Detail-oriented professional with over 10 years of customer service and administrative experience.
Created and implemented policies and procedures for new department with-in company.
Completed Brain Bench certification for time management.
Achieved top production and quality for loan processing.
Develop new client base while maintaining existing client relationships. Explain escrow process to prospective clients. Implement marketing strategies and presentations. Meet or exceed sales goals each quarter. Provide exceptional customer service to our client base.
Responsible for scheduling, training, and supervision of telephone operators. Implemented marketing strategies and promotions to gain new customers. Negotiated contracts and service agreements. Met with potential clients and delivered presentations regarding products and services offered by the company. Oversaw budget, payroll, and collections. Monitored calls and handled overflow. Responsible for own MIS, IT and telephony. Installing and Networking workstations, hardware and software. Perform backups and routine maintenance of computer systems.
Responsible for performing a variety of loan documentation duties on moderately complex loans, using comprehensive knowledge of policies and procedures for loan products. Functions include: processing; closing and compliance for loan products; interpreting policies while analyzing applicant, property and documentation; ordering all required verifications, documentation and subsequent follow ups.
•Prepare escrow instructions
•Order payoffs, insurance, HOA documents
•Audit, fund and record packages
•Assist Escrow Officers in all facets of the client's transaction
Supervised staff of 15 to 30 reservation agents. Created Customer Advocate Team and implemented policies and procedures. Oversaw contract compliance with hotels, call monitoring, scheduling and reporting. Maintained inventory of hotel rooms for reservations. Provided weekly and monthly reports to call center director. Recruited, tracked performances of, and maintained disciplinary records of employees. Coordinated projects, special events and team-building exercises. Handled post-reservation problems, Better Business Bureau affairs and legal issues.
Handled corporate-level customer service issues and complaints. Reviewed credit reports and made decisions on credit applications. Conducted research and analysis of credit files. Built and maintained rapport with personal bankers. Answered escalated customer calls. Assisted credit analysts with various problems. Pulled statistical reports and coached according to guidelines. Provided direct assistance to manager. Monitored calls and maintained job performance standards of employees. Managed special projects and team-building exercises.
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