Support Representative Loan Documentation

Sharon Mays

********@*****.*** 623-***-**** Phoenix, AZ

SUMMARY

Seasoned finance professional with 14 years of experience, specializing in credit assessment and loan documentation. Excelled in roles requiring meticulous attention to detail and robust stakeholder communication, including a Senior Escalations Specialist. Seeking to leverage expertise in financial analysis and customer satisfaction as a Fraud Support Representative.

WORK EXPERIENCE

Wells Fargo Credit Card Chandler, AZ

Senior Escalations Specialist Sep 2018 - Aug 2024

• Assessed creditworthiness by reviewing financial documents and credit bureau data to resolve customer credit concerns with accuracy and efficiency.

• Facilitated clear and professional communication with various stakeholders including legal partners and third-party vendors to address and resolve escalated issues.

• Conducted secondary reviews of peer case work, delivering constructive feedback and coaching, while also leading training sessions for new hires, enhancing team proficiency and service quality.

• Managed rigorous follow-up procedures with customers, ensuring high levels of satisfaction through consistent updates and meticulous attention to detail in documentation and recommendations.

• Engaged with multiple business lines and senior management, contributing to system testing initiatives and providing insightful feedback for the advancement of internal processes and tools. Wells Fargo Bank Phoenix, AZ

SBA Loan Documentation Specialist Jun 2017 - Sep 2018

• Processed SBA loan documentation for moderately complex loans, ensuring adherence to policies and procedures while obtaining necessary financial documents.

• Analyzed loan applications, business financials, and legal documents, ensuring completeness and compliance, and performed follow-ups for verification.

• Maintained strong professional relationships with internal and external stakeholders, facilitating effective communication to expedite the loan closing process. Home Equity Loan Adjustor 1/Home Equity Loan Doc Specialist/Collector 3 Nov 2009 - Jun 2017

• Reviewed credit applications, evaluated collateral, and analyzed financial statements to formulate credit recommendations for management approval.

• Negotiated loan renewals, down payments, and monthly payment terms, ensuring accurate and complete borrower credit profiles.

• Assisted in a pilot program by reviewing and researching non-performing equity asset portfolios, providing final recommendations to upper management.

• Demonstrated effective communication and presentation skills in interactions with management and leadership teams.

SKILLS

Customer Service • Call Center Experience • Microsoft Office • Communication Skills • Investigative Techniques • Problem Resolution • Team Leadership • Training and Development • Customer Support • Collaboration • Problem Solving