Customer Service & Underwriting Specialist

TM

Tonya Mason

Summary

Professional with strong background in customer interactions and service

solutions. Highly skilled in conflict resolution, communication, and problem-solving. Effective team collaborator, known for reliability and proactive approach to meeting customer and organizational goals. Experience

AD Mortgage - Broker Support Specialist

Fort Lauderdale, FL - Remote

04/2025 - 05/2025

Flagstar Bank - Customer Support Specialist

Troy MI - Remote

06/2016 - 04/2025

Flagstar Bank - Delegated Underwriting Assistant

Troy, MI

08/2002 - 06/2016

Assist account executive and loan officers with resolving inquiries and complaints

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● Product setups and usage of guidelines.

Resolved customer inquiries and issues efficiently through active listening and effective communication.

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Documented customer interactions accurately in CRM system for streamlined follow-up processes.

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● Conducted client follow-ups to ensure resolution of technical issues. Utilized CRM systems to track customer interactions, ensuring accurate documentation and follow-up.

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Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.

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Trained new staff on best practices and company policies ensure consistent service standards

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Assessed borrower income, assets, and credit to ensure adherence to FHA and HUD underwriting standards.

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Refined underwriting procedures to facilitate quicker loan approvals through efficient condition clearance.

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Evaluated loan files to ensure adherence to federal and bank-specific underwriting standards.

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Maintained current understanding of FHA underwriting practices to support process improvement initiatives.

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

313-***-****

Grosse Pointe, MI 48236

Skills

● Strong verbal communication

● Adaptability to change

● Effective problem resolution

● Employee trainer

● Microsoft Office Suite

● Teams

● Outlook

● Excel

Education

Western International High School -

Diploma

Marygrove College- Medical Billing

Certificate

Volunteer Experience

Gleaners Community Food Bank/ WSU

9/11 Day Meal Packing, Detroit, MI.

Helped pack thousands of meals for local

food-insecure families and individuals.

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