Operations & Customer Support Specialist with Financial Services Focus
Resume:
Michael L. Christie
**********@*****.***
Objective: Seeking to obtain a permanent position within your company, with the goal of obtaining a Management position. Find and secure a stable employer for future gain and retirement.
Work experience:
Golden 1 Credit Union 11/2019 - 6/26/2025 CLS 1
Post check for payoff of vehicle loans
Answer inbounds calls pertaining to DMV requirements for the vehicle loan. From both Members, Dealers and 3rd paries.
Provide payoff information for Members,Dealers and 3rd paarties.
Mailing out DMV forms to Members as needed.
CLS Tech 2 LSCC (loan servicing Call Center. accpeted postion 2/2024 Remote
Take in bounds calls to assit Memebers' with Home Equity Lines of Credit and research info also provide details with available insurnace plans for life and disability. Provide infor for MBI for vehicle loans. Prove payoff forvehivcle loans and details of the vehicle loan with all parties. Submit tickets for research and Insurance info. Also submit Member and 3rd paty complaints for escalation.
Areotech (Temp Agency (Golden 1 Credit Union) 11/2017 - 11/2019
Complete reqorginization of the CA paper title vault (7k titles)
Post checks for Holdiday skip-a pay.
Post check for payoff of vehicle loans.
Kelly Services (Temp agency) Ocwen Ins services 03/3017 - 10/2017
Take inbound calls from member's with question about thier Insuramce plans
Take inbound calls from Medical office for plan info and verification of coverage.
Provide excellent customer service with every call
Home Equity Solutions Inc.
Start date September 2015 to 02/09/2017
Communicates professionally and clearly to clients when explaining reverse mortgages
•Using leads developed by the Company, makes outbound calls on prospective clients and introduces them to Liberty, the reverse mortgage, and qualifies for next steps as defined by the Sales Territory work flow as appropriate and allowed, collect pertinent information from client and originates Reverse Mortgage.
•Performs and sends all paperwork as necessary and provides excellent customer service and follow up.
•Partners with internal operations to consistently produce clean files
•As appropriate, collects sufficient pertinent information from client to establish possible need, and qualifies lead into an opportunity for Inside Sales Adviser or Field Adviser sales follow up
•Presents reverse mortgages in accordance with all regulations and training and only takes calls in areas where licensed.
•Explain to clients over the phone on how to complete applications, ensuring all paperwork and signatures needed to process the reverse mortgage are collected timely and accurately
•Maintains timely and accurate records of all customer activity within SalesForce CRM
•Occasional morning/evening and weekend work required
•Maintain active communication with the processing team concerning client needs
•Attend all training, sales meetings, orientations as directed
•Increases public awareness of the reverse mortgage industry by reading publications and the Internet
•Able to maintain licensing requirements and only conducts business in states where licensed
•Maintains a high level of accountability for results and metrics
Bank of America, Rancho Cordova, CA
Start date 8/29/2012 – 12/24/2013
HSS ll
Home Service Specialist, process loans approved or declined by an Underwriter. The HSS II has credit signing authority within delegated limits. Responsible for clearing conditions and issuing changes to the terms on previously approved loans. Responsible for but not limited to verifying conditions of approval which may include, customer income/assets documentation, resolves routine title issues including, but not limited to the following: vesting issues, child support liens, judgment liens, mechanic liens and undisclosed liens and re-conveyance may processes subordinations; resolves appraisal disputes; depending on channel, may coordinate closing activities The HSS II is responsible for processing of loans approved by an Underwriter or an automated decisioning system. The HSS II resolves routine title issues including, but not limited to the following: vesting issues, child support liens, judgment liens, mechanic liens and undisclosed liens re conveyances; process subordinations and resolve appraisal disputes. Maintain a high level of customer service by being proactive in communication with customers, sales partners, including banking center associates, realtors, etc.
Start date 5/01/2012 – 08/27/2012 Ranstad Temporary Staffing, Phoenix, AZ
(Bank of America, Chandler, AZ)
Loan Modification Processor
Performed research for missing documents needed to complete the processing of the applicants request for loan modification. Adapt and understand the Fannie Mae, Freddie Mac foreclosure process due to ongoing changes in the lending industry. Work as a team with Underwriters and other processor associate to complete outlined goals. Work to complete the approval/decline process in a timely manner for the customer, bank regulators and auditors.
End date 02/2011JP Morgan Chase Bank Phoenix, AZ
Residential Loan Processor
Responsible for processing residential, refinance loans for current Chase customers. Evaluate verify documentation received for the customers loan request. Over the phone conversations with customers to provide superior customer service, update and answer any questions pertaining to their loan in process. Work directly with the Underwriters and Closer to complete the process of the loan. Work with online resources to verify all documentation that is provided by the client during the process. Work with Tile Co. and or title agent for the closing of the home loans.
Start date 03/2008 JP Morgan Chase Bank Phoenix, AZ
Subordination Loan Processor
Responsible for processing subordination requests for the retail business unit. Answer incoming servicing calls from customers, financial institutions and Chase employees requesting status or conditions on a subordination of a mortgage. Perform data input, doc prep for public recording. Review current and previous public recording records on the subject property.
07/2007 - 02/2008 Bank of America Tempe, AZ
Sr. Customer Service Specialist/Wealth Management
Handle complex or escalated calls from customers with deposit relationship of $500,000.00 or more. Providing seamless delivery of service by answering calls and responding to faxes and emails directed to the call center environment. Involved in the cross selling or up selling of Bank of America products. Required to solve problems and investigate/resolve a wide variety of issues and request that include gathering additional information, setting expectations and working with other support staff to fulfill the request. Work with Bank of America investment service for transfer of funds.
12/2004 - 06/2007 Wells Fargo Bank Dillon, MT
Bank Manager
Responsible for the administration and efficient daily operations, of a full service branch office. Including operations, lending, product sales, customer service and security and safety in accordance with the banks objectives and policy and procedures. Develop new deposit and loan business relationships. Responsible for guidance, coaching and staff motivation. Achieve individual and branch goals through active participation in sales management. Participate in community affairs to increase the bank's viability and to enhance new and existing banking opportunities.
Additional position held:
Mortgage Underwriter
Analyze employment profile, credit strength, property characteristics and all other information pertinent to the credit decision process on each mortgage application, as presented. Negotiate loan terms, Prioritize deals in work flow TM queue in order to maximize turnaround times. Produce and underwrite mortgage commencements. Select the required conditions on loans for the customer to provide to complete the loans approval process. Managing conditions of the loan prior to closing.
Credit Officer
Obtain necessary information to complete letters of credit and related financial transactions. Verify all documentation for accuracy and completeness. Single signature authority of $350,000.00 on home related products in the consumer lending division.
Loan Officer
Evaluate, authorize, or recommend approval of real estate, or credit loans. Work closely with the customer for current status of the loan or line of credit in process.
Processor Assistant
Desk coverage, title and appraisal follow up; prepare loan file for submission to the underwriter and closing. Assist in obtaining the required outstanding conditions of the loan request.
Education 1991-1993 Southwest Academy of Technology Mesa, AZ
Degree in Micro Computer Management
Understanding of general computer skills and office skills
General Accounting
Awards
Award of Excellence in 2002 (The highest honored award at Bank of America, only the top 1% of Bank employees worldwide can receive this) Numerous CLEA (Customer Excellence Leadership Award) for being recognized by the customer or fellow employee for outstanding service. Recognition for leader in cross sales through 2001-2004 with Bank of America. I have recognized in the BA Journal for outstanding customer service. I received the STAR award for the most home equity sales in a quarter with Wells Fargo 2 years in a row and ranked #1 in my district. Customer service awards as a loan processor with Chase four quarters in a row.
Lending Authorization
SAFE ACT NMLS# 967628: This is a National Mortgage Lending Service number required to be registered through the Federal Government for residential lending.
Issued 9/2012
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