Scott Szymanski Email & Phone Number

Pitman, Nj, Us

Philadelphia, Pennsylvania, United States

• Assessed training needs for processes and system rollouts for operations and production departments; created courses and established procedures to support these efforts.• Taught MAGIC (Make a Great Impression on the Customer) to 80-member Fulfillment Team; training increased team’s overall member satisfaction score by 15%+.• Managed schedule and roster for classes, compiled reporting and analyzed metrics to monitor individual employee improvements, as well as future opportunities to succeed.• Virtually onboarded monthly classes of up to 10 new hires, set up equipment, trained on company history, processes and systems to prepare employees to perform day-to-day job functions.• Created customized training curriculums for two contracted clients’ Closing teams; materials encompassed the complete closing process for financial products including refinances and HELOCs.• Maintained relationships with business leaders throughout Operations to ensure training strategies and materials met and exceeded training needs and goals.• Partnered with 4-member instructional design team to create job specific learning modules shared on company’s learning management system.• Created and analyzed course evaluations, provided summary of participant results to senior leaders.• Built and delivered annual Consumer Financial Protection Bureau (CFPB) compliance training courses.

Mount Laurel, Nj

• Communicated with lenders, tax offices, HOAs and clients to calculate equity for corporate relocation transferees.• Reviewed closing documents and contracts to ensure calculations contained all liens.• Developed relationships and collaborated with internal departments, loan processors, outside vendors, county offices and customers to resolve outstanding issues discovered during the title search process.• Managed workflow based on Service Level Agreements

Mount Laurel, Nj

• Wrote operational procedures and created training materials for employees / department to complete job functions in the most efficient manner.• Organized team priorities and allocated work to meet target numbers.• Developed and maintained a nationwide database used for quick access to tax information needed for closings.• Reviewed title commitments and collaborated with internal departments, loan processors, outside vendors, county offices and customers to resolve outstanding issues relating to title policies.

Wilmington, Delaware, United States

• Created training materials and procedures used to instruct co-workers on tax procedures, including the creation of a nationwide tax database.• Organized team priorities and allocated work to meet target numbers.• Ordered title searches and verified lien payoffs to expedite the closing process.

Mount Laurel, Nj

- Supervised a team of 10-12 call center representatives handling 12,000 monthly inbound calls.- Processed 300 escalated calls per month and performed research to ensure resolution, which includedinterdepartmental collaboration and outbound calls.- Provided associates with performance guidance through coaching sessions, monthly reviews, call calibration and emails.- Performed role of auditor, call center quality by reviewing calls and monitoring scores with representatives to establish goals for performance improvement.- Monitored call trends and worked with leadership team to initiate process improvements utilized to better prepare call center representatives.

History

Communications

Activities and Societies: Phi Kappa Sigma