Ericka W. Epperson Email & Phone Number

Celina, Texas, United States

Celina, Texas, United States

Dallas, Texas, United States

• Developed and maintained Standard Operating Procedures (SOPs) for the Compliance/Audit Department.• Conducted field office audits to measure adherence to business processes and delivered feedback outlining improvement opportunities. • Participated in the recruiting process for the Title Procurement Department, including screening, interviewing, and providing recommendations to department leaders and Human Resources.• Cross-trained 10 employees in the Business Process Development Department, including USAA call audits, Title Procurement Portal, Audit processes, and Quality Assurance. • Managed the Closed Lot Review Project, focusing on collaboration, communication, meeting facilitation, and escalation management to maintain Service Level Agreements (SLAs) for USAA.

Plano, Texas, United States

• Managed daily priorities by balancing new assignments with active inventory. • Achieved optimal recovery/disposal, leveraging available state-specific methods and processes.• Executed with speed and urgency to prepare vehicle for sale by obtaining all required paperwork, vehicle access, and keys.• Creatively solved challenges regarding incomplete information and communicated solutions to internal stakeholders.• Ensured compliance of state-specific and federal regulations and adhered to corporate compliance guidelines.

Plano, Texas, United States

• Answered inbound customer calls and provided timely and accurate service to policyholders and agents. • Utilized consulting skills by identifying and analyzing customer needs to ensure high customer satisfaction, growth, and business retention. • Counseled prospects and policyholders regarding coverages, limits, and regulations. • Developed quotes based upon acquired risk information. • Employed effective selling techniques to generate leads, conducted follow-ups, and then converted into actual sales.• Offered training as a WIP Mentor to new employees to ensure consistency in the type of services offered and documentation generated and maintained. • Supported company’s customer care standards by achieving individual goals on call quality, handle time, lead transfer ratio, adherence, first-call resolution, and reliability.

Plano, Texas, United States

• Reviewed and examined FHA, GSE, and Non-GSE loan documents to ensure compliance with Bank of America’s terms and regulatory requirements. Conducted extensive investigations to address emerging compliance concerns. • Provided constructive feedback to underwriter and senior management to improve quality control. Surpassed department metrics on audit reviews. • Utilized excellent organization skills to complete 24 reviews per day.

Plano, Texas, United States

• Provided positive feedback to associates to improve customer retention. • Audited and examined financial documents against lending guidelines in a virtual position, demonstrating strong organization skills within a changing environment with high volumes and stringent deadlines.• Scored 15 inbound and outbound calls per associate for each month and provided weekly updates to management, including training opportunities.

Plano, Texas, United States

• Developed and maintained relationships with mortgage customers to help them find viable solutions and to negotiate their loan payments in an effort to help them get back on track from potential default.• Utilized mortgage industry policies and procedures to facilitate discussions and negotiations.

Plano, Texas, United States

• Selected for special assignments to assist new employees and process payments using EPW. • Handled inbound and outbound collection efforts, meeting call-time goal of 10 minutes per call to complete and offer all options. Maintained a quality rating of 92-97%.

Master Of Arts, Education

Bachelor Of Arts - Ba, Human Resources