Customer Support Specialist in Finance & Insurance

SHERRI BEACH

303-***-**** *********@*****.***

Elizabeth, CO 80107

CUSTOMER SUPPORT SPECIALIST

Goal oriented, results driven professional with a strong background in mortgage banking and finance, insurance, including Medicare, life and health, expert interpersonal skills, and a proven track record of building genuine rapport to ensure exceptional levels of customer service and customer satisfaction. Adept at working in fast paced environments, employing strong organizational skills with attention to detail and handling highly confidential personal and financial information in a sensitive manner. Pro-active, inquisitive, visionary critical thinker known as a sharp trouble-shooter with a reputation for dependability and professionalism. Dedicated to maintaining a reputation built on quality, service, and uncompromising ethics.

AREAS OF EXPERTISE

Customer Service/ Support Insurance and Lending Underwriting Guidelines Mortgage Banking Loans Accounting Regulatory Compliance Auditing Credit Risk Analysis Strategic Planning Business Development Credit and Cash Flow Analysis Data Analysis Contract Negotiations Communication Cross Functional Collaboration Business Alliances Partnerships Relationship Management Engagement Team Building Training Coaching Leadership EXPERIENCE

Healthpilot Technologies, Nashville, TN September 2023 – December 2025 Licensed Medicare Agent Quality Assurance Enrollment Reconciliation Customer Success Help people with selecting and applying for Medicare Advantage, Medicare Supplement Insurance, and Prescription Drug plans all online. Using AI technology analyzes the personal details a consumer provides, like their doctors, medications, desired benefits, and health goals to find and recommend Medicare plans, providing a true estimated cost analysis. In doing so, helped the consumer fully appreciate the total estimated cost associated with a Medicare plan and potential savings.

Assisted individuals in choosing and applying for Medicare Advantage, Medicare Supplement Insurance, and Prescription Drug plans through online platforms.

Accomplishes quality assurance objectives by monitoring, reviewing, and enforcing policies and procedures.

Trained new agents phone system, platform, company policies and Medicare compliance.

Provided customer service, including directing customers to online portal to review products (i.e., phone calls inbound and live transfers, emails, and live chats)

Worked closely with management to deliver the best of customer service to every customer Intuit Turbo Tax and Quickbooks Online, Elizabeth, CO Feb 2024 – May 2025 Customer Service WFH Expert

Manage phone communications efficiently, answering calls, addressing customer concerns and directing calls to the appropriate departments as needed.

Provide exceptional customer service, ensuring all customer inquiries and issues are resolved promptly and professionally.

Handel billing inquiries and processes, including invoicing, payment processing and account reconciliations.

Collaborate with other team members using Teams, Slack and Trello to manage tasks, projects and workflows.

Strong customer service skills and ability to interact with customers through video in a professional manner.

Build relationships with customers by helping them get the most out of QuickBooks and Turbo Tax.

Help the customers set up their books, manage them monthly and provide valuable insights through reporting

Cultivated partnerships with individuals, such as customers, team members, business partners, and other stakeholders.

Surpassed department expectations for attendance, productivity, and quality, ensuring a high level of customer service. Guild Mortgage Company, Greenwood Village, CO July 2015 - July 2022 Senior Underwriter: FHA, Conventional, Bonds, High Balance Established and fostered key relationships with internal and external clients in the execution of residential mortgage loans. Executed appraisal analysis, credit review, title examination, and income/asset documentation to ensure compliance with investors’ program and approval guidelines.

Provided meticulous attention to detail in underwriting FHA, Fannie Mae and Freddie Mac loans, evaluating the financial strength of borrowers to determine risk and repayment capacity.

Leveraged knowledge of loan products to help restructure turned-down loans for subsequent approvals.

Maximized current underwriting knowledge and designations, including FHA Direct Endorsement, FNMA and FHLMC to maintain one of the highest underwriting pipelines consisting of FHA, Multiple state bonds, FNMA and FHLMC purchase and refinance transactions.

Propelled quality control, maintaining a large pipeline, safeguarding production standards by company definition, and ensuring compliance with lending, underwriting, and government requirements. Wells Fargo Home Mortgage, Greenwood Village, CO March 2008 - July 2015 Senior Underwriter Senior Processor IV Manger

Aligned as Underwriter and reviewed the loan application package for completeness and accuracy, validated income to support automated underwriting and DU decisions, and verified assets required to close, assessing credit report for verification of liabilities.

Ordered all required verifications and conducted follow-up with customers and internal contacts.

Optimized advanced knowledge and skills in processing government, conventional, non-conventional, Bonds and Rural Development loans to identify potentially fraudulent information.

Built and maintained customer service and interpersonal skills with clients, loan officers, underwriters, closers, managers and co-workers.

Trained and managed new employees on the computer system and the workflow of underwriting, processing and closing.

Maintained a high volume pipeline in an organized environment to effectively achieve volume goals as well as time sensitive tasks to meet the customers closings.

Produced daily reports for lock expirations, RESPA, GFE, pipeline management, and 4506T audits.

Researched and problem solved to ensure compliance with customer loyalty, quality, and timeliness standards.

Oversee and process loans prepping for selling these loans to Freddie Mac.

Review, decision and approval of all Freddie Mac loans

Multifamily experience with loan production, underwriting, and sale of these loans to Freddie Mac in accordance with appropriate secondary market guidelines.

National City Mortgage, Greenwood Village, CO July 2005 - February 2008 Manager Secondary Marketing Processor IV

Managed underwriters, processing, and closing teams in Bonds, government, and conventional Loans. Developed and maintained relationships with branch offices, departments, brokers, account reps, and internal staff.

Reviewed the lock application package for completeness and accuracy. Identified potentially fraudulent information, and locked loans, extended, re-locked, renegotiated and translated pricing knowledge to loan officers and brokers.

Set rate sheet margins, subsidy values, tracked market and company pricing movements and special investor locks and pricing. Created and designed rate sheets, marketing fliers, and product fliers.

Analyzed reports for profit, Presidential and Branch, pipelines, expired locks, construction loans, product summaries and cash audit reports.

Created training manual and procedures for internal staff, communicated and trained brokers and internal staff on products, pricing, and procedures.

Defined and developed incentives, ideas, and goals for office, brokers, account reps, and internal staff.

Updated branch website information related to fliers, pricing, products, and procedures.

Perform and review sophisticated tasks pursuant to loan documents in the determination of amounts due for loan payoffs, assumptions, refinances, and numerous other real estate transactions. ADDITIONAL RELEVANT EXPERIENCE

Washington Mutual Bank, Greenwood Village, CO

Team Manager Junior Underwriter Senior Processor IV Closer Land Title Guaranty Company, Denver, CO

Junior Underwriter Senior Processor IV Closer

REMAX, Greenwood Village, CO

Real Estate Accountant Real Estate Agent

EDUCATION

Bachelor of Science (BS), Accounting Finance Economics Business Administration Regis University, Denver, CO

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