Customer Service Manager

Sonia R. Collier

**** ******* *****

College Park, Ga 30349

Cell: 404-***-****

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

Career Snapshot:

Over 20 years of solid experience between three diverse Industries; Banking/Finance Customer Service and Non-Profit MR/DD Agencies (In office and telecommute)

Generated new business through Marketing/Advertising

Expert in customer care/communications, problem solving and damage control.

Proficient in data analysis

Demonstrated ability to multitask while maintaining focus and meeting target agenda

Excels in fast paced, high energy environment

Executes diplomacy and professionalism in all situations

Deadline driven

Self-Motivated

Certifications:

Certified Calyx Point Mortgage Software

Banking & Finance Compliance

FHA/Fannie Mae/Freddie Mac

Champion Accounting Software

Notary Public

Computer Skills:

Word, Excel, PowerPoint, Data Entry, (12-13kps) Typing 60+ wpm

Education:

Clara Barton H.S.

1976\GED Diploma Received

Taylor Business Institute

1986-1987

Business Administration/Accounting

Capstone Mortgage Institute

2002-2004

• Mortgage Processing

• Rules and Regulations of the Mortgage Industry

• FHA Guidelines

• FNMA Guidelines

• Predatory Lending practices

Administrative Professional

Offering Versatile office and managerial skills from experience in the fields of:

Mortgage Professional Office Manager Administrative Assistant & Fiscal Director

Key Skills

Telecommuter

Professional Reports/Document Preparer

Loan Processor

Strong Interpersonal, writing and verbal skills

Property Management

Customer Service Marketing/Advertising

Problem Solving/Damage Control

Telemarketing/Sales

General Office concepts

Critical Thinking

Intake and Review

Professional Experience

ASCENT HOME LOANS

Englewood, CO

ARCHSTONE FIN. SRVS

Douglasville, GA Mortgage Professional

2007-2009

Sr. Loan Officer/Processor

2005-2007

ADVANTAGE HOME LOANS

Conyers, Ga Office Manager/Mortgage Professional/ Loan Processor

1999-2004

INTERAGENCY COUNCIL Director of Fiscal Services

OF MR/DD AGYS, INC.

New York, NY 1988-1998

Performance of Duties:

Mortgage Loan Processor:

• Assisted Loan Officers in all aspects of the Mortgage Loan Process from pre-approval to closing;

• Contacted clients to request any pertinent information/documents relevant to accurate completion of Standard Residential Loan Application (1003) as well as preliminary documents required for pre-approval with lender sources.

• Analyzed clients financial portfolio’s to determine credit worthiness, and appropriate lender products accordingly.

• Filled the approving banks’ lending conditions by liaising with officers of external agencies: Ordered titles via Abstract Title Co.’s; ordered appraisals from select Appraiser’s; corresponded with employers to verify client employment history; ordered mortgage loan payoffs from lenders, ordered title binders to secure property insurance and procured all other documents as required by lender stipulations list.

• Liaised between clients, title closers, attorneys, insurance agents and loan officers to set up/schedule closings.

• Maintained a detailed pipeline to chronicle all phases of loan.

Office Manager/Sr. Loan Officer:

• Interviewed, employed and trained loan officers, receptionists and loan processors.

• Terminated any employee/organization affiliate who failed to comply with Brokerage Policy & Procedures; State Banking Department Rules & Regulations.

• Implemented incentives to bolster team morale while improving overall production and successfully meet monthly quotas.

• Assisted in Marketing/Advertising campaigns in efforts to generate client base for loan officers.

• Established credit workshops to improve credit worthiness of potential First Time Homebuyers.

• Performed general office duties

• Property Management

• Procured overnight courier services & established new lender accounts.

• Reviewed client files to ensure compliance with Bank Dept. rules and regulations as well as Fannie Mae guidelines while enforcing a zero-tolerance atmosphere toward predatory lending practices.

• Responsible for weekly payroll, monthly accounts payable

Director of Fiscal Services:

• Met with Accountant to prepare for fiscal year end Audit and closing

• Responsible for all aspects of A/R, A/P, G/L, JE, TB, biweekly payroll, biweekly deposits of payroll taxes, and 941 preparation

• Prepared/Amended yearly budgets for board approval

• Prepared quarterly vouchers for billing to government agencies to request payment on grants

• Responsible for making sure that all departments were within budget guidelines

• Contacted member agencies to secure payment arrangements for membership dues – 100% receivable’s yearly

• Assisted with the production of training materials for employees of member agencies

• Prepared and scheduled trainings/workshop for employees of member agencies

• Prepared monthly newsletter

• Prepared monthly financial reports for Board of Directors

• Prepared yearly dues invoices

• Assisted with new staff hiring and training

• Scheduled meetings, conference calls

• Annual update of membership directory

References will be provided upon request

Contact this candidate