Rita-Rae' Estes Email & Phone Number

Raleigh, Nc, Us

Remote

Participated in process improvement projects and acted as a Subject Matter Expert (SME) in application administration guidelines and processes. While organizing documents and implementing processes as needed. Acted as a liaison between lenders, clients, and vendors for all inquiries. Coordinate with internal departments and clients to ensure escalated, or time-sensitive issues, requests, and closing deadlines are met.

Remote

Prepared closing disclosure by verifying fees for accuracy. Exceed department SLA goals by processing 80+ files weekly. Acts as a liaison between internal departments, customers, lenders and vendors to ensure closing dates are met. Department point of contact for escalated or rush request.

Remote

Prioritized and monitored daily workflow to ensure all loans and requests were being processed on time and in accordance with the company's timeline and expectations. Verified loan fees for accuracy to ensure compliance with the TRID and RESPA. Monitored the department email for rush or escalated processing requests.

Chesapeake, Virginia, United States

Work cross-departmentally to research and solve escalated account issues. Trained and mentored new hires and performed quality assurance. Partner with branch associates and other bank departments to fulfill client requests.Troubleshoot issues to implement a resolution and provide a great customer experience.

Chesapeake, Virginia, United States

Created and updated department schedules to ensure staffing met customer needs. Provided new hires walk-throughs and training while assisting with on-the-job training for current associates. Managed the store's customer service desk by answering telephone questions, accepting complaints, and resolving order issues.

Chesapeake, Virginia, United States

Provided a follow phone call to recent buyers to request satisfaction survey completion and schedule initial service on the vehicle. Monitored satisfaction surveys received from customers from recent purchases or services. Refreshed service consultants on first class customer service as needed.

Norfolk, Virginia Area

Monitored licensed individuals social media accounts for compliance violations. Updated social media accounts to remain compliant as needed. Maintained a detailed knowledge of RESPA and UDAAP guidelines for internet usage.

Norfolk, Virginia Area

Maintained a detailed knowledge of RESPA and TRID guidelines, while providing support to the sales team by completing the initial disclosures package within TRID Guidelines. Updated Loan Estimates and sent Change of Circumstances as need throughout the loan process. Pulled daily pipeline reports and disbursed to team and management as needed.

Virginia Beach, Virginia, United States

Assisted Customer Service Representatives with questions about accounts and company policy while maintaining a general knowledge of all aspects of the mortgage servicing industry. Promptly researched and replied to the escalation request assigned to the Customer Service Department by other departments, clients or vendors. Monitored CSR’s phone calls and provided training and coaching when necessary.

Virginia Beach, Virginia, United States

Accepted inbound inquiries via phone from homeowners regarding their mortgage account. Performed account search to answer homeowner questions or resolve issues. Maintained a general knowledge of RESPA and UDAP guidelines.