Experience

Experian Employer Services

• United States
• Financial Services
• 200 - 300 Employee

• WOTC Customer Success Manager

  • Aug 2023 - Present



Synergi

• United States
• Business Consulting and Services
• 200 - 300 Employee

• Onboarding Specialist Team Lead

  • Sep 2022 - Aug 2023

  Florence, South Carolina, United States In my current position, I hold a critical role in client management and onboarding. I am responsible for assigning incoming clients to the appropriate Client Success Managers, ensuring that each client is paired with the most suitable team member to provide personalized support and guidance. Collaboration with the sales team is a key aspect of my role. I work closely with the sales team to gather all necessary front-end documents from clients and efficiently set them up in our system… Show more In my current position, I hold a critical role in client management and onboarding. I am responsible for assigning incoming clients to the appropriate Client Success Managers, ensuring that each client is paired with the most suitable team member to provide personalized support and guidance. Collaboration with the sales team is a key aspect of my role. I work closely with the sales team to gather all necessary front-end documents from clients and efficiently set them up in our system. This involves collecting important information and ensuring accurate and seamless setup for a smooth onboarding process. To create a positive initial experience, I take charge of sending out welcome emails to new clients. These emails provide essential information, introduce our services and processes, and help familiarize clients with our organization. Additionally, I share Secure File Transfer Protocol (SFTP) details, enabling clients to securely exchange files and data with our team. Another significant aspect of my role is distributing the appropriate contracts to new clients. I ensure that all necessary legal documents are prepared and promptly shared, facilitating clear communication and mutual understanding of expectations and obligations. Throughout the onboarding process, I diligently track the status and progress of each client. This includes closely monitoring their journey through the Electronic Records Center (ERC) process and ensuring that all required fields related to onboarding are accurately updated in Credit Manager, our internal system. As part of my responsibilities, I generate and distribute various reports. These reports provide valuable insights and updates to the management team, aiding informed decision-making and identifying areas for improvement in the onboarding process. Additionally, I provide support and oversee team members, offering guidance and assistance as needed to ensure the smooth execution of daily operations.

• Onboarding Specialist

  • Apr 2020 - Aug 2023

  In my previous role, I played a crucial part in the client onboarding process. I was responsible for assigning incoming clients to the Client Success Managers, ensuring that each client was matched with the appropriate team member for personalized support. Collaboration with the sales team was a key aspect of my role. I worked closely with the sales team to gather all necessary front-end documents from clients and set them up in the system. This involved collecting important information… Show more In my previous role, I played a crucial part in the client onboarding process. I was responsible for assigning incoming clients to the Client Success Managers, ensuring that each client was matched with the appropriate team member for personalized support. Collaboration with the sales team was a key aspect of my role. I worked closely with the sales team to gather all necessary front-end documents from clients and set them up in the system. This involved collecting important information and ensuring that it was accurately recorded for seamless onboarding. I took ownership of sending welcome emails to new clients, providing them with important information and resources to get started. This included sharing Secure File Transfer Protocol (SFTP) details, enabling clients to securely exchange files and data with our organization. Throughout the onboarding process, I diligently tracked the progress of each client until they were assigned to their designated Client Success Manager. This involved closely monitoring the onboarding milestones and ensuring that all necessary steps were completed in a timely manner. Additionally, I was responsible for sending out the appropriate contracts to new clients. This involved preparing and sharing the necessary legal documents, ensuring that both parties had a clear understanding of the terms and conditions. By effectively managing the onboarding process, I contributed to a smooth and efficient transition for new clients, setting the stage for a successful and productive partnership.

• Implementation Specialist

  • Oct 2019 - Apr 2020

  Florence, South Carolina Area In my previous role, I played a key role in the implementation process for new clients. This involved maintaining regular contact with clients via phone throughout the entire implementation process. I conducted welcome calls to new clients, providing them with comprehensive explanations of the Work Opportunity Tax Credit (WOTC) program and the implementation process. As part of the implementation process, I set up clients within the Admin/Enterprise system, ensuring that all necessary… Show more In my previous role, I played a key role in the implementation process for new clients. This involved maintaining regular contact with clients via phone throughout the entire implementation process. I conducted welcome calls to new clients, providing them with comprehensive explanations of the Work Opportunity Tax Credit (WOTC) program and the implementation process. As part of the implementation process, I set up clients within the Admin/Enterprise system, ensuring that all necessary information and settings were properly configured. I worked closely with integration partners to ensure a seamless and successful implementation, collaborating to address any potential challenges or issues that may arise. One important aspect of my role was explaining the payroll file submission process to clients. I provided clear instructions and guidance on how to submit payroll files, ensuring that clients were able to effectively utilize the system and accurately capture the necessary data for WOTC processing. Once the implementation was complete and operational, I facilitated a smooth transition for clients to either an Account Manager or the Help Desk, ensuring that they had the necessary support moving forward. This included transferring all relevant information and ensuring that clients were set up for ongoing success. Throughout the implementation process, I prioritized client satisfaction and worked diligently to provide excellent customer service and support. By effectively managing the implementation process, I contributed to the seamless onboarding of new clients and set them up for success with the WOTC program.



Caliber

• United States
• Financial Services
• 700 & Above Employee

• Government Insuring Analyst II

  • Dec 2016 - Oct 2019

  Florence, South Carolina In my previous role, I was responsible for performing pre-endorsement reviews of all documents required for the government case binder in accordance with HUD agency guidelines. This involved coordinating with internal departments and third parties to obtain any missing documentation or correct any errors. Data entry into the agency website, specifically the FHA Connection, was a crucial part of my responsibilities. I ensured accurate and timely data entry to properly insure loans… Show more In my previous role, I was responsible for performing pre-endorsement reviews of all documents required for the government case binder in accordance with HUD agency guidelines. This involved coordinating with internal departments and third parties to obtain any missing documentation or correct any errors. Data entry into the agency website, specifically the FHA Connection, was a crucial part of my responsibilities. I ensured accurate and timely data entry to properly insure loans through the agency's online system. Additionally, I remitted UFMIP (Upfront Mortgage Insurance Premium) to each government agency through the online system and maintained regular reconciliation with Corporate Accounting to balance MIP accounting ledgers. I was also responsible for submitting and tracking loans randomly selected for quality control audits within the established timeline, ensuring compliance with government agency requirements. Furthermore, I handled the remittance and tracking of all LI Deficient case binders and NORs (Notice of Rejection) files submitted to the agency for insuring. Providing support to internal and external customers regarding insuring questions and concerns was an important aspect of my role. I strived to address and resolve any issues promptly and effectively. Meeting established deadlines was a priority, and I ensured that all government files were endorsed within the set timeframe. Additionally, I performed FHA Case transfers and cancellation requests, as well as handling holding and servicing lender transfers. Lastly, I conducted thorough research and provided timely responses to FHA agency deficiency notices within the established turn times. This involved addressing any deficiencies identified and taking appropriate actions to rectify the situation.

• Correspondent funding analyst

  • Jul 2013 - Dec 2016

  Florence Area, South Carolina In my previous role, I was responsible for reviewing loan packages to ensure all required documentation was included. I meticulously checked each package to ensure compliance with guidelines, addressing any discrepancies that arose. Additionally, I inputted and verified data necessary for generating closing documents, playing a crucial role in the loan closing process. As part of my responsibilities, I generated the Review and Approve Closing Package, serving as a liaison between… Show more In my previous role, I was responsible for reviewing loan packages to ensure all required documentation was included. I meticulously checked each package to ensure compliance with guidelines, addressing any discrepancies that arose. Additionally, I inputted and verified data necessary for generating closing documents, playing a crucial role in the loan closing process. As part of my responsibilities, I generated the Review and Approve Closing Package, serving as a liaison between Caliber and the closing agent. I carefully reviewed and approved the HUDI/Settlement Statement, ensuring accuracy and adherence to regulations. In addition, I calculated the funding amount for each loan package and balanced the figures with the closing agent to ensure accuracy. Once all checks were complete, I released the wire and funded the loan, completing all necessary tasks within the established closing deadlines. Compliance with state and federal laws, including Regulation Z of the Truth in Lending Act, was a top priority throughout the entire process. Although this position did not involve loan origination, a valid NMLS license was required to ensure compliance and adherence to industry regulations.



J.P. Morgan

• United States
• Financial Services
• 700 & Above Employee

• Quality Specialist II

  • Jun 2011 - Jun 2013

  Florence, South Carolina Area In my role, I had the responsibility of effectively communicating audit findings to the assigned agent and senior management. This ensured that any necessary account corrections were made promptly, resulting in accurate and reliable data reporting. Through weekly collaboration with staff members and business leaders, we proactively addressed process imperfections and implemented an action plan that significantly improved overall quality results. As part of my duties, I thoroughly… Show more In my role, I had the responsibility of effectively communicating audit findings to the assigned agent and senior management. This ensured that any necessary account corrections were made promptly, resulting in accurate and reliable data reporting. Through weekly collaboration with staff members and business leaders, we proactively addressed process imperfections and implemented an action plan that significantly improved overall quality results. As part of my duties, I thoroughly evaluated production samples to ensure adherence to the specifications set by various investors. This meticulous evaluation helped maintain compliance and regulatory standards. My exceptional performance was recognized through various achievements. In July of 2012, I received the top performer award, achieving a rating of 100%. In October and November, I continued to surpass expectations, achieving ratings of 108% and 114.81% respectively. This consistent high-level performance showcased my dedication and commitment to delivering outstanding results. Additionally, I was honored to receive the Internal Quality Control MVP award in December 2012, recognizing my significant contributions to maintaining quality standards. Throughout the year, I consistently exceeded expectations on monthly scorecards, demonstrating my ability to consistently deliver exceptional outcomes. These achievements reflect my strong work ethic, attention to detail, and commitment to excellence.

• Business Analyst II

  • Feb 2012 - Jun 2012

  In my role, I played a key role in driving process improvements for the mortgage default line of business. I developed metrics that effectively identified inefficiencies and areas for improvement, enabling the team to make data-driven decisions. By tracking, analyzing, and interpreting trends in data, I generated pivot reports that provided senior management with comprehensive and complex reporting for in-depth analysis. These reports served as valuable tools for identifying patterns, making… Show more In my role, I played a key role in driving process improvements for the mortgage default line of business. I developed metrics that effectively identified inefficiencies and areas for improvement, enabling the team to make data-driven decisions. By tracking, analyzing, and interpreting trends in data, I generated pivot reports that provided senior management with comprehensive and complex reporting for in-depth analysis. These reports served as valuable tools for identifying patterns, making strategic decisions, and improving overall performance.

• Loss Mitigation Negotiator II

  • Jun 2011 - Jan 2012

  In my role, I consistently maintained a thorough understanding of external investor and private investor guidelines, including those of Fannie Mae, Freddie Mac, VA/USDA/FHA. This expertise allowed me to effectively negotiate short sale settlements and underwrite loans as the loan servicer. I conducted comprehensive reviews of residential loans that were in default or at imminent risk of default, carefully considering factors such as completed Workout Financial Applications, borrower's ability… Show more In my role, I consistently maintained a thorough understanding of external investor and private investor guidelines, including those of Fannie Mae, Freddie Mac, VA/USDA/FHA. This expertise allowed me to effectively negotiate short sale settlements and underwrite loans as the loan servicer. I conducted comprehensive reviews of residential loans that were in default or at imminent risk of default, carefully considering factors such as completed Workout Financial Applications, borrower's ability to pay, and curtailment of credit loss. By evaluating these loans, I determined the most viable alternatives to foreclosure. Additionally, I completed workout evaluations and successfully identified collateral issues that could potentially impact the company, investor, or insurer's security. My deep knowledge extended to mortgage loan documents, title reports, litigation, escrow analysis, bankruptcy, foreclosure, HUD-1 Settlement Statements, ARM loans, and mortgage closing requirements. As a negotiator, I consistently exceeded the set monthly goals, reflecting my strong performance and dedication to achieving success. Furthermore, I received high ratings on the end-of-year scorecard, demonstrating my commitment to delivering exceptional results.



Pee Dee Federal Credit Union

• Bank Teller

  • Feb 2009 - Jun 2011

  Florence, South Carolina Area I managed branch operations, ensuring smooth opening and closing procedures. I maintained a flawless record in balancing cash deposits and bank vault inventory. Additionally, I trained employees on cash drawer operations, emphasizing security and audit compliance. I supplied tellers with required coin and currency resources, and efficiently addressed customer concerns, resolving issues with personal accounts.