Customer Service Regulatory Compliance

Barbara Hanson

512-***-**** **********@*****.*** Conroe, TX 77304 LinkedIn

Customer Service Excellence Regulatory Interpretation & Compliance Process Optimization Analytical Problem Solving

Leads with expertise in regulatory compliance and operational efficiency, markedly improving process flows and decision-making across diverse environments. Drives customer satisfaction by responding to inbound customer service inquiries, complaints, and service requests in a timely manner. Fosters collaboration and knowledge sharing, effectively enhancing team capabilities and streamlining communication. Serves as the first point of contact while ensuring commitment to guideline adherence.

Service Delivery Excellence

Phone Support

Team Building & Training

Stakeholder Engagement

Customer Documentation Handling

Conflict Resolution

Customer Relationship Management

Mortgage Regulations Expertise

Microsoft Office

Professional Experience

Loss Mitigation Department Analyst, Celink 04/2021 – 06/2023

Led process optimization and compliance with regulatory standards, enhancing data integrity and operational efficiency. Developed and implemented advanced reporting mechanisms, fostering cross-departmental collaboration and knowledge sharing. Applied analytical expertise to interpret complex regulations, driving best practices and compliance improvements.

Elevated data flow efficiency by 85%, overcoming challenges in report generation time, through a strategic collaboration with IT and analytics, markedly improving decision-making efficiency.

Secured a 98% success rate in NBS case assignments by facilitating adherence to the Department of Housing and Urban Development (HUD) regulations and advocating for policy clarifications, effectively navigating complex regulatory environments.

Reduced escalation instances by 75% through adept coordination of critical escalations among interdepartmental teams, clients, and the legal counsel; created clear communication and documentation practices to improve understanding of HUD regulations.

Drove operational excellence and enhanced NBS servicing as the departmental SME by creating and sharing in-depth training materials and guides that educated internal and external stakeholders on HUD's NBS process.

Elevated operational compliance to 90% by adeptly interpreting and implementing state and federal regulations, resulting in significant updates to departmental SOPs that ensured alignment with current regulatory standards.

Ensured an 80% decrease in data discrepancies through the implementation of a comprehensive data auditing and validation system; enhanced the HUD database's accuracy and streamlined loan servicing processes by working with data entry teams.

Loss Mitigation Department Supervisor, Celink 05/2017 – 04/2021

Oversaw the strategic development and operational management of the Non-Borrowing Spouse (NBS) Administration, differentiating it from traditional HECM loan processing activities. Pioneered regulatory compliance initiatives, securing adherence to HUD standards and enhancing overall departmental performance. Facilitated cross-functional collaboration, leading to the creation of streamlined processes and effective communication strategies that significantly improved stakeholder engagement.

Boosted Department efficiency and compliance by 85%, ensuring 100% HUD regulation adherence, through strategic updates and collaboration with the Compliance Officer.

Achieved and sustained high approval rates for the Mortgagee Optional Election (MOE) Assignments with HUD, navigating a 6x increase in loan volume through strategic process adaptation and submission oversight.

Drove an 85% increase in case resolution success within the Non-Borrowing Spouses program through targeted Doc Chase letters, markedly improving engagement and submission rates

Achieved a 98% SLA rate within 5 days for complaint resolution within the NBS department by employing direct intervention strategies to address and resolve issues raised by NBS, their attorneys, or HUD, ensuring expedient and satisfactory resolutions.

Reduced customer escalations and boosted efficiency by creating job aids and documents that simplified complex processes and improved interdepartmental communication.

HECM Loss Mitigation Due and Payable Specialist, Celink 05/2015 – 05/2017

Cashier, HEB 04/2014 – 05/2015

Streamlined customer transactions with precision, promoting an efficient checkout process. Skillfully handled diverse payment methods, maintaining accuracy in financial exchanges. Provided superior customer service; proactively engaged with customers to meet their needs and resolve any concerns, fostering a welcoming and positive store environment.

~ Paused professional career to focus on family care and support following the loss of spouse. ~ 02/2009 – 04/2014

Patient Access Representative (Levels I, II, III) & Supervisor, Brackenridge Hospital 02/2005 – 01/2009

Engaged directly with patients and visitors, providing essential guidance and resolving inquiries to ensure a positive hospital experience. Collected, entered, and verified critical demographic, clinical, and financial information, enhancing the efficiency of patient admissions and billing processes. Explained and obtained necessary consent for medical procedures, ensuring compliance with healthcare regulations. Facilitated financial arrangements and eligibility screenings, contributing to the hospital's commitment to accessible healthcare services.

Broadband Technical Support Representative, Time Warner Cable 02/2001 – 11/2004

Provided comprehensive customer support, specializing in resolving complex account and billing inquiries, to ensure customer satisfaction and loyalty. Expertly navigated technical challenges related to high-speed data services, offering tailored solutions that enhanced user experiences and connectivity.

Customer Technical Support Services, Dell Computer 05/1993 – 12/2000

Advanced from Level I to III in technical support, enhancing team skills through call monitoring and data analysis. Trained and supervised junior technicians, ensuring high customer satisfaction. Collaborated with development teams to minimize product issues, streamlining launches. Spearheaded efforts to simplify technical guides, boosting support efficiency and service quality.

Education

Completed 60 Semester Hours in Computer and Information Sciences and Support Services, Austin Community College

Barbara Hanson Resume Page 02 512-***-**** **********@*****.*** LinkedIn

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