Anna Maclean
Ponte Vedra Beach,FL
Summary
Anna is an experienced customer service professional with over 10+ years of experience supporting different financial clients like TD Bank, Freedom mortgage, EMM Loan, Fidelity National Financial, American home bank etc. She has worked in call center environment. Working with TD Bank she used to manage 60-80 calls every day. Answer questions/queries of the customers & the queries include all sort of questions related to credit cards for example Fraud, customer Authentication, disputes etc. She has also used systems like Genesys, Quick Remit, Blue Zone, TCS, Innovis systems to answer the queries of the customers etc. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Loan Counselor
Guild Mortgage Company
07.2024 - Current
- Provided exceptional customer service throughout the entire loan process, addressing inquiries promptly and professionally.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
Customer Service Rep
Freedom Mortgage
11.2023 - 03.2024
- Worked in call center environment
- Managed inbound calls, answering all questions and concerns in relation to mortgage
- Answered inquiries and questions related to escrow and escrow analysis
- Used multiple systems & also provided technical assistance to online profiles
- On an average managed 60-80 calls every day.
Contact Center Specialist – Credit Cards
TD Bank
08.2022 - 07.2023
- Answered questions/queries of the customers
- Queries include all sort of questions related to credit cards
- Fraud, customer Authentication, disputes etc
- Used systems like Genesys, Quick Remit, Blue Zone, TCS, Innovis systems to answer the queries of the customers
- On an average managed 60-80 calls every day.
ICD Specialist (Initial CD Specialist)
Fairway Independent Mortgage
09.2021 - 03.2022
- Prepare Initial CD for customer and closer
- Scrub loan files prior to closing to confirm all necessary information received for closing
- Encompass 360 System.
Mortgage Closer
EMM Loans, LLC
08.2020 - 08.2021
- Research and audit loan closing files to obtain all required documentation prior to closing
- Putting together final CD figures for closing
- Communicate with Brokers/Attorneys/Processors/and Underwriters
- Team Player – White Glove Service
- Encompass 360 System.
Loan Processor
Mortgage Connect
10.2019 - 03.2020
- Mortgage Loan Processing – Escrow/Taxes/Insurance/Research.
Dormant Funds Escrow Specialist
Fidelity National Financial
06.2018 - 04.2019
- Extensive research to refund dormant escrow funds
- Escrow/Taxes/Insurance/Deposits/Research.
Post Closer
Mason Title & Escrow Company
03.2016 - 05.2018
- Post close loan files, document recording, binder deposits, loan closing
- Escrow/Taxes/Insurance/Research.
Marketing Director
Americas Choice Title Company
11.2015 - 03.2016
- Marketing to real estate companies within Duval/Saint Johns/Clay counties.
Relationship Manager
FFA Residential
06.2015 - 08.2015
- Marketing and loan closings in Duval/Saint Johns/Clay Counties.
Title Curative Specialist
DayMark
10.2014 - 06.2015
- Clear all REO title issues to prepare asset for sale.
Post-Closing Specialist / Title Specialist
American Home Bank/American Mortgage Express/Tucker Federal Mortgage
10.1999 - 10.2014
- Title research/post-closing
- Request and obtain title reports, Note, Mortgage and recorded documents to provide to investor
- Investor Reports
- Contact with attorneys, closing agents, underwriters and investors concerning outstanding documents Note/Mortgage/Title Report
- Scan and ship closed loan files to investor per investor guidelines
- Quality Control/Research/Customer Service/Compliance/Audit.
Education
High School Diploma -
Florida Community College
Skills
- Organized
- Detail oriented
- Professional
- Independent
- Proactive
- Personable
- Strong work ethic
- Ability to multi-task
- Florida Notary physical signings/loan closings
- Results-producing professional
- Expertise in directing the creation of business tools
- Solid leadership skills
- Adept at communicating with management
- Encompass 360
- Microsoft Office
- DataTrac
- Documentation Review
- Loan Documentation
- Loan Closing
- Loan auditing
- Customer Service
- Problem-Solving
- Attention to Detail
- Organizational Skills
- Analytical and Critical Thinking
- Analytical Thinking
- Document Review
- Loan Servicing
Localto
Ponte Vedra Beach, FL
Opentohybridwork
Jacksonville, FL
Personal Information
- Available: Immediate
- Work Permit: US Citizen
Certification
- Notary Public License - Florida Secretary of State or equivalent authority.
Timeline
Loan Counselor
Guild Mortgage Company
07.2024 - Current
Customer Service Rep
Freedom Mortgage
11.2023 - 03.2024
Contact Center Specialist – Credit Cards
TD Bank
08.2022 - 07.2023
ICD Specialist (Initial CD Specialist)
Fairway Independent Mortgage
09.2021 - 03.2022
Mortgage Closer
EMM Loans, LLC
08.2020 - 08.2021
Loan Processor
Mortgage Connect
10.2019 - 03.2020
Dormant Funds Escrow Specialist
Fidelity National Financial
06.2018 - 04.2019
Post Closer
Mason Title & Escrow Company
03.2016 - 05.2018
Marketing Director
Americas Choice Title Company
11.2015 - 03.2016
Relationship Manager
FFA Residential
06.2015 - 08.2015
Title Curative Specialist
DayMark
10.2014 - 06.2015
Post-Closing Specialist / Title Specialist
American Home Bank/American Mortgage Express/Tucker Federal Mortgage
10.1999 - 10.2014
High School Diploma -
Florida Community College