Annette Thomas
Corona,CA
Summary
Results-driven customer service and operations professional with over 20 years in mortgage servicing and banking. Expertise in loan documentation, data management, and issue resolution. Skilled in managing high-volume workloads, prioritizing responsibilities, and collaborating across departments to deliver timely solutions. Adaptable to new technologies and committed to maintaining confidentiality and accuracy in all tasks.
Overview
1
1
Certification
24
24
years of professional experience
Work History
Support Specialist Jr.
Automated Data Processing (ADP)
San Dimas, CA
10.2024 - Current
- Managed and resolved escalated customer issues by identifying root causes and coordinating solutions with internal product teams.
- Troubleshoot product and service issues while providing clear, accurate, and timely resolutions.
- Provide enterprise-level platform support to clients and workers by answering product and feature-related questions and collaborating with Customer Support teams.
- Built and maintained strong client relationships through effective communication via phone, email, and chat.
- Collaborated with multiple departments to resolve issues and ensure accurate implementation of client solutions.
- Perform high-volume data entry and assist with client data loading and conversion for ADP Wiseley solutions.
- Process client information in accordance with established guidelines, policies, procedures, and client requirements.
- Maintain a high level of accuracy, professionalism, customer service, and confidentiality while managing multiple priorities.
Collateral Specialist
Paramount Residential Mortgage Group
Corona, CA
03.2020 - 09.2023
- Reviewed 250+ mortgage loan documents to verify accuracy, completeness, and consistency with system data and processing requirements.
- Validated loan data and documentation to ensure accuracy and completeness before shipping collateral packages to third-party vendors.
- Processed, prioritized, and expedited inbound collateral packages to meet warehouse bank and investor requirements and established deadlines.
- Received and securely maintained mortgage loan documents while sorting, reconciling, scanning, and uploading to ensure compliance.
- Prepared and packaged collateral documents for timely shipment while meeting daily end-of-business deadlines.
- Coordinated with title companies and internal departments to obtain outstanding documentation and ensure complete and compliant collateral packages.
- Maintained accurate document tracking and communicated status updates with internal departments, title companies, and external vendors.
- Maintained document tracking system and provided status updates to internal departments, title companies, and external vendors.
Customer Engagement Specialist
Freedom Mortgage
San Dimas, CA
10.2015 - 11.2019
- Advocated for customers by resolving questions, concerns, and issues related to mortgage products and services.
- Maintained customer satisfaction by addressing concerns efficiently and identifying solutions based on individual customer needs.
- Provided professional customer support to internal and external customers through telephone and electronic communication.
- Enhanced customer satisfaction by efficiently addressing concerns and tailoring solutions to individual needs.
- Resolved conflicts and escalated complex or sensitive matters to management for further action.
- Collaborated with internal departments to facilitate timely resolution of customer issues.
- Coordinated with internal departments to expedite resolution of customer issues.
Relationship Consultant
Bank of America
Brea, CA
12.2007 - 10.2015
- Resolved complex and escalated customer issues regarding payments, credit cards, accounts, statements, and banking products, enhancing customer satisfaction.
- Addressed internal and external inquiries, researched account discrepancies, and delivered effective resolutions to improve customer trust.
- Provided exceptional customer service while maintaining accuracy, professionalism, empathy, and confidentiality.
- Managed 40-80 inbound and outbound customer calls daily in a high-volume call center environment.
- Identified opportunities to retain and deepen customer relationships, contributing to improved customer loyalty and retention.
- Communicated policy, procedure, and industry-related changes to customers and provided appropriate product and service solutions.
- Collaborated with team members and internal departments to resolve customer concerns and achieve business objectives.
Mortgage Servicing Specialist
Countrywide Home Loans
Orange, CA
10.2002 - 09.2007
- Analyzed escrow accounts to verify accuracy and compliance with applicable regulations and contractual requirements.
- Verified accuracy and compliance of escrow accounts with regulations and contractual requirements through detailed analysis.
- Facilitated communication among brokers, borrowers, lenders, and escrow agents to ensure timely loan processing and servicing.
- Prepared closing statements for buyer and seller review.
- Ordered payoff demands, HOA statements, evidence of insurance, and other required mortgage documentation.
- Processed incoming mail and distributed documentation to the appropriate personnel.
- Delivered professional customer service and administrative support while efficiently managing multiple priorities and deadlines.
Education
High school diploma or GED -
San Diego Community College
San Diego , CaSome college -
Associate's degree -
Skills
- Core Skills Customer Service & Client Support Mortgage Servicing & Loan Operations Loan & Collateral Documentation Document Management & Processing Data Entry & Data Validation Account Management Customer Issue & Escalation Resolution Compliance & Policy Procedures Quality Control & Document Review Email, Phone & Chat Support Cross-Functional Collaboration Problem Solving & Decision Making Administrative Support Time Management & Organization Confidential Information Handling High-Volume Transaction Processing Microsoft Office & Business Systems Encompass
- Enterprise platform support
- Product troubleshooting
- Client data loading
- Loan documentation
- Consistent in handling high-level confidential and diversity at all levels internally and externally according to designated rules, regulations, policies, and procedures
Personal Information
- Driving License: Driver's License
- Availability: Willing to relocate to: Rancho Cucamonga, CA - Murrieta, CA - Corona, CA
Certification
Driver's License, CDL
Timeline
Support Specialist Jr.
Automated Data Processing (ADP)
10.2024 - Current
Collateral Specialist
Paramount Residential Mortgage Group
03.2020 - 09.2023
Customer Engagement Specialist
Freedom Mortgage
10.2015 - 11.2019
Relationship Consultant
Bank of America
12.2007 - 10.2015
Mortgage Servicing Specialist
Countrywide Home Loans
10.2002 - 09.2007
High school diploma or GED -
San Diego Community College