Ariana Lewis
Waxahachie
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Mortgage Loan Originator
RHL Lending
08.2022 - Current
- Updated borrowers through each step of loan application, approval and closing processes while remaining attentive to customer needs.
- Explained different types of loans pertaining to client situations.
- Worked with underwriters to fix application problems and resolve issues.
- Prepared documents for customers, submitting and overseeing through each step of closing process.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
Customer Service Representative
LoanDepot
12.2021 - 08.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed over 40 customer calls per day
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Loss Mitigation Team Lead
PennyMac
04.2020 - 12.2021
- Evaluated pay stubs, credit history, tax information and bank statements for financial status.
- Explained legal aspects of loan to borrower, as well as payment terms and clauses.
- Enhanced training processes for both clients and departments to increase overall functionality.
- Assessed clients' financial data to determine loan suitability.
- Assisted with short sales and deed in lieu processes.
- Discussed property liquidation options with customers.
AR Billing Specialist
UnitedHealth Group
07.2019 - 04.2020
- Entered client details and notes into system for interdepartmental access and review.
- Conduct data entry and remittance posting and reconciliation activities.
- Release electronic files and resolve error reports.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Analyze and apply payments and denials to third party carriers in all media types.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
Lead CSR/Eligibility Analyst
Aetna
11.2015 - 07.2019
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
- Coordinated responses for key accounts, using business acumen and attention to detail to balance company and customer demands.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Bachelor of Science -
The University of Texas At Arlington
Arlington, TX12.2026
Skills
- Team Building
- Customer Account Management
- Upselling Products and Services
- Courteous with Strong Service Mindset
- Excellent Attention to Detail
- Issue and Complaint Resolution
- Upbeat and Positive Personality
- Critical Thinking
- Skilled in Microsoft Office
- Accounts Payable/Receivable
- Risk Management
Certification
- NMLS #2215781
Timeline
Mortgage Loan Originator
RHL Lending
08.2022 - Current
Customer Service Representative
LoanDepot
12.2021 - 08.2022
Loss Mitigation Team Lead
PennyMac
04.2020 - 12.2021
AR Billing Specialist
UnitedHealth Group
07.2019 - 04.2020
Lead CSR/Eligibility Analyst
Aetna
11.2015 - 07.2019
Bachelor of Science -
The University of Texas At Arlington
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