Experience

RMIC

• United States
• Insurance
• 100 - 200 Employee

• Policy Servicing Team Lead

  • May 2017 - Present

  Greensboro/Winston-Salem, North Carolina Area • Work with external customers to resolve processing exceptions. • Plan, organize, develop and execute processes necessary to ensure service level objectives are met. • Recommend team process improvements to increase productivity. • Test/checkout newly created reports for accuracy, use of information contained and process flow. • Developed a 439 page Policy and Procedure Manual. • Assist Servicing Teams to achieve RMIC servicing objectives.

• Policy Servicing Senior Customer Service/Transaction Specialist

  • Jun 2012 - May 2017

  Greensboro/Winston-Salem, North Carolina Area • Process premiums, cancellations and reinstatements. • Resolves processing exceptions such as premium processing, certificate maintenance and invoicing reconciliation. • Recognizes and answers/resolves customer questions/problems. • Maintain frequent contact with customer on outstanding issues and communicate resolution to the customer in a timely manner. • Ensure that service level agreements with specialist groups and enterprise business units are adhered to. • Execute on… Show more • Process premiums, cancellations and reinstatements. • Resolves processing exceptions such as premium processing, certificate maintenance and invoicing reconciliation. • Recognizes and answers/resolves customer questions/problems. • Maintain frequent contact with customer on outstanding issues and communicate resolution to the customer in a timely manner. • Ensure that service level agreements with specialist groups and enterprise business units are adhered to. • Execute on HARP modifications to facilitate an efficient servicing of loans.

• National Operations Team Lead

  • Apr 2010 - Jun 2012

  Greensboro/Winston-Salem, North Carolina Area • Recognized and provided feedback of critical issues to the manager. • Monitored and reported adherence to Best Practices and Service Levels to manager. • Assisted in coordinating the resolution of production problems. • Escalated unresolved issues to the appropriate support.

• Workflow Coordinator

  • May 2009 - Apr 2010

  Greensboro/Winston-Salem, North Carolina Area • Tracked team/shift/site production statistics and monitors the system to insure that turnaround times are met. • Assisted in volume and associated staffing forecasts. • Supported and promoted standards and policies for quality, service and professionalism.

• Support Center Analyst

  • Jun 2008 - May 2009

  Greensboro/Winston-Salem, North Carolina Area • Support user requests for information and assist in problem resolution for inbound call center. • Enters/captures/imports loan information into system from source documents. • Ensures accurate and timely information is entered into call logging/tracking.



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• Reverse Mortgage Specialist

  • Jun 2004 - Jan 2007

  Greensboro/Winston-Salem, North Carolina Area • Processed reverse loans HECM (FHA) and Homekeeper (Conventional) while following FHA/HUD guidelines. • Communication with reps, funders, title personnel, and other necessary contacts. • Managed a pipeline of loans ranging from 50-70 daily.

• Mortgage Loan Processor

  • Jan 2001 - Jun 2004

  Greensboro/Winston-Salem, North Carolina Area • Processed FHA, VA and Conventional loans. • Worked with surveyors, appraisers, builders, realtors and attorneys daily. • Managed a daily pipeline and processed up to 150 loans monthly, and closed up to 40 a month.



Oakwood Homes

• United States
• Real Estate
• 200 - 300 Employee

• Mortgage Loan Processor

  • 1998 - 2001

  Greensboro/Winston-Salem, North Carolina Area