Alexandria Gray
Dallas
Summary
Personable and detail-focused individual with strong foundation in financial principles and administrative tasks, ensuring accuracy and efficiency. Well-versed in loan documentation and regulatory compliance, bringing excellent organizational and time-management skills to streamline operations. Dedicated to fostering positive client relationships and contributing to successful loan processing.
Overview
12
12
years of professional experience
Work History
Loan Administrator
Fay Servicing
09.2022 - Current
- Addressed and corrected loan-related issues promptly to meet service level agreements.
- Research missing payments or wires
- Corrected misapplications on various loans efficiently.
- Processed payoffs and monthly payments via check/wire for Commercial, Residential, Third Party, and REO loans.
- Collaborated with Title companies and Client relations.
- Work daily tasks on Commercial loans for misapplications, adjustments and re-applications
- Work Lockbox exceptions
- Mail out return payments either by overnight or regular mail
- Assist with clearing out funds on the reconciliation report
- Disburse funds to customers and new servicers
- Create outgoing wires for customers and new servicers
- Complete regulatory audits
- Assist with customer complaints
- Collaborated with management to execute special projects.
Payment Processor
Homepoint Financial
05.2020 - 09.2022
- Post checks that were received in house to customer's accounts
- Worked overnight Lockbox exceptions
- Handled various financial transfers including incoming wires, Western Union transactions and online bill payments.
- Setup or updated ACH/Bi-weekly auto drafts on Mortgage loans
- Completed reinstatements to get accounts back in good standing
- Completed daily tasks within required SLA time.
- Conducted research to locate missing and misapplied payments.
- Managed document uploads and added appropriate notations to accounts.
- Ensured accurate reconciliation of check bank balances.
- Cleared outstanding PCA payments
- Built and maintained positive work relationships with managers and co-workers
- Updated skills with comprehensive training on latest practices.
Customer Service Representative
U.S. Bank
06.2018 - 05.2020
- Handled customer calls regarding mortgage loans every day.
- Opened the proper task to correct misapplied payments and locate any missing payments
- Facilitated monthly mortgage payments and payoffs through Western Union.
- Handled queries regarding insurance and escrow.
- Setup online accounts
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Resolved customer issues courteously through effective problem-solving and suitable methods.
- Investigated and researched issues to determine root causes and appropriate resolution methods
- Compiled and organized comprehensive customer information in a database.
Customer Service Representative
Roseco
08.2016 - 06.2018
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Developed and trained new customer service representatives on the proper handling of customer inquiries
- Packaged and shipped customer's orders
- Daily cash, check and credit card handling
- Opening and closing procedures
- Developed a customer database by inputting client information.
Sales Associate/Cashier
Dillard's, Inc.
01.2013 - 08.2016
- Assisted customers by answering questions and resolving issues, fostering strong relationships.
- Contacted carrier representatives to make arrangements or issue instructions for shipping and delivery of materials
- Provided excellent customer service, promoting and selling products, and ensuring customer satisfaction
- Resolved customer complaints efficiently
- Trained and mentored new sales associates
Education
Nursing
Brookhaven College
Farmers Branch, TXDental Assistance
Dental Assistance of Richardson
Richardson, TX04.2020
Nursing
Sachse Highschool
Sachse, TX06.2010
Skills
- Communication skills
- Computer literacy
- Microsoft word
- Time management
- Leadership
- Documentation review
- Microsoft excel
- Problem Resolution
Timeline
Loan Administrator
Fay Servicing
09.2022 - Current
Payment Processor
Homepoint Financial
05.2020 - 09.2022
Customer Service Representative
U.S. Bank
06.2018 - 05.2020
Customer Service Representative
Roseco
08.2016 - 06.2018
Sales Associate/Cashier
Dillard's, Inc.
01.2013 - 08.2016
Nursing
Brookhaven College
Dental Assistance
Dental Assistance of Richardson
Nursing
Sachse Highschool
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