Process files from opening through the closing of each loan. Take ownership of loan files once received from the mortgage loan officer and serve as primary contact for all parties involved in the process of the mortgage loan. Guide borrowers and evaluate their repayment capability. Provide excellent customer service to customers and ensure all documents are accurate and loans are being processed properly. Train and mentor fellow team members.Progressed to the role of Advanced Customer Service Representative within 2 months due to outstanding performance and a strong work ethic; administered a huge volume of internal and external calls for loan processing.Complete loan files by obtaining and accurately recording all necessary information, as well as timely address and resolve customers’ concerns while maintaining maximum levels of customer satisfaction.Possess strong working knowledge of lending services/practices and existing underwriting guidelines and maintain data integrity while conducting the examination of all received and prepared documents.

Tracked employee performance, coached/consulted with teams, facilitated career development/succession planning, and initiated disciplinary action when required; timely reported to senior management. Led key business initiatives in collaboration with the COE groups. Communicated HR-related policies and procedures to employees and guided them regarding any policy change. Monitored existing operations, identified areas of improvement, and recommended action plans accordingly. Make outbound and take inbound calls in a professional manner while keeping and improving customer relations Executed day-to-day strategies and actively contribute to center performance objectives Pro-actively supported goals and objectives that positively impact GM Financial's strategic alignment to create a customer for life Ensured actions are in compliance with company policies and laws Initiated contact with customers, authorized third parties, and vendors to resolve accounts Maximized productive time by utilizing effective time management skills Accurately and efficiently document collections and servicing activity in the appropriate system of record Utilized collection tools appropriately Performed other duties as assigned Conformed with all company policies and procedures

Administered end-to-end operations of the department responsible for collection and filing/scanning medical records of all reports received prior/postdate of surgery, patient data, and other relevant information. Planned, developed, maintained, and operated a variety of health record indexes and retrieval systems to collect, classify, store, and analyze information. Maintained HIPAA compliance and processed electronic health records.Advanced to a supervisor role from clerk due to strong managerial and leadership skills within a year; managed a team of 6 within the department of 2 hospitals.Guided physicians regarding new processes and procedures, administered information, organized audit charts, and maintained data confidentiality; maintained patient records and provided extensive administrative support.Restructured the department entirely and instituted new processes including release of information process while eliminating all outdated procedures; led onboarding procedures and hired competent professionals.Ensured compliance with both Joint Commission and hospital guidelines by facilitating internal audits and evaluating findings; monitored workflow within the department and assigned day-to-day tasks to employees.Administered hospital legal team requests and other requests concerning record processing and retrieval from customers including law firms, patients, and insurance companies; maintained strong working relationships with customers.

Analyzed medical records requests from multiple sources to determine types of records to release. Assessed workflow and oversaw medical records from multiple hospital sites. Processed all information and data accurately, created schedules, performed audits, and managed PTO requests. Filed and stored records as well as handled the process of releasing patient medical records.Maintained HIPAA compliance while managing authorizations and facilitated a culture of continuous improvement. Provided strategic guidance and oversight to employees in managing medical records and assisted in adjusting staff as per service level agreements; monitored and measured productivity levels within the team and reported to management timely.

Served customers by selling products and meeting customer needs. Serviced existing accounts, obtained orders, and processed payments. Submitted orders by referring to price lists and product literature. Kept management informed by submitting activity and results reports, such as daily call reports and weekly work plans. Monitored competition by gathering current marketplace information on pricing, products, new products, delivery schedules, and merchandising techniques. Recommended changes in products, services, and policies by evaluating results and competitive developments. Resolved customer complaints by investigating problems, developing solutions, preparing reports, and making recommendations to management.