Marlana Baldwin Email & Phone Number

Charlotte Metro

GPAC is a leading provider of full-service solutions to a broad range of clients throughout the US and globally. We can assist you with your specific staffing needs in these key areas:Comprehensive Search and Recruitment Services• Search and selection process. We use a proven, comprehensive strategy to secure the best talent• Confidentiality. We offer discreet search services to protect your company's confidentiality.Placement Services. We provide a complete range of integrated search services for direct and interim placement of candidates. Our research capabilities, industry expertise, extensive network of contacts, and determination allows us to find the top-performers that best fit your particular requirements.• Executive Placement. We place top-level, senior-executive candidates with backgrounds matched specifically to key positions using a retained search approach.• Management placement. We place top-performers in critical mid-management positions.• Highly Skilled Professionals. We provide services for the recruitment and placement of key highly-skilled professionals.

•Supported internal and external customers with inquiries and complaints regarding financial products and services•Sought ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online•Performed moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards•Received direction from supervisors, and escalate non-routine client concerns to more experienced individuals•Interacted with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action•Served as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly•Researched and resolved high-level client complaints•Spoke with clients regarding consumer complaints•Supported Consumer Products to research and resolve escalated complaints

Charlotte, North Carolina, United States

• Responsible for Daily Reconciliation for Treasury and Investor Reporting• Successfully completed weekly QC reviews, providing feedback accordingly per State Regulated guidelines• Daily Reporting by utilizing SQL, i.e., 402 Tran, DOPL Reporting, and all 3rd party vendors.• Allocated funds received from third-party agencies to designated corporate advances. • Daily monitoring and the assignment of emails in 4 group email boxes• Month-end reporting

• Addressed CFPB and State Regulator Complaints from the client(s)• Attained role of SPOC (single point of contact) until the matter was resolved. • Exhibited expert knowledge regarding root cause and any gap analysis for company policies and procedures.• Provided escalated support to the business lines within the company.

• Led a team of 10 new hire specialists and was responsible for their training and development. • Resolved on average 75-100 clients per day, inbound and outbound contact attempts. • Provided stellar white-glove service for customer-facing departments.

Charlotte, North Carolina, United States

• Exemplified customer service standards. • Assisted homeowners with their MAP process which entailed loan modifications packages. • Attended homeownership workshops across the United States. Intake of applications for mortgage modifications.• Budget counseling • Participating/leasing HUD counseling