Hi, I’m
ANJELINA HALL
Anaconda,USA
Summary
Detail-oriented professional with over 6 years of experience in the mortgage industry. Highly organized and adept at working remotely. Consistently demonstrates a commitment to excellence and exceeds company expectations. Adaptable to thrive in fast-paced environments, ensuring efficient and effective results.
Overview
11
years of professional experience
Work History
RE/MAX LLC
Customer Support Specialist
04.2023 - Current
Job overview
- Assist agents with maintaining and updating their accounts
- Manage customer concerns/complaints to resolution
- Accept and work over 50+ emails per day
- Mentor new hires
- Coordinate with other departments and teams to assist agents in resolving system issues
- Attend conventions to work as a representative for the customer support team
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
CrossCountry Mortgage
Loan Partner
03.2021 - 12.2022
Job overview
- Communicate with clients via phone and email
- Update client files in Encompass
- Reviewed client documentation for completeness and uploaded to Encompass
- Maintained client documents within Encompass to ensure proper labeling and organization
- Send updated needs lists and communication through Blend
- Create excel spreadsheets to keep track of all clients past and present
- Maintain and update all client files
- Review files for any errors and correct them
- Handle client concern/issues to resolution
- Work closely with clients to obtain any needed documentation
- Maintain vendor relationships
- Assist multiple loan officers with wide array of tasks
- Improved loan processing efficiency by streamlining documentation and communication procedures.
- Conducted regular pipeline reviews with management to assess progress toward team goals and identify areas for improvement.
- Developed strong relationships with title companies, insurance agents, and other third-party vendors to expedite loan closings.
- Utilized advanced software tools to facilitate seamless communication between loan partners, borrowers, and underwriters, ultimately expediting the loan process.
- Assisted borrowers in understanding complex financial information, ensuring proper decision-making regarding loan terms and conditions.
- Coordinated efficient file transfers between departments, expediting loan processing times without sacrificing accuracy or attention to detail.
- Contributed to team success by consistently surpassing performance goals in loan closures and application completions.
- Provided ongoing support to borrowers during post-closing activities, ensuring their continued satisfaction with our services.
- Identified potential issues with credit reports or property appraisals early in the process, addressing concerns promptly to avoid delays.
Navy Federal Credit Union
Member Service Representative III-MLO
06.2014 - 03.2021
Job overview
- Reviewed mortgage products with members and advised on best option that fit their needs
- Submitted mortgage applications through Blend
- Provided mortgage pre-approval letters when available
- Accepted and uploaded requested documents into Blend portal
- Reviewed member’s accounts and results to determine whether life changes, economic developments or financial performance indicated a need for account revision.
- Familiarized myself with all lending products, procedures and required documentation.
- Became lead auditor for the branch audit team and created weekly audit reports based on branch teller transactions
- Complied with regulatory requirements such as BSA, AML etc. and maintained confidentiality of credit union records and member information.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
Education
Franklin Central High SchoolIndianapolis, IN
High School Diploma
01.2012
University Overview
Received high school diploma
Skills
- Friendly demeanor
- Technical computer skills
- Engaged listening techniques
- Problem-solving expertise
- Delivery of high-quality service
- Committed to enhancing operational efficiency
- Goal-oriented problem solving
- Skilled in home-based collaboration
- Over a decade of Microsoft Office proficiency
- Rapidly acquires system knowledge
- Experienced with Blend, Empower, and Encompass
Timeline
Customer Support Specialist
RE/MAX LLC
04.2023 - Current
Loan Partner
CrossCountry Mortgage
03.2021 - 12.2022
Member Service Representative III-MLO
Navy Federal Credit Union
06.2014 - 03.2021
Franklin Central High School
High School Diploma
Similar Profiles
Jenna LiwakJenna Liwak
Product Support Tier II at RE/MAX LLCProduct Support Tier II at RE/MAX LLC
Stephanie DunnStephanie Dunn
Senior Paralegal at RE/MAX, LLCSenior Paralegal at RE/MAX, LLC
Dennis TheriaultDennis Theriault
Operations Manager at Remodel Max LLCOperations Manager at Remodel Max LLC
Tytan FlinkTytan Flink
Maintenance Worker at Remedy Repair LLCMaintenance Worker at Remedy Repair LLC
Cali PesantiCali Pesanti
Photography Assistant at BoothChella Photo Booth RentalPhotography Assistant at BoothChella Photo Booth Rental