Victoria G. Email & Phone Number

United States

Acts as a guide, offering financial education and access to a variety of services designed to help clients protect their income, reduce debt, and grow wealth over time. Our mission is to empower middle-income families to achieve financial independence.

Communicate with borrowers to answer any inquiries regarding Mortgage/CRE accountsResearch customer complaints or concerns and correct or adjust records, as neededEnters conversation or any action taken on account into Servicing comments on computerMaintaining customer insurance information for Property, Liability, Flood, PMI, etc.Reviewing non escrow accounts for payment of taxes and insurance by mortgagorAssists with annual escrow analysis and year end statementsCoordinates and processes payoff requests for various title companies or customersExamines documents such as deeds, assignments, and mortgages, to verify that all documents are correct prior to discharging the mortgage lienContributed to informing borrowers of all self-help services offeredPerforms other duties as may be assigned.Developed and maintained relationships with customers, lenders and other third parties.Proved successful working within tight deadlines and a fast-paced environment.

Processed Inbound and outbound calls to assist customers with changes to accounts or profiles, to obtain more information to assist in research, as well as assist with any questions or concerns they may haveExplained products and benefitsClared customer issues and determined root cause of problems to resolve product or service complaints.Offered advice and assistance to customers, paying attention to special needs or wants.Updated account information to maintain customer records.Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.Handled emails, inbound calls, and outbound callsAssisted customers with a warm and professional attitudeHelped large volume of customers every day with positive attitude and focus on customer satisfaction.Actively listened to customers, handled concerns quickly and escalated significant issues to supervisor.Documented and detailed calls and complaints using call center's CRM database.Addressed customer account discrepancies and concerns.Escalated complicated customer account issues to supervisors and help desk workers.Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.Delivered prompt service to prioritize customer needs.Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.Promoted available products and services to customers during service, account management, and order calls.