complaint management specialist resume example with 9+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary
Personable and goal oriented Client Services professional with extensive experience in the mortgage servicing industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain client satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Skills
Personal Skills
Agile
Enthusiastic
Passionate natural problem-solver
Proven record of attention to detail
Adept listening skills to determine client needs
Pragmatic approach to creating best outcomes
Professional Skills
Creative and comfortable in project management roles, bringing strong multi-tasking and leadership skills
Strong written and oral communication skills, including presentations and public speaking
Comfortable liaising with investors, executives and business partners
Cross-Cultural Client Experience
Dispute Resolution
Proficiency in databases, reporting, word processing and spreadsheet software
Critical Thinking
Data Entry; Types 75+wpm
Letter Writing
Research
Root-Cause Analysis
Education and Training
Norfolk State UniversityNorfolk, VAExpected in ā ā:Political Science - GPA:
Experience
Cargill, Inc. - Certified Notary Public Sioux City, IA, 05/2022 - Current
Conduct review of documents and personal identifying paperwork or government-issued IDs for each person.
Verify the authenticity of legal documents for parties to an agreement ensuring the legal documents meet the minimum requirements to be notarized.
Document transactions in notary journal to maintained permanent records.
Prepare registered and certified mail for dispatch.
LoanCare Service Link - Complaint Management Specialist City, STATE, 03/2021 - 10/2021
Tasked daily intake of all incoming fax, email and written mortgage servicing requests or complaints into the mortgage servicing platform (MSP).
Worked with clients and business partners regarding escalated requests for mortgage servicing issues with rapid turn-around timeframes for mortgage loans from investors: Freddie Mac, Fannie Mae and the Federal Housing Authority (FHA) ensuring tight deadlines were met.
Performed a root cause analysis on each issue or complaint received, initiated the appropriate resolutions ensuring compliance and wrote custom responses for clients, executives, and regulatory agencies, ie Consumer Financial Protection Bureau (CFPB), State and Better Business Bureau (BBB)
Prepared and delivered monthly meetings to advise senior leadership of complaint trends and provided recommendations for process improvements
Processed reports for company President and Senior Executives regarding all aspects of client issues and met weekly to discuss Best Practices in order to improve client retention
Authored and assisted with development of compliance training and testing for senior leadership and the various lines of business regarding the complaint life cycle
LoanCare Service Link - Mortgage Resolution Specialist II City, STATE, 01/2018 - 02/2021
Provided excellent service and attention to clients face-to-face, written, Social Media or through phone conversations regarding simple to complex issues or requests involving all areas within a mortgage loan ie escrow, cash, loss mitigation, insurance, and various other mortgage servicing departments
Proven track record of client satisfaction from solicited surveys upon resolution of their matter
Handled simple to complex Social Media inquiries with a drive to provide exemplary client focus to meet company star rating goals which led to an increase in the company star rating between January 2020- January 2021
Assessed written complaints by analyzing all aspects and sides of situations with impartial viewpoint and adhered to mortgage servicing laws and guidelines to provide accurate responses
Facilitated coaching and training new hires regarding cultivated system personally developed to resolve timely issues managing large pipeline for client and regulatory deadlines
LoanCare Service Link - Mortgage Resolution Specialist I City, STATE, 01/2017 - 01/2018
Performed factual analyses of loan histories to assess appropriate resolution and compile all corresponding supporting documentation for management review
Composed detailed factual narratives summarizing results of investigations
Performed root cause analyses of all discovered errors in order to identify areas requiring development or enhancement of training policy and procedures
Maintained detailed and comprehensive records for all complaints, including error findings, during complaint investigation process and document corrective actions to take
Documented all borrower contact thoroughly and accurately through the utilization of the mortgage servicing platform (MSP)
Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.
Company Name - Consumer Solutions Specialist I and II City, State, 12/2011 - 01/2017
Processed large pipeline of incoming fax and email customer inquiries or complaints in order to task, research and resolve the issue
Self-started the system to manage physical incoming and outbound mortgage loan files
Resolved issues with title companies requesting documentation on accounts and ensured satisfaction while maintaining company guidelines
Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.