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.
• 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..
• 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.
• 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

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