Mortgage Servicing Client Experience Analyst
CurrentOriginally hired as a client-services associate and progressively earned more responsibilities to ensure quality client service is consistently provided. Took ownership in identifying issues and proactively collaborated with other departments and teams to implement the necessary resolutions. Earned additional leadership responsibilities to guide and direct colleagues on effectively resolving any escalated product or service issue in a timely manner, encouraging new ideas to be brought forth to facilitate continuous improvement in customer service. Key Achievements & Contributions:* Assisted in facilitating bi-monthly client-experience meetings with all lines of business throughout the mortgage servicing division. * Instrumental in saving more than 500 clients from double-dispersed payment of insurance premiums. * Maximized client feedback from multiple channels to determine opportunities for streamlining processes and provide more customer-friendly procedures. * Contributed to improving user-experience on EverBank’s website by participating in the testing process and providing recommendations for improvement. * Researched and responded to clients’ complaints addressed to company executives or submitted to regulatory agencies, including, but not limited to, the Consumer Financial Protection Bureau, Office of the Comptroller of the Currency, and the Better Business Bureau* Improved staff performance by coaching the client-service associates on client-management practices—such as support on escalated calls.Other roles performed at EverBank include:Priority & Special Services CoordinatorEnterprise Client Response CoordinatorClient-Services LeadClient-Services Associate
