Brittney Carniero Email & Phone Number

The Colony, Tx, Us

Dallas, Texas, United States

Dallas, Texas, United States

Dallas, Texas, United States

• Assist Team Manager and Senior Directors in the research and resolution of payoff escalations and provide excellent customer service when taking phone escalations.• Ensure thorough training for all functions and follow up after training to confirm understanding and adequate completion of the task. • SME in all payoff functions, knowledgeable in default postings functions.• Partner with Team Lead to review new hire performance, provide feedback and opinion if additional training is needed. Organize a training plan specific to the associate and execute while keeping team lead informed on progress. • Assist team lead in ensuring accurate access when onboarding new associates. • Ensure the team is in sync by sending out emails on process updates and reminders.• Collaborate with other departments to ensure smooth operation between departments.

Dallas, Texas

• Worked with Sr. Management and Black Knight to develop and test a new payoff request platform project from end to end. • Assisted in developing policy and procedures, as well as developing reports to ensure effective wire and check posting for payoff and payments.• Provided department manager with ways to improve gaps such as implementing quality control, correct effective date posting, and easier process to balance accounts. Also provided phone etiquette training to the department to increase customer satisfaction.• Ensured timely posting of wires and processing of quotes by delegating the incoming items by using Tableau and SharePoint. • Collaborated with Taylor Communications in ensuring a smooth transfer to their services and accurate document management. • Presented manager with process improvements to increase efficiencies, stay within FHA compliance, as well as cost saving ideas for the company.

Plano, Texas

• Improved customer satisfaction by completing urgent research escalation requests. • Strengthened the department by providing management with improvements to department gaps and inconsistencies.• Hand selected to work with IT and Black Knight to ensure a smooth transfer from AS400 to MSP• Worked with Sr. Management and Business Analysts to develop process to increase efficiency and overall quality of work being produced by the department.• Completed Payoff/After Payoff reporting, researched escalated payoff posting and payoff quote calculations, conducted rial research and collection process.• Provided support by preparing and presenting material for internal auditors by analyzing reports, procedure review, and process demo/flows. • Assisted in creating reports that helped manage department SLAs, assisted workflow, and reduced risk for the organization.• Responsible for driving the After Payoff department research for payoff reinstatement reasoning and quality control/assurance.

Plano, Texas

• Hand selected for National Future Leaders program in 2015.• Ability to work efficiently in a high call volume environment.• Exceptional new hire and BK/PMI/Special loans training to 40+ associates.• Exceeded performance call taking metrics every month while organizing and submitting the team’s research requests to back office.• Assisted management in month end reports as well as escalated issues.• Created training material to assist in coworkers’ call taking process.

Bachelor Of Business Administration (Bba), Business, Management, Marketing, And Related Support Services

Activities and Societies: Cum Laude

Associate Of Arts - Aa, Business Administration And Management, General

Activities and Societies: National Society of Collegiate Scholars

Kinesiology And Exercise Science

Education record