Resolved and reviewed Cardholder accounts, assisted with establishing creditworthiness of new and established customers, exemplified daily goal metrics for personal and team goals. Assistant lead with case management review team.

Review Loan processes and servicing measures.

Assistant for Learning and Development Team- OJT Coach. Assist new associates and up skilled associates in their new role in the Home Loans Dept. Instruct coursework and guide in the day to day of best practices and call management. Review call metrics and expectancies. Provide back up and follow up in the new role as needed to ensure success.

• Responsible for loan boarding, maintaining loan database, and updating system of record for loan modifications and assumptions• Resolved questions pertaining to all areas of loan servicing including payments, reserve accounts, taxes, insurance and analyze customer issues and recommending solutions.• Knowledgeable about prepayments, payoffs, adjustable rate loans, credit reporting, and lien perfection• Conducted periodic audit of files and compiled data for management reports• Processed escrow disbursements analyzed and maintained proper escrow levels, and assisted with compiling data for audit requests

• Defused customer concerns with exceptional conflict and problem resolution skills. • Achieved 95% satisfaction rating through consistent, proactive resolutions of customer issues on first call. • Exceeded 100% quality goal by carefully applying scripts and personal knowledge to address and correct problems.• Maintained accurate and current customer account data with manual forms processing and digital information updates. Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions. Responded to customer needs through competent customer service and prompt problem-solving.• Maintained superior quality by reducing downtime to maximize customer support and meet revenue goals. • Used consultative sales approach to understand customer needs and recommend relevant offerings

Assisted Loan officers, Wealth Management Bankers, and Financial Advisors with initiating loan applications. Leveraged extensive communication skills in gathering client conditions, assembling files, reviewing appraisals, securing documents, and reviewing fees on closing statements. Consistently ensure loan compliance with mortgage lending laws and regulations. Utilized extensive understanding of real estate appraisals, title reports, and real estate transactions in educating clients of the mortgage process and loan procedures. Conducted comprehensive analysis of client financial/credit data, determining level of risk and matching customer needs with the appropriate loan program. Monitored and tracked branch pipeline.

Confered with customers by phone to receive orders for installation, service start, discontinuance, or change in service. Resolves billing or service complaints and refers grievances to designated departments for investigation. Completes contract forms, prepares change of address records, and issues discontinuance orders, using computer. Determines charges for service requested and collects deposits. Educates customers on new or additional services. Refer unresolved customer grievances to designated departments for further investigation. Determine charges for services requested, collect deposits or payments, and/or arrange for billing. Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.

Successfully processed residential conforming, and home equities. Communicated daily with Loan Officers, Title Companies, and borrowers all during the loan process. Verified supporting income, asset and liability documentation to ensure creditworthiness and ability to repay loan. Ensured accuracy of all documents before closing including preparation and sending out closing packages, reviewing settlement statements for accuracy, balancing and disbursing funds for settlement and preparing files for post-closing.Effectively managed pipeline upwards 25 or more of both streamlined and full document loans.

Processed residential conforming, non-conforming, client invested, and home equities. Specialized in A-6, co-op, cema, and Illinois land trust loans. Communicated daily with Financial Advisors, Realtors, Wealth Management Bankers, Title Companies and borrowers all during the loan process. Verified supporting income, asset and liability documentation to ensure creditworthiness and ability to repay loan. Ensured accuracy of all documents before closing including preparation and sending out closing packages, reviewing settlement statements for accuracy, balancing and disbursing funds for settlement and preparing files for post-closing.Key Highlights:• Ordered condo questionnaires, flood certificates, titles, appraisals, payoffs and updated insurance information—effectively gathered/reviewed documents ensuring compliance for loan approval and closing.

Planned and managed day to day operations for corporate office, analyzed and organized work processes and proceduresdirected, allocated, monitored resources, controlled accounts payable and accounts receivable, designed and implemented data management systems, liaised with partners, vendors, clients and external accountants, maintained control of assets and inventory, supervised office support staff of 10+, provided full administrative and secretarial support to CEO and Executive Board

Inbound call center handling frequent fliers, celebrities, and VIPs. Personal travel consultant to valued customers of airline. Assisted with maintaining frequent flier accounts, budgeted monthly travel allotments for business partners, and prepared budget reports. Prepared stats on handle times, adherence, and quality. Responded to customer correspondence via return calls, emails, and mail.

Inbound call center handling customer and provider calls, viewing and processing, claims; maintain contracts and seeing claims thru to payment. Benefit Liaison for 5 Large Groups with 3k plus members.