April Riley- Simpson
Easley,South Carolina
Summary
Aspiring professional eager to leverage exceptional customer service, administrative, data entry, and communication skills.
Overview
26
26
years of professional experience
Work History
Credit Card Specialist
TD Bank
Greenville, SC
03.2026 - 09.2026
- Assisted customers with inquiries about TD Bank credit card accounts, enhancing customer understanding and satisfaction.
- Reviewed customer applications for credit card approval.
- Assisted with card activation, replacement, and fraud-related service requests.
- Resolved payment disputes and processed billing adjustments, ensuring accuracy in bank systems.
- Delivered customer service aimed at one-call resolution, improving efficiency in handling customer issues.
- Followed strict policies and procedures to protect customer information and confidentiality.
- Monitored compliance with internal controls and government regulations.
Verbal Complaint Specialist III
New Rez Mortgage
Greenville, South Carolina
11.2022 - 10.2025
- I worked in several different departments at New Rez as part of the Process Improvement team. New Rez was still a fairly new company at the time, so my role involved going into each mortgage-servicing department to review their processes, identify gaps, and make sure everything aligned with investor guidelines. With my mortgage background and Six Sigma training, I was able to spot issues quickly, recommend improvements, and help departments stay compliant. It strengthened consistency across the company and ensured we were meeting investor expectations.
- Handled homeowner calls, facilitating communication between clients and company., consistently meeting established SLAs.
- Identified root causes of issues and implemented action plans to resolve them effectively.
- Completed actions to resolve disputes on accounts.
- Maintained and updated verbal complaints database for accurate tracking and reporting.
- Conducted detailed research on loan history to ensure accuracy., documentation, and policies to ensure operational teams follow required procedures.
- Performed thorough process analysis to identify areas for improvement and optimization, utilizing Lean Six Sigma methodologies and automation tools.
Inquiry Team Specialist
New Rez Mortgage
Greenville, South Carolina
06.2019 - 01.2022
- Created and implemented partial release process, overseeing the department until resolution of all workflow and compliance issues. Coordinated communication among surveyors, title companies, closing attorneys, contractors, customers, county officials, and vendors.
- Designed partial release workflow and led department through process improvements until resolution of outstanding issues. Coordinated communication among surveyors, title companies, closing attorneys, contractors, customers, county offices, and vendor. Submitted finalized information through corporate portal, requested updated plat maps and selling agreements, ensured system accuracy, and delivered required documents to closing attorney.
- The client begins the process by submitting a request in writing to the mortgage company.
- After the borrower submits a written request, the mortgage company issues a partial release package outlining the documents needed to proceed. This package requests items such as the survey, legal description, appraisal, title report, and any supporting documentation related to the land being sold, subdivided, or transferred.
Loss Mitigations Specialist
New Rez
Greenville, South Carolina
06.2019 - 06.2020
- Loss Mitigation options included repayment plans, forbearance, loan modifications, partial claims, short sales, and deed-in-lieu. My role was to guide borrowers through these options, ensuring they understood each one and helping them choose the solution that best supported long-term success while minimizing loss for the investor.
- The borrower pays the regular payment Plus an agreed-upon amount each month until they're caught up. Outlined terms and conditions for forbearance agreements to provide temporary payment relief. Guided borrowers through the loan modification process, helping them understand the benefits of altering loan terms. Explained partial claim options to borrowers, detailing how to use FHA assistance to catch up on payments. Managed short sale processes, coordinating with all parties to facilitate the sale of properties for less than owed. Assisted borrowers in executing deed-in-lieu of foreclosure agreements, ensuring understanding of implications and processes.
- Coordinated communication among underwriters, appraisal and title vendors, attorneys, and customer service teams to ensure smooth workflow, accurate documentation, and timely completion of loss mitigation processes.
- Focused on preventing foreclosure by identifying optimal solutions for delinquent borrowers while safeguarding investor financial interests.
- Reviewed financial statements, tax returns, credit reports, and collateral valuations to assess borrower eligibility and recommend suitable loss mitigation workout options that align with their financial situation.
- Implemented a temporary pause or reduction in payments due to hardship. Used for short-term issues like medical leave or job loss.
- The terms of the loan are permanently changed to make the payment affordable. This may include: Lowering the interest rate. Extending the loan term. Capitalizing arrears. Using programs like the Affordable Modification Program (A-MOD) HUD advances funds to bring the loan current, and the borrower repays HUD later. The borrower sells the home for less than the amount owed, with investor approval. The borrower voluntarily transfers the property to the investor to avoid foreclosure.
Assumptions Specialist
New Rez
Greenville, South Carolina
11.2017 - 06.2019
- Educated myself on current and delinquent assumption processes, creating comprehensive procedures for the assumptions team. Developed workflow, documented process, and established guidelines for consistent review, processing, and submission of assumption packages to investor.
- Oversaw collection, review, and processing of all documents required for assessment, ensuring the package was complete, accurate, and compliant with investor guidelines before submission. This ensured timely forwarding to a qualified underwriter for final approval.
- Managed assumption requests for mortgage transfers due to divorce, inheritance, co-borrower changes, and other family-related ownership changes, facilitating seamless transitions for borrowers.
- Reviewed financial documents to assess loan approval eligibility. (income, credit, DTI) to determine whether the loan will be approved or denied
- Prepared legal and closing documents in coordination with the in-house vendor. by our in house vendor
- The existing loan has a lower interest rate than current market rates
- Facilitated property transfer processes due to changes in ownership circumstances. due to death, marriage, or separation
- Identified loan types that permit assumptions based on investor guidelines. The ones that typically do: FHA loans, VA loans, USDA loans. Some portfolio loans depending on investor rules
- Conventional loans (Fannie/Freddie) usually do not allow assumptions unless under special circumstances.
Business Process Improvement Specialist
New Rez Mortgage
Greenville, South Carolina
10.2015 - 11.2017
- Led process improvement initiatives by implementing updated procedures for partial releases and easements, enhancing operational efficiency.
- Collaborate with investors, title companies, real estate agencies, appraisers, and borrowers throughout the partial release process.
- Evaluate and approve partial release packages prior to submission.
- Collected and verified all required supporting documentation to ensure borrower eligibility for partial releases, facilitating timely approvals.
- Review appraisals, title reports, surveys, and legal property descriptions to ensure accuracy and compliance.
- Apply knowledge of Government-Sponsored Enterprise (GSE) guidelines, including FHA, VA, TILA, and USDA requirements.
- Utilize ALLREGS to research and confirm regulatory and investor guidelines.
- Submitted requests to vendors for creating partial release agreements for preparation of partial release agreements.
Tax Specialist
New Rez Mortgage
Greenville, South Carolina
11.2011 - 10.2015
- Worked as a Tax Specialist to review and update tax lines, submit payee requests, coordinate with counties and vendors, and process all property tax payments accurately and on schedule.
- Coordinated with counties, tax offices, and third-party vendors to verify tax amounts, due dates, and billing accuracy, enhancing overall tax compliance.
- Processed property tax payments and ensured they were completed accurately and on schedule to prevent penalties or tax sales.
- Researched delinquent tax accounts, corrected discrepancies, and updated servicing systems to ensure compliance with regulatory requirements.
- Monitored tax bills, tracked critical deadlines, and ensured timely disbursements for escrow loans.
- Submitted tax payee requests and maintained correct payee information for counties and municipalities.
- Communicated with borrowers regarding tax questions, escrow shortages, and payment status in a clear and supportive manner.
Team Lead Loss Mitigation
Branch Banking and Trust Company
Greenville, South Carolina
06.2009 - 11.2011
- Responded to customer inquiries regarding home loans, ensuring accuracy and professionalism to enhance customer satisfaction.
- Identified customer needs and delivered tailored information that aligned with homeowner expectations, fostering trust.
- Deliver best-in-class customer service during every interaction to build trust and satisfaction.
- Provide solutions that meet the needs of both customers and BB&T while maintaining compliance with company policies.
- Maintain established performance goals and quality standards.
- Researched and fulfilled customer requests efficiently, improving response time and thoroughness in service delivery.
- Processed customer transactions efficiently at point of sale. with precision and attention to detail.
- Participate in ongoing training to stay current on policies, procedures, and system updates.
Administrative Assistant
Ford Motor Credit
Greenville, South Carolina
07.2000 - 04.2009
- Coordinated calendar and schedule to optimize time management and ensure timely meetings.
- Managed email and correspondence to facilitate effective communication and timely responses.
- Meeting preparation and follow-up.
- Document preparation and proofreading.
- Workflow coordination.
- Data entry and record maintenance.
- Organized filing systems for digital and physical documents to improve retrieval efficiency.
Education
High School Diploma -
Wren High School
Piedmont, SC05-1994
Skills
- Credit analysis
- Underwriting expertise
- Application processing
- Payment processing
- Application reviews
- Loan servicing
- Compliance monitoring
- Regulatory compliance
- Process improvement
- Root-cause analysis
- Six Sigma methodology
- Attention to detail
- Document verification
- Team collaboration
- Customer service and communication
- Active listening
- Professionalism
Timeline
Credit Card Specialist
TD Bank
03.2026 - 09.2026
Verbal Complaint Specialist III
New Rez Mortgage
11.2022 - 10.2025
Inquiry Team Specialist
New Rez Mortgage
06.2019 - 01.2022
Loss Mitigations Specialist
New Rez
06.2019 - 06.2020
Assumptions Specialist
New Rez
11.2017 - 06.2019
Business Process Improvement Specialist
New Rez Mortgage
10.2015 - 11.2017
Tax Specialist
New Rez Mortgage
11.2011 - 10.2015
Team Lead Loss Mitigation
Branch Banking and Trust Company
06.2009 - 11.2011
Administrative Assistant
Ford Motor Credit
07.2000 - 04.2009
High School Diploma -
Wren High School