Customer Service Support

Lakendra Mobley

Rock Hill, SC *****

*******************@***********.***

+1-839-***-****

Professional Summary

· 10+ years of experience in the Banking/Mortgage Industry.

· Experienced in answered incoming calls/emails for realtors, brokers, and financial planners.

· Experienced in handling employee calls, Inbound/outbound calls, and contacts including account inquiries, complaints, and service support calls.

· Experienced in maintaining quality of Syndicated Loans portfolio according to established policies and guidelines.

· Proficient in CRM, Encompass, Client Management, Loan IQ, AFS, Smartsheet, MS Word, Excel, and Outlook.

· Excellent Communication and Interpersonal skill

Authorized to work in the US for any employer

Work Experience

Customer Service Representative

Duke Energy-south carolina

February 2025 to Present

• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction

• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution

• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information

• Built rapport with customers through active listening, empathy, and personalized interactions

• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions

• Maintained detailed records of all customer interactions in CRM system for future reference and analysis

• Up sold additional products or services to customers based on their needs and preferences

• Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently

• Contributed to team success by achieving individual targets while also supporting colleagues during peak periods

• Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained Administrative Receptionist

LPL Financial-Fort Mill, SC

August 2023 to December 2023

· Provide Administrative Support to Advisors

· Resolving Notifications, Opening Accounts

· Moving Money, Transferring Accounts/Wires

· Customer Service, Collaborating Directly with Clients

· Reappointment Follow Calls, Documentation/Analyze Research Loan Processer

TD Bank –Remote

July 2022 to February 2023

· Process FHA, VA, Syndicated and Commercial Loan

· Perform initial appraisal of potential borrowers by thoroughly examining their applications.

· Process tasks related to end-to-end commercial credit process.

· Performed DTC (CTAS) factor/dividend payment adjustments and reconciled posted amounts to ADP.

· Executed corrections of stock borrow, repo, fail, re-org, box straddle, margin, and maturity position breaks.

· Assess the credit standings of applicants through background research.

· Interview applicants to evaluate their eligibility for loan or mortgage.

· Conclude on all applicable financial and non-financial criteria and develop loan repayment plans.

· Follow up with clients to clarify important points.

· Finalize loan contracts and keep clients informed in rules and obligations.

· LOAN and LOAN Return transactions are like borrow and borrow return transactions. ACH wire transfer communication was part of SMAC settlement.

Application Coordinator/ Processor

Keller Mortgage-Fort Mill, SC

April 2020 to May 2022

· Verified and validated initial information at the inception of the loan.

· Reviewed the mortgage loan applications well as gathered required verifying documentation on the applicant and the real estate property for loan originator.

· Process of systematically applying statistical and/or logical techniques to describe and illustrate, condense, and recap, and evaluate data.

· Managed core responsibilities including processing, responding to customers or other third-party inquiries, researching, and analyzing requests in accordance with established guidelines to determine appropriate courses of action.

· Expense Reports/Payment Transactions.

· Restructured files, documentation and working as a team member.

· Checked for accuracy after loan originator completes disclosure package.

· Collected statistical data and prepared monthly reports.

· Maintained ledgers on individual accounts.

· Troubleshot issues related to credit reports, survey, and appraisals.

· Submitted mortgage loan application files for underwriting approval.

· Typed and mailed approval and denial letters to applicants.

· Sent out final loan documents, compared fees and ordered the funds.

· Submitted approved mortgage loan file to mortgage loan closer.

· Involved firsthand in the establishment of a new Regional Wire Transfer Operations hub (including Talent acquisition, creating Standard Operating Procedures, on-site Training).

Customer Service Advocate I

Shutterfly-Fort Mill, SC

February 2017 to May 2017

· Handle Employee Calls, Inbound/Outbound Calls, and contacts including Account Inquiries, Complaints, and Or Service Support Calls.

· Analyzing credit documents, including, but not limited to, loan applications, credit history and all applicable compliance documents. Stored, and analyze information for the third party closer, skip tracing, attempt to collect a debt.

· Link between a business and its customers. According to the U.S. Bureau of Labor Statistics (BLS) and (FDCPA), the need for customer service representative, 10 Key Calculator, Data Entry, and Clerical Duties.

· Identifies portfolio risks resulting from client's underlying business practices, underwriting, and/or fraud exposure.

· Determining conditions and communicating requirements and/or decisions. Adhere to all client/ lender policies and procedures, in addition to Federal, State, and/or municipal laws and regulations for delinquent accounts.

Loan Closer

Accenture Credit Services-Charlotte, NC

July 2013 to January 2017

· Trid Guidelines, Reviewed and approved title on the front end, followed up with Title Company for correct title.

· Sent out preliminary loan documents, followed up for and received HUD and approved or asked for changes.

· Sent out final loan documents, compared fees and ordered the funds.

· Completed with accuracy in a limited amount of time.

· Performed data entry and researched in various systems and tracking tools.

· Applied knowledge of processes and related systems to assist in identifying, assessing, and resolving issues/problems.

· Assessed and resolved non-standard and standard issues or problems. Seek advice and escalated issues when faced with tasks/problems outside the scope of the work.

· Utilized JTA and all approved training aids to complete job function.

· Ensured that client/company SLAs were met on each file.

· Followed attendance policies (assigned schedules and use of UPAR tool).

· Minimized defects/errors, you were expected to draw docs and fund 144 loans.

· Assisted in maintaining a teamwork environment.

· Provided excellent customer service.

· Completed all required training/learning as scheduled.

· Verify accounts payable data and prepare tax reconciliations to general ledger. Education

Associate's degree in Finance

York Technical College-Rock Hill, SC

August 2024 to Present

York Comprehensive High School

June 2005

Skills

• Customer Service

• Banking

• 10 Key Data Entry

• Calling

• Real Estate

• Credit Analysis

• FHA

• Commercial Lending Operations

• Inbound and Outbound calls

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