Monique Cook Email & Phone Number

United States

Serve as primary contact between home buyer and loan officers to educate buyers of home buyer process, program qualification benefits and features. Negotiate collection of sensitive private and financial information from borrower needed for program qualification while maintaining the best physical and cybersecurity practices.• Manage a mortgage loan pipeline of up to 40 borrowers, at any time, acting as a liaison between homebuyer, loan officer, builder and closing agents to ensure loans are clear to close prior to the contract closing date for mortgage loans averaging low-mid $300K.• Communicate using various forms to collect needed documentation, accurately record customer information, in a timely manner, while safeguarding and ensuring compliance with corporate, federal, state and local regulations.• Meticulously review personal financial documents to ensure the accuracy and legality of such documents to prevent identity theft, fraud and money laundering threats to citizens and the US financial market.

Remote

Oversaw the entire recruitment life-cycle, which included identifying, sourcing, and placement through the internal ATS (Applicant Tracking Systems) while leveraging other recruitment resources to optimize recruitment options. Actively monitored job boards to source qualified candidates and cohesively partnered with recruiters across the organization to competitively fill vacancies.• Creatively built candidate pools by researching job boards, social media, referrals, community services, colleges, and employment agencies to fill 17 positions across seven college campuses with 120 exempt and non-exempt employees.• Developed processes and managed programs such as labor relations, recruiting, training, compensation, EEO, safety, leave administration and other benefits to ensue outstanding corporate citizenship, advocate for employees and support morale.• Coordinated reference/background/drug screenings through ESS (Employment Screening Services), navigating the nuances of multiple states to ensure compliance and employability for candidates working closely with minors, participating in a multi-week on campus living summer programs.

Raleigh-Durham, North Carolina Area

Partnered with client’s leadership to determine staffing needs, candidate requirements and optimal times for new hire trainings. Managed new and tenured contractor staff in accordance with company/client standards while complying with all Federal and State Employer Verification, Equal Employment Opportunity Commission (EEOC) and Americans with Disabilities Act (ADA) regulations. • Oversaw the workers' compensation program, assisted 13 supervisors managing over 300 employees with completion of claims in accordance with established company workers’ compensation policy, procedures and the Department of Labor.• Virtually lead new call center ramp-up in Buffalo, NY, with occasional travel to train delivery support managers in hiring and management of over 150 contact IT technical support agents for the State of New York increasing company's annual revenue by $2.5 million.• Collaborated with client delivery managers and team leaders to resolve 150+ employees’ payroll, time off request, disciplinary issues while balancing employee/business needs in accordance with federal, state, and local regulations while maintaining confidentiality for all parties.

Rtp, Nc

Partnered with collections department Assistant Vice Presidents (AVP’s), Team Leaders, and Learning and Development staff to influence strategy, develop/facilitate trainings and act as a liaison between agents and management to meet company/client goals within company, client, federal, state and local guidelines.Studied reports to identify deficiencies and trends to develop strategies to maximize team performance and meet service level agreements (SLA’s) resulting in an increase in my team’s customer experience rating by 20% over a three-month period.Facilitated on average nine classroom trainings lasting two weeks for up to 32 participants with a targeted focus on nationwide local, state and federal mortgage servicing guidelines which included, Fair Debt Collections Practices Act (FDCPA), Consumer Financial Protection Bureau (CFPB), Health Insurance Portability and Accountability Act (HIPAA), negotiations, soft skills, industry/company systems and more. Implemented new strategies to enhance agent productivity by 12% while achieving all quality assurance (QA) quarterly goals.