Summary
Overview
Work History
Education
Skills
Timeline
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ALICIA HUDSON

ALICIA HUDSON

Florence,AZ

Summary

Organized and dependable candidate with over 20 years in consumer related fields. Specializing in facilitating closings and disbursements for government and conventional loans. Proficient in gathering closing documentation, reviewing loans for accuracy and interfacing with external and internal clients. Responsive and friendly, professional and successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet self and team goals.

Overview

16
16
years of professional experience

Work History

Online Support Specialist III/ UW

Upgrade
09.2023 - Current
  • Analyzed credit, income, compliance during underwriting process.
  • Documented underwriting decisions and provided evidence of compliance with applicable regulations.
  • Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
  • Made approval and denial recommendations by determining accurate risk levels.
  • Identified and resolved application discrepancies for accuracy and compliance with relevant regulations.
  • Increased customer satisfaction through timely communication and efficient handling of loan applications.
  • Determined and documented loan conditions and communicated requirements and decisions.
  • Established strong rapport with clients through clear communication skills, leading to higher satisfaction ratings and repeat business.
  • Handled escalated customer complaints with empathy and professionalism, leading to effective resolutions and preserved client relationships.
  • Managed high-volume ticketing system, effectively prioritizing and delegating tasks to optimize workflow efficiency.
  • Enhanced response times for customer emails through efficient organization and prioritization of tasks.
  • Achieved high levels of customer satisfaction through empathetic communication and creative problem-solving skills.
  • Contributed to a positive work environment, collaborating with team members on various projects and initiatives for better overall performance.
  • Improved customer satisfaction by promptly addressing and resolving email inquiries.
  • Maintained comprehensive knowledge of company products, policies, and procedures to provide accurate information to customers.
  • Managed escalated customer issues effectively, ensuring resolution while maintaining a professional demeanor at all times.
  • Exceeded performance metrics set by management, consistently delivering high-quality email support to a diverse clientele.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Prevented potential fraud by identifying suspicious activities or patterns during client interactions within the chat platform.
  • Contributed to company''s positive reputation, delivering exceptional customer service via chat channels.
  • Participated in training sessions to enhance proficiency in new systems or updates within the organization''s software tools used for chat support.
  • Assisted customers in navigating company website or online platforms through clear instructions via chat support.
  • Ensured compliance with data privacy regulations while collecting necessary customer information during chat interactions.
  • Reduced response wait time with quick problem identification and accurate solutions.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maximized response efficiency by prioritizing and handling multiple chat sessions simultaneously.
  • Delivered prompt service to prioritize customer needs.
  • Exceeded performance metrics consistently by maintaining a high level of productivity and quality assurance in chat interactions.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries through chat support.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Sought ways to improve processes and services provided.

Closing Specialist

Computer Share
10.2021 - 08.2023
  • Audited variety of critical financial documents for completeness and accuracy, noting and resolving deficiencies and errors.
  • Reviewed funding packages by calculating fees and arranging for disbursement of loan funds.
  • Produced closing instructions and coordinated with title company to monitor closing and funding.
  • Liaised between closing companies and borrowers to close home loans.
  • Confirmed accurate fundings, lien payoffs and final mortgage recordings by collaborating with real estate agents, loan officers and attorneys.
  • Collaborated with lenders, agents, and legal professionals to resolve transactional and title issues.
  • Maintained checklists of required documentation and open issues affecting closings.
  • Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs.
  • Reviewed titles, insurance and flood zone certifications to meet closing standards for each property.
  • Prepared preliminary settlement statements and loan closing instructions for review by title companies and closing agents.
  • Delivered positive customer experiences and successful deal closures through open, constructive communications.
  • Managed final steps of closing process to mitigate risk and errors, achieving timely and efficient closings.

Triple Crown Closing Specialist

Rocket Mortgage
07.2016 - 09.2021
  • Produced closing instructions and coordinated with title company to monitor closing and funding
  • Produced and submitted completed loan packages to title and escrow professionals
  • Audited variety of critical financial documents for completeness and accuracy, noting and resolving deficiencies and errors
  • Provided primary customer support to internal and external customers
  • Contacted appropriate agencies to complete searches, order records and obtain documents
  • Prepared closing disclosures, post-closing records and disbursements.
  • Audited variety of critical financial documents for completeness and accuracy, noting and resolving deficiencies and errors.
  • Reviewed funding packages by calculating fees and arranging for disbursement of loan funds.
  • Coordinated with sellers, buyers, escrow agents and real estate agents to complete loan submissions and scheduled closing dates.
  • Managed final steps of closing process to mitigate risk and errors, achieving timely and efficient closings.
  • Produced closing instructions and coordinated with title company to monitor closing and funding.
  • Liaised between closing companies and borrowers to close home loans.
  • Confirmed accurate fundings, lien payoffs and final mortgage recordings by collaborating with real estate agents, loan officers and attorneys.
  • Collaborated with lenders, agents, and legal professionals to resolve transactional and title issues.
  • Consulted with clients to recognize needs and provide tailored solutions.
  • Maintained checklists of required documentation and open issues affecting closings.
  • Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs.
  • Reviewed titles, insurance and flood zone certifications to meet closing standards for each property.
  • Prepared preliminary settlement statements and loan closing instructions for review by title companies and closing agents.

Collections Specialist

Go Financial
07.2013 - 07.2016
  • Counseled debtors on payment options and arranged installment agreements
  • Processed payments and applied to customer balances
  • Achieved performance goals on consistent basis
  • Used scripted conversation prompts to convey current account information and obtain payments
  • Maintained high volume of calls and met demands of busy and productive group.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Processed payments and applied to customer balances.
  • Negotiated to collect balance in full.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Trained new team members on scripts, company services, and collection strategies.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Counseled debtors on payment options and arranged installment agreements.
  • Achieved performance goals on consistent basis.
  • Used skip tracing and other techniques to locate debtors.
  • Contacted customers to discuss past-due accounts and negotiated payment plans.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Entered client details and notes into system for interdepartmental access and review.
  • Established relationships with customers to encourage payment of delinquent accounts.
  • Responded to customer inquiries and provided detailed account information.
  • Processed debtor payments and updated accounts to reflect new balance.

Branch Manager

Checksmart Financial Services
11.2008 - 11.2013
  • Created strategies to develop and expand existing customer sales, resulting in increase in annual sales
  • Assessed employee performance and developed improvement plans
  • Submitted loan applications to loan underwriter for verification and recommendation
  • Developed prospects for new loans though weekly cold calling
  • Enhanced branch production rates by handling staffconflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations
  • Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches
  • Complied with Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act
  • Maintained friendly and professional customer interactions
  • Recommended loan approvals and denials based on customer loan application reviews
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
  • Engaged employees in business processes with positive motivational techniques.
  • Complied with regulatory guidelines and requirements.
  • Consulted customers to boost product sales and services.
  • Generated financial and operational reports to assist management with business strategy.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Boosted sales and customer loyalty through incentive programs.
  • Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.

Education

Human Services

San Bernardino Valley College
San Bernardino, CA

High School Diploma -

Eisenhower Senior High School
Rialto, CA
06.1994

Skills

  • Title Document Preparation
  • Loan and Transactions Advisory
  • Critical Thinking
  • Bank Secrecy Act
  • Microsoft Office
  • Loan Closing Documentation
  • Mortgage Broker Collaboration
  • Credit Applications
  • Fee Calculation
  • Loan Records Filing and Maintenance
  • Lending Software Systems
  • Operational Efficiency
  • Government Lending
  • Customer Interaction
  • Data Collection
  • Real Estate Closing Assistance
  • Closing Disclosures
  • Financial Data Collection
  • Settlement Statements
  • Proper Storage Procedures
  • Legal Documentation
  • Loan Disbursement
  • Payment Plans
  • Mortgage Closing Scheduling
  • Reading Comprehension
  • Support Closings
  • Financial Arrangement Negotiation
  • Regulatory Compliance Documentation
  • Government Standards
  • Application Reviews

Timeline

Online Support Specialist III/ UW

Upgrade
09.2023 - Current

Closing Specialist

Computer Share
10.2021 - 08.2023

Triple Crown Closing Specialist

Rocket Mortgage
07.2016 - 09.2021

Collections Specialist

Go Financial
07.2013 - 07.2016

Branch Manager

Checksmart Financial Services
11.2008 - 11.2013

Human Services

San Bernardino Valley College

High School Diploma -

Eisenhower Senior High School

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ALICIA HUDSON