ALFONSO SHIRLEY
Gilbert,AZ
Summary
Dynamic professional with extensive experience in claims processing at State Farm Insurance, excelling in regulatory compliance and customer relationship management. Proven ability to negotiate effectively and utilize analytical skills, achieving a 20% reduction in default resolution time while enhancing client satisfaction. Proficient in Microsoft Office applications and vehicle valuation.
Overview
19
19
years of professional experience
2
2
Certifications
Work History
Total Loss Claims
State Farm Insurance
Tempe, United States
04.2023 - 05.2025
- Determined total loss status based on repair percentage compared to valuation.
- Reviewed vehicle valuations and repair estimates for assigned claims to ensure accuracy.
- Verified options and comparable vehicles to support accurate settlements.
- Coordinated communications among policyholders, repair facilities, and internal teams for efficient claims processing.
- Contacted repair shops to discuss potential additional repairs.
- Reviewed documentation and confirmed claim data for compliance with guidelines and regulations.
- Leveraged negotiation and customer service skills to enhance claimant support.
- Employed analytical skills in vehicle valuation and damage assessment to ensure precision.
Senior Loan Processing III
JPMorgan Chase
01.2014 - 11.2022
- Directed end-to-end processing of 45 loan files monthly, exceeding 98% on-time closing KPI.
- Processed FHA, purchase, refinance, and home equity loans, ensuring compliance with guidelines using Encompass and DocuSign.
- Analyzed and verified applicant financial information and credit history.
- Ensured compliance with loan program guidelines and regulatory standards.
- Acted as the central point of contact among borrowers, loan officers, and underwriters.
- Collected and organized documents for loan applications, facilitating timely processing and approval.
- Prepared accurate files for underwriters, addressing all conditions promptly.
- Coordinated with title companies for scheduling closings and finalizing funding documentation, ensuring smooth transactions.
Loan Modification mortgage help
JPMorgan Chase
01.2013 - 12.2013
- Enhanced customer experience by guiding 35+ clients monthly through mortgage modification using MSP servicing software, reducing default resolution time by 20% over 12 months while meeting all regulatory compliance standards.
- Coordinated mortgage modification process for clients, ensuring timely resolutions.
- Communicated with delinquent and defaulted customers to assess financial situations and offer tailored solutions.
- Provided assistance in mortgage default scenarios, guiding clients toward viable modification options.
- This was one of the most rewarding positions.
Mortgage processor (Lead)
JPMorgan Chase
06.2009 - 12.2012
- Processed mortgage applications with accuracy in a lead role.
- Supported mortgage processors, title companies, and internal departments to streamline processes and ensure timely completions.
- Resolved daily challenges and objectives to maintain workflow and enhance team efficiency.
- Temporarily transferred to California to provide operational support and facilitate collaboration between offices.
Inbound Sales - SR Account Executive
Freedom Debt Relief
03.2007 - 04.2009
- Explained program benefits to clients during consultations, enhancing understanding of options.
- Enrolled clients into debt relief program, facilitating their path to financial recovery.
- Developed payment plans to consolidate debt into one monthly payment, simplifying client finances.
- Evaluate clients credit card and unsecured debt.
Sales Loan Originator
Western Thrift and Loan Brokers
10.2006 - 03.2007
- Analyzed home lending applications for 50+ clients weekly using Encompass LOS, optimizing approval timelines by 18% and reducing processing errors over a 12-month period.
- Engaged with potential home buyers to guide them through home loan application process, ensuring comprehensive support.
- Collaborated with mortgage brokers to customize mortgage solutions based on borrower needs, improving client satisfaction.
- Facilitated home loan sales through strategic inbound and outbound calls, enhancing customer engagement.
Sales Loan Officer
Home123 Mortgage; Subprime Lending
02.2006 - 10.2006
- Processed applications, conducted credit checks, and explained mortgage terms to facilitate informed client decisions.
- Contacted potential clients to present mortgage refinancing and cash-out options, enhancing client engagement.
- Exhibited strong oral and written communication skills to enhance client interactions.
- Demonstrated self-motivation and attention to detail while managing multiple tasks efficiently.
- Utilized Windows Suite to streamline documentation management and enhance clarity in client communications.
Education
Bachelor of Science - Business administration
Arizona State University
Tempe, AZ05.1995
Skills
- Claims processing and regulatory compliance
- Negotiation and analytical skills
- Customer relationship management
- Document management and attention to detail
- Adaptability and communication skills
- Microsoft Office applications
- Vehicle valuation
Certification
Insurance claim licenses in Louisiana, Florida, and Texas
Timeline
Total Loss Claims
State Farm Insurance
04.2023 - 05.2025
Senior Loan Processing III
JPMorgan Chase
01.2014 - 11.2022
Loan Modification mortgage help
JPMorgan Chase
01.2013 - 12.2013
Mortgage processor (Lead)
JPMorgan Chase
06.2009 - 12.2012
Inbound Sales - SR Account Executive
Freedom Debt Relief
03.2007 - 04.2009
Sales Loan Originator
Western Thrift and Loan Brokers
10.2006 - 03.2007
Sales Loan Officer
Home123 Mortgage; Subprime Lending
02.2006 - 10.2006
Bachelor of Science - Business administration
Arizona State University