ASHISH JHA
Boulder,CO
Summary
Tireless, well-organized Customer Advocate determined to resolve customer concerns to complete satisfaction. Balances company requirements against customer needs. Highly professional and courteous in all interactions.
Overview
8
8
years of professional experience
Work History
Customer Advocate
Freedom Mortgage Corporation
Remote, CO
08.2021 - Current
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Listened to customers in actively to assess issues and provide accurate information.
- Accessed multiple databases to investigate customer questions and concerns.
- Contacted outside providers on behalf of customers to help solve problems.
- Analyzed customer research to develop product and service recommendations and pitch to management.
- Led efforts to pursue creative methods to gather and interpret customer perspectives, partnering with senior management in product, strategy and IT initiatives.
- Attended meetings to represent interests and perspective of company's customer base.
- Utilized feedback in guiding hosting of data files to transport data.
- Conducted analysis to address customer preferences and feedback for value-added electronic data interchange start-up corporation.
- Gathered and interpreted stakeholder feedback to shape design solutions to meet business and consumer needs.
- Conducted research on customer preferences, impressions and overall satisfaction with products and service.
- Used SaaS to maintain records of filed complaints and results, as well as other customer service department data.
- Created, articulated and championed vision and standards for user experience.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Answered average of 50+ calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Communicated professionally with colleagues, freelancers and clients.
- Promptly responded to inquiries and requests from prospective customers.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Effective liaison between customers and internal departments.
- Cross-trained and provided back up for customer service managers.
- Trained staff on operating procedures and company services.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Cross-trained and backed up other customer service managers.
- Attended meetings to represent interests and perspective of company's customer base
- Answered as many as 25+ calls each day focused on answering customer questions and resolving issues
Senior Mortgage Loan Processor
Flagstar Bank
Remote, CO
04.2021 - 08.2021
- Review initial loan approval and work with borrower to gather appropriate documentation
- Compliance with Mortgage Lending
- Analyzing the ATR, Creditworthiness
- Collect all required documentation for the loan package
- Create a loan submission package for the Underwriting department by verifying client income, credit reports, Appraisal, Title, and other information
- Submit files to assigned Underwriter & satisfy all conditions when received from Underwriter
- Ensure loan approvals falls within the established lending guidelines (HMDA,
- TRID, DU, LP)
- Communicate with other professionals, Loan Officers, Underwriter, including attorneys, Closing officers, county clerks and title companies
- Actively managing pipelines of 60/65 files on monthly basis, Funded over 30/35 loan files in a month
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Prepared file for final clear-to-close by branch management.
- Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Communicated with originator and applicant concerning progress of loan file.
- Checked daily reports each morning to identify priorities or issues for escalation to supervisor.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Handled any conditions sent from underwriting departments.
- Set up and completed loan submission packages.
- Received on-going, comprehensive training on home loan products and mortgage process.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Interviewed clients regarding loan needs and financial histories and conveyed information regarding application processes.
- Maintained compliance with privacy and security requirements, as well as federal statutes covering loans.
- Completed denial and cancellation procedures on applicable files.
- Coordinated closing process with attorneys, title companies and government clerks.
- Evaluated approvals against established bank and government lending standards.
- Oversaw file input in mortgage software and grant-specific software.
- Reviewed and validated details of loan applications and closing documentation.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Set up, stored and updated customer files, department records and regulatory paperwork.
- Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Assessed customer account histories to determine previous compliance with payment plans and loan terms.
- Filed completed loan applications with underwriting and made approval or denial recommendations.
- Produced and submitted completed loan packages to title and escrow professionals.
- Consulted with outside vendors to identify and resolve loan closing issues.
- Conducted pre-funding and funding activities for over 65+ monthly applications.
Mortgage Loan Processor
NewRez LLC
Remote, CO
10.2020 - 04.2021
- Review initial loan approval and work with borrower to gather appropriate documentation
- Compliance with Mortgage Lending
- Analyzing the ATR, Creditworthiness
- Collect all required documentation for the loan package
- Create a loan submission package for the Underwriting department by verifying client income, credit reports, Appraisal, Title, and other information
- Submit files to assigned Underwriter & satisfy all conditions when received from Underwriter
- Ensure loan approvals falls within the established lending guidelines (HMDA,
- TRID, DU, LP)
- Communicate with other professionals, Loan Officers, Underwriter, including attorneys, Closing officers, county clerks and title companies
- Actively managing pipelines of 60/65 files on monthly basis, Funded over 30/35 loan files in a month
Loan Representative
FirstBank
Boulder, CO
01.2018 - 07.2020
- Review initial loan approval and work with borrower to gather appropriate documentation
- Collect all required documentation for the loan package
- Create a loan submission package for the Underwriting department by verifying client income, credit reports and other information
- Submit files to assigned Underwriter & satisfy all conditions when received from Underwriter
- Ensure that approvals fall within the established lending guidelines (HMDA,
- TRID)
- Communicate with other professionals, including attorneys, county clerks and title companies
- Managed over 45 loan files on daily & monthly basis
- Successfully closed average of 30+ loans per month
Loan Officer
Sangini Saving & Credit Co. Ltd
Kathmandu, Nepal
11.2012 - 04.2017
- Compiled database of loan applicants' credit histories, corporate financial statements, and other financial information
- Recommended loan approvals and denials based on customer loan application reviews
- Created strategies to develop and expand existing customer sales, which resulted in 12% increase in annual sales
- Successfully closed average of 40+ loans per month
- Assisted senior-level credit officers with complex loan applications
- Originated, reviewed, processed, closed and administered customer loan proposals
- Reviewed and edited loan agreements to promote efficiency and accuracy
- Developed and maintained relationships with local real estate agents
- Closely monitored performance of current portfolio of specialty loans and made changes to achieve performance targets
- Maintained friendly and professional customer interactions
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
Education
Bachelor of Business Studies - Account & Finance
Tribhuvan University
Kathmandu, Nepal10.2009
Skills
- Multitasking and Prioritization
- Data Entry and Maintenance
- Issue and Complaint Resolution
- Courteous with Strong Service Mindset
- Verbal and Written Communication
- Creative Problem Solving
- Customer Retention Strategies
- Proactive Self-Starter
- Salesforce CRM
- Renewal Opportunities
- Team Building
- Brand Enhancements
- Training And Mentoring
Languages
Hindi
Native or Bilingual
Nepali
Native or Bilingual
Timeline
Customer Advocate
Freedom Mortgage Corporation
08.2021 - Current
Senior Mortgage Loan Processor
Flagstar Bank
04.2021 - 08.2021
Mortgage Loan Processor
NewRez LLC
10.2020 - 04.2021
Loan Representative
FirstBank
01.2018 - 07.2020
Loan Officer
Sangini Saving & Credit Co. Ltd
11.2012 - 04.2017
Bachelor of Business Studies - Account & Finance
Tribhuvan University
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