ANA MACLAREN
Willis Towers Watson
Minneapolis,MN
1
Certification
17
years of professional experience
Health and pension benefits customer service representative with a background in handling high call volumes, resolving employee and retiree inquiries, and documenting case details for accurate follow-up. Bilingual communication, compliance awareness, and clear issue resolution support consistent service and customer satisfaction.
Work History
Bilingual Benefits Customer Service Representative
3 Years 1 Month- Demonstrated active listening and empathy to resolve employee and retiree issues, contributing to departmental service level goals by handling high call volumes and ensuring customer satisfaction through detailed record-keeping and follow-ups.
- Resolved issues for employees and retirees, improving customer experience and satisfaction.
- Assisted in mapping out training plans, set clear learning objectives, and devise comprehensive customer service curricula.
- Lead classroom seminars, workshops, and role-playing exercises for new hires.
- Trained new representatives on call handling, workflow procedures, and benefits administration systems.
- Resolved participant inquiries regarding medical, dental, and retirement benefits with accuracy and professionalism.
Customer Credit Specialist
5 Months- Managed collections and loan servicing tasks to enhance customer support, handled inbound and outbound calls with professionalism, assessed customer financial situations, and recommended tailored solutions for delinquency while maintaining knowledge of consumer and collections laws.
- Guided customers through resolution of delinquent accounts, simplifying complex processes to improve their understanding.
- Analyzed financial situations and proposed suitable workout options to effectively resolve customer issues.
- Engaged with customers over the phone to provide support.
Loan Closer 2
6 Years 11 Months- Prepared mortgage loan files adhering to bank and regulatory guidelines. Gathered documents within set time frames and ensure compliance with quality service standards.
- Coordinated closing and funding of loan packages, calculate final costs, and disburse funds.
- Leveraged excellent interpersonal skills when interacting with clients, building rapport and trust throughout the entire lending process.
- Collaborated with lenders, agents, and legal professionals to resolve transactional and title issues.
- Created and managed remote closing packages using digital systems to facilitate efficient fund disbursement.
- Collaborated closely with underwriting team to expedite loan decision-making processes, resulting in shorter waiting periods for clients.
Government Audit Reviewer
2 Months- Oversaw compliance of FHA-funded loan files for bond approval, prepared deficiency notices, and gathered missing documentation to finalize loan files, enhancing overall loan processing accuracy.
- Analyzed account documentation to verify accuracy and completeness before approval.
- Prepared and issued deficiency notices, improving documentation accuracy.
- Maintained thorough reviews of U.S. Bank account records to ensure compliance with regulations and accuracy of data.
- Reviewed examinations of customer documentation to identify missing information and ensure alignment with policy requirements.
- Conducted assessments of transaction activity to identify suspicious patterns and potential fraud indicators.
Mortgage Specialist
10 Months- Managed mortgage application processing, ensuring rigorous adherence to documentation requirements and regulatory compliance.
- Facilitated cross-functional collaboration between processors, underwriters, and closing teams to ensure timely loan decisions.
- Addressed and resolved complex customer inquiries through thorough research and the implementation of effective, service-oriented solutions.
- Systematically evaluated customer loyalty initiatives and quality benchmarks to optimize service delivery and maintain institutional compliance.
- Supervised pipeline progression by prioritizing high-risk files to minimize delays and rework.
- Sustained high customer retention rates through proactive relationship management and personalized service delivery.
Loan Processor
1 Year 1 Month- Facilitated collaboration with customers, title companies, insurance firms, and realtors to meet daily objectives and volume goals. Managed conventional, FHA, VA, and USDA mortgage loans.
- Ordered verifications and followed up with customers to expedite loan processing.
- Assessed credit risk in accordance with state and federal policies to ensure loan approval.
- Executed high-volume, time-sensitive tasks, maintaining compliance with quality and timeline standards to support loan processing goals.
Bilingual Liquidations/Collections Team Lead
2 Months- Oversaw daily operations of bilingual liquidations and collections teams, ensuring timely and accurate task completion, facilitating weekly monitoring sessions for collection product quality, and collaborating to achieve volume goals while delivering excellent customer service.
- Utilized advanced negotiating and analytical skills to effectively resolve complex customer inquiries related to short sale processes, retention options, and foreclosure.
- Handled complex calls regarding short sale processes, retention options, and foreclosure cases.
- Coordinated training initiatives and mentored team members, resulting in improved individual performance and team cohesion.
Bilingual Collections Team Lead
2 Years 5 Months- Led collections team workflow, prioritizing delinquent mortgage accounts and escalations.
- Collaborated with team members to champion goals, enhancing customer service and contributing to team success.
- Coached associates on borrower communication, repayment options, and servicing guidelines.
- Reviewed collection calls for compliance with FDCPA, RESPA, and internal policies.
- Resolved complex customer concerns through accurate loan servicing research and account updates.
- Monitored team performance, reinforcing call quality, documentation, and follow-up standards.
Education
No Degree - Spanish
Skills
Health Benefits
Benefits Administration
Employee Benefits
Customer Service
Bilingual Communication
Document control
Regulatory Compliance
Problem Solving
Team Leadership
Support ticket systems
Case management
Certification
Residential Real Estate Salesperson (Expires June 30th, 2027), Minneapolis, Minnesota
Work Preference
Work Type
Part TimeContract WorkSeasonal Work
Location Preference
RemoteHybrid
Location:
Minneapolis, MN
Open to relocation:
No
Minimum Desired Compensation
$20/hr
Important To Me
Work-life balanceFlexible work hoursCompany CultureWork from home option
Timeline
Bilingual Benefits Customer Service Representative
Willis Towers Watson
08.2023 - 09.2026Read More
Customer Credit Specialist
Huntington National Bank
02.2023 - 07.2023Read More
Loan Closer 2
U.S. Bank
09.2015 - 08.2022Read More
Government Audit Reviewer
U.S. Bank
06.2015 - 08.2015Read More
Mortgage Specialist
Wells Fargo Home Mortgage
08.2014 - 06.2015Read More
Loan Processor
Wells Fargo Home Mortgage
09.2012 - 10.2013Read More
Bilingual Liquidations/Collections Team Lead
Wells Fargo Home Mortgage
07.2012 - 09.2012Read More
Bilingual Collections Team Lead
Wells Fargo Home Mortgage
02.2010 - 07.2012Read More
Santa Barbara City College
No Degree from Spanish
Read More