarder Realtors Pittsburgh, PA Licensed Real Estate Agent Issued 6/1989 Inactive Department of Banking PA Pittsburgh, PA Licensed Mortgage Broker Issued 5/2006 Inactive Department of Banking TX PA, NM & TX Licensed Loan Officer Issued 12/2024 valid through 12/2025 Affinity Real Estate and Mortgage CA Mortgage Certificate of Completion Issued 11/2024 valid through 11/2025 Technology

Mortgage Software: Encompass, FHA Systems

CRM Tools: Salesforce, Zendesk

Productivity Tools: MS Office Suite (Word, Excel, Outlook), Google Workspace Communication Tools: Teams, Zoom, SharePoint

Other Skills: Data Entry, Loan Origination, Underwriting

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