John Emerson Espiña Email and Phone Number

• Provide exceptional customer service by phone, email, and in writing, addressing inquiries and resolving mortgage-related issues in a timely and efficient manner.• Provide accurate and timely information about loan balances, payment history, escrow accounts, and other account-related details.• Demonstrate a deep understanding of US mortgage products, processes, and regulations, including Fair Housing Act (FHA) guidelines, Truth in Lending Act (TILA), and the Real Estate… Show more • Provide exceptional customer service by phone, email, and in writing, addressing inquiries and resolving mortgage-related issues in a timely and efficient manner.• Provide accurate and timely information about loan balances, payment history, escrow accounts, and other account-related details.• Demonstrate a deep understanding of US mortgage products, processes, and regulations, including Fair Housing Act (FHA) guidelines, Truth in Lending Act (TILA), and the Real Estate Settlement Procedures Act (RESPA).• Guide customers through the mortgage process, clearly explaining loan options, interest rates, and closing procedures.• Gather and verify customer information, ensuring accuracy and adherence to data security protocols.• Process loan applications and documentation, maintaining meticulous records and ensuring compliance with company standards.• Troubleshoot and resolve complex customer concerns, escalating issues to appropriate channels when necessary.• Identify opportunities to cross-sell additional mortgage products and services, exceeding customer expectations.• Maintain a positive and professional demeanor, fostering trust and building strong customer relationships.• Continuously learn and stay updated on industry trends, regulations, and company policies.• Mentor and coach junior customer service associates, promoting a collaborative and supportive team environment.• Analyze customer feedback and identify areas for improvement in the customer service experience. Show less

• Assist with the administration of compliance procedures and control systems for the business review department, including monitoring, researching and responding to compliance related inquiries across all product lines.• Ensure accuracy of research and compliance advice provided to members of the sales force team.• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients… Show more • Assist with the administration of compliance procedures and control systems for the business review department, including monitoring, researching and responding to compliance related inquiries across all product lines.• Ensure accuracy of research and compliance advice provided to members of the sales force team.• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.• Apply knowledge of how the team interacts with others in order to accomplish Customer Service goals.• Provides world class service excellence to Citi global clients by offering a remarkable phone and digital banking experience.• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.• Handles customer service-related concerns of Citi clients that may involve general service inquiries, billing and disputes, credit, collections, retentions, lending, mortgage, fraud, telesales, rewards inquiries and fulfillment.• Ensures customer inbound and outbound telephone inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards.• Identifies and fulfills the clients’ necessities by providing an exceptional client experience. Show less

February 2022 - November 2022 Assigned as Technical Support • Educate and advise internet, cable, video, and telephone equipment operation to customers via telephone explaining equipment usage and troubleshooting services and equipment issues.Evaluate information given by customers in order to accurately diagnose and troubleshoot technical issues.• Help customers troubleshoot issues with internet, cable services, video services, email, online accounts… Show more February 2022 - November 2022 Assigned as Technical Support • Educate and advise internet, cable, video, and telephone equipment operation to customers via telephone explaining equipment usage and troubleshooting services and equipment issues.Evaluate information given by customers in order to accurately diagnose and troubleshoot technical issues.• Help customers troubleshoot issues with internet, cable services, video services, email, online accounts, equipment, and telephone services.• Provide technical support to customers’ inquiries and concerns.October 2021 - February 2022Assigned as Billing Support• Provide excellent customer service ensuring expectations have been met in reference to billing, existing service, or potential service enhancements.• Collaborating with customers, departments, and other team members to resolve billing inconsistencies and errors.• Interpreting account information, billing information, and payment history to customers.• Providing assistance to customers with their account concerns and rectifying any errors in billing. Show less