Lead and manage a team of Customer Service Analysts, offering expert guidance, comprehensive training, and ongoing support. Fostered an environment that empowered analysts to excel in delivering exceptional customer support while efficiently identifying and preventing fraudulent activities.Serve as the primary point of contact for escalated customer issues, handling complex inquiries, concerns, and requests related to financial transactions, account activities, and general inquiries. Provided prompt and professional assistance through various communication channels, including email and chat.Monitor customer transactions and account activities to proactively identify and address potential issues. Spearheaded investigations into suspected fraudulent activities, ensuring timely resolution. Prioritized data accuracy and implemented measures to safeguard customer identities.Kept abreast of industry regulations and best practices to ensure compliance. Stayed informed about emerging trends and developments in fraud prevention to enhance organizational readiness.Collaborate closely with Legal, Compliance, and Operations teams to effectively report and address fraud-related issues. Provided regular reports to management on fraud trends, prevention efforts, and customer support metrics. Contributed to cross-functional initiatives to optimize overall organizational performance.

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Assisting in the development and growth of the credit customer experience support team.

Inspire, mentor, and develop a talented team of agents to deliver a world-class customer experience.Resolve issues through critical thinking and problem-solving, ensuring customer satisfaction.Identify and implement business process improvements to enhance customer and employee experiences.Maintain staffing coverage and meet SLAs for daily operational tasks.Collaborate with the QA team to uphold high-quality standards.Foster cross-functional collaboration across departments.

Mentored, coached, and developed a team of agents to deliver a world-class customer experience.Demonstrated critical thinking and problem-solving skills to resolve customer issues.Implemented business process improvements that enhanced the customer and employee experiences.Ensured proper staffing coverage and met SLAs for daily operational tasks.Maintained a close relationship with the QA team to uphold high-quality standards.Collaborated with cross-functional departments to achieve organizational goal

Managed and prioritized appraisal orders, optimizing workflow efficiency.Created and maintained reports to track appraisal assignments and order status.Communicated effectively with appraisers and AMC to manage vendor relationships.Assisted processors, underwriters, and loan officers with appraisal-related tasks.Managed FHA and VA transfers while maintaining accurate records.

Acted as the primary point of contact between Freedom Mortgage and clients, effectively managing a pipeline of loans through the origination process.Owned and resolved escalations with efficiency and professionalism.Cleared/update outstanding conditions per policy and ordered various third-party services.Provided exceptional customer service, offering status updates, clarifications, and accurate resolution of issues.Submitted loans for underwriting review or worked with clients to correct insufficient conditions.

Developed in-depth knowledge of Credit Karma's verticals, services, and products to provide excellent member support via multiple channels.Gathered feedback and communicated key issues, trends, and resolutions to stakeholders.Contributed to creating and maintaining Credit Karma's knowledge base and Help Center articles.Supported front-line Member Support agents with questions and escalations.Identified opportunities to improve member and team experiences through product research and collaboration.

Provided superior internal and external customer service by addressing inquiries, resolving complex problems, and researching loan issues.Coordinated loan documentation for MSR flow and bulk sales.Oversaw Cardinal's contracted sub-servicer and conducted regular reviews of loan activities.Generated, analyzed, and distributed applicable reports to monitor trends.

Performed marketing onboarding duties, such as creation of new hire welcome boxes for Consumer Direct, Wholesale, Retail and Sebonic divisions.Project Management: Populated projects and tasks in the company communication tool (Asana) with inbound Marketing Requests and communicate/assign to the team accordingly, making sure the assigned party completes each project or task by deadlines. Partnered with our Marketing Vendor to maintain swag and collateral inventory for each of corporate locations, to ensure they have all materials needed to upsell and complete deal closures.Partnered with the Wholesale division to organize and prepare for tradeshows, ensuring booths, swag and collateral is ordered and shipped to the correct location.Partnered with the Digital Marketing Manager to ensure all social media posts are executed and deployed on a timely manner. Partnered with the Director of Lead Buying to ensure monthly spend is reconciled by month end.

Communicated with borrower(s), loan originator, vendors, and processing support management as required to ensure all parties are aware of loan status and any outstanding requirements.Address, resolve and respond to any internal employees that need help with processing, completing or collecting documents, to insure they are supported and can complete every file.Work as a team with sales and processing teams to ensure the loans are being processed with attention to detail, accuracy, and within compliance of corporate policies.Address, resolve, and respond to any consumer concerns related to the processing and/or document collection of the loan or consumer experience as it relates to the processing support tasks and surrounding requirements while providing exceptional customer service.Order documentation required to complete verification of application information including credit report updates, appraisals, title reports, insurance, flood certifications, income, and asset verifications.