Ryshika King Email & Phone Number

Develop and implement customer service strategies to improve the customer experience and ensure customer satisfaction• Monitor and evaluate team performance to identify areas for improvement and implement corrective action plans• Collaborate with other departments to ensure efficient and effective communication and workflow• Analyze customer feedback and implement process improvements to enhance the customer experience• Train, coach, and mentor customer service representatives to achieve their individual and team goals

• Monitored team performance, provided regular reports to management, and implemented process improvements to increase efficiency and productivity• Resolved complex customer issues, including complaints, billing inquiries, and loan servicing problems, ensuring timely and accurate resolution• Collaborated with other departments, including loan origination, underwriting, and closing, to provide excellent customer service throughout the loan process• Worked collaboratively with other departments to ensure smooth and efficient loan processing and closing

• Identified, properly escalated, and followed up with any loan related issues identified• Ensured clear and concise delivery of measurable goals and standards that promoted team and individual accountability, as well as a positive customer interaction• Composed accurate written information for loan inquiries received from borrowers or corporate partners• Identified issues and assessed financial risk/exposure relating to the accounts by utilizing Root Cause Analysis and other process improvement techniques• Documented outgoing communications properly on servicing systems according to policies and procedures

Plano, Tx

• Achieved 100% Quality Assurance (8+ months); ranked in Top 3 in department on monthly basis.• Review and complete exception reports to ensure quality on the verification process.• Recommend system enhancement and programming corrections; monitor progress/effects and test to implementation.• Negotiate and meet all deliverable dates and report impediments to completion prior to due date.• Create and modify departmental Policy and Procedures to provide accurate and updated resource for team.• Update and maintain key transfer documents that include servicing questionnaire, transfer instructions and Process and Procedures; monitor transfer tasks closely to ensure all timelines are met and update task tracker accordingly.• Prepare and distribute executive summaries to internal partners on key attributes relative to Transfer.• Quickly assess big picture in complex situations and identify what is critical to succeed, routinely making decisions for best course of action.

Westlake, Tx

• Reviewed incoming applications for accuracy; validated documents provided by borrowers, Loan Agents and vendors as required by loan program guidelines and DU. • Updated loan operating system with accurate information, making notes to identify specific details requiring further review.• Collaborated with borrowers, financial institutions, title companies as well as team members from other departments including Underwriting, Closing and Funding on daily basis. • Kept Loan Agents and borrowers updated on loan status with few escalation issues.

Coppell, Tx

• Provided exceptional customer services to assist homeowners with delinquent mortgages through sale of foreclosure; accepted payments, processed forbearance agreements and repayment plans, or evaluated for acceptance in Home Affordable Program. • Recognized for delivering an excellent customer experience during life of mortgage loan, benefitting the customer and the company. Developed and presented reports to management.

Coppell, Tx

• Managed pipeline of 90 to 120 loans and processed an average of 28 to 34 loans per month; recognized with Winner’s Circle Incentive Star Performer award for six consecutive months.• Analyzed residential loan application file to verify that application data was complete and met establishment standards, including type and amount of mortgage, borrower assets, liabilities, and length of employment.• Utilized strong negotiation, sales and interpersonal skills when counseling and communicating with homeowners, attorneys, realtors and title companies to achieve the lowest possible loss to investor and business.• Identified and resolved problems, monitored all processes and achieved timely and effective disposition results consistent with company goals. • Worked with existing technology systems to manage visibility of accounts within a portfolio; tracked and updated notes to drive contact and timeline efficiency.

Coppell, Tx