New Business Specialist• Handle New Business inquiries and build positive relationships using superior customer service via telephone and written communication.• Act as a liaison between agents, commissions, contracting, and third-party administrators.• Make corrections, resolving issues and complaints with proper documentation and notify individuals of actions taken.• Analyze complex information, use resources to identify solutions and follow through on resolutions of issues promptly and professionally.• Process a wide variety of tasks including independent review of applications and correspondence paperwork and document any outstanding requirements. Apply premiums and issue contracts and begin process of pre-issue withdrawals.• Monitor personal work to verify accuracy and ensure compliance with company standards and regulations in a fast-paced environment, remaining flexible to frequent change.• Identify defects and errors, providing support to team members regarding poor quality work items and suggest applicable feedback concerning procedures, workflow and system improvements.• Assist transfer team in compiling and sending inbound transfer paperwork.

• Managed quality communications, customer support, product representation, andensured exceptional service for 250+ customer relationships.• Compiled quotes for property/casualty as well as event and life insurance forcommercial and individual customers.• Contacted and met with customers to discuss insurance gaps, specific insurance needs,and maintained relationships.• Created and up kept organizational systems for myself and management toestablish an efficient workflow.

• Manage a pipeline of loan applications to verify the applications are complete and meet investor and company standards to include the loan amount, assets, liabilities, employment and contractor bids. • Maintain up-to-date knowledge of NFC’s neighborhood revitalization programs, internal and external down payment assistance programs. • Prepare documents within NFC and Fannie Mae underwriting standards and submit for initial and final approval. • Order and inspect appraisals, sending back for correction if needed before forwarding to borrower.• Use exemplary customer service when coordinating with borrowers, real estate agents, borrower education agents and contractors concerning loan status or action needed.• Partnered with compliance and underwriting on project to update processing job aids and checklists. • Completed project to bring two years of filing for satisfied mortgages current according to document retention policies.

• Ensure quality of delinquent tax packages; confirm shipment to appropriate tax authority.• Review trends and anomalies leveraging error reports and address identified issues.• Collaborate with leadership and peers to ensure written procedures sufficiently address processes in an ever-changing environment.• Complete high-risk projects, as assigned.• Utilize multiple systems across the Wells Fargo landscape to ensure all work is accurately completed.• Worked with leadership to on project to analyze and bring critical reporting current; updated reporting process flow to ensure timely execution and oversight.

• Managed quality communications, customer support, product representation, and ensured exceptional service for 250+ customer relationships.• Compiled quotes for property/casualty as well as event and life insurance for commercial and individual customers.• Contacted and met with customers to discuss insurance gaps, specific insurance needs, and maintain relationships.• Created and up kept organizational systems for myself and management to establish an efficient workflow.

• Researched and resolved moderate to complex customer issues.• Maintained exemplary quality scores while handling a multitude of inbound calls from both internal and external clients.• Answered escalated calls throughout economic recession and recovery period.• Self-taught mainframe system usage.• Consistently reviewed updated policies, procedures, and government regulations to ensure all actions were compliant.• Successfully mentored newly hired team members by communicating clear expectations and goals as well as offering ongoing support for achievement.• Stepped into interim team lead position. • Assigned research cases to less senior team members and monitored through completion.• Identified, offered and sold additional products to benefit existing customers.