AUTUMN DYER
Spring
Summary
Customer Service Supervisor with expertise in leading teams to deliver exceptional customer experiences and resolve complex issues. Proven track record of enhancing team productivity and customer satisfaction through effective service protocols. Strong problem-solving and leadership skills drive continuous improvement in service delivery.
Overview
11
11
years of professional experience
Work History
Debt Specialist
National Debt Relief
Remote
2024.11 - Current
- Collaborated with delinquent account holders to collect and reconcile accounts through approved channels.
- Ensured adherence to FDCPA regulations while maintaining confidentiality during collections.
- Guided clients on budgeting, credit score enhancement, and debt repayment strategies.
Desk Adjuster
American Family Insurance
Remote
2024.01 - 2024.11
- Investigated and processed insurance claims, applying relevant policy coverage and settlement procedures.
- Communicated with policyholders, witnesses, and experts to collect information for complex claims resolution.
- Negotiated settlements while collaborating with internal teams to manage challenging claims effectively.
- Delivered exceptional customer service to ensure prompt claims resolution.
Prepaid Services Supervisor
US Bank
Remote
2022.06 - 2024.01
- Ensured compliance with internal policies and regulatory requirements within customer service operations.
- Supervised team addressing escalated customer issues and provided guidance on procedural resolutions.
- Monitored workflows to meet compliance deadlines and maintained precise records.
- Resolved customer complaints promptly, enhancing overall customer satisfaction.
Business Control Specialist
PennyMac Loan Services
Dallas
2021.09 - 2022.03
- Acted as a compliance subject matter expert to develop and communicate key policy updates
- Conducted compliance reviews to ensure adherence to regulatory standards and internal policies
- Understood compliance and key regulations to positively influence business operations
- Managed business filings and audit preparations by providing strategic solutions to issues identified during QC audits and third-party findings
- Assisted leadership in developing mitigation plans for regulatory risks
Licensed Loan Processor
NRL Mortgage
Houston
2020.04 - 2021.03
- Verified, compiled, and interpreted data to support mortgage loan requests, ensuring compliance with FHA, VA, and USDA guidelines
- Managed loan documentation, ensuring completeness and accuracy to meet regulatory requirements
- Collaborated with internal teams to maintain compliance and efficiency during audits and underwriting
Mortgage Loan Officer- Acting Team Lead
Mr. Cooper
Irving
2019.04 - 2020.04
- Ensured expertise management of loan pre-qualification to loan closing while maintaining production standards at minimum acceptable levels as set by management to enhance efficiency in loan management
- Ensured absolute compliance with company policy and government regulations among teams, which enhanced the quality maintenance of the organization
- Designed production reports for leads and sales contact, pipeline, and other pertinent sales activity reports
Loan Consultant
Caliber Home Loans
Irving
2018.11 - 2019.01
- Developed and originate loans and contacted borrowers through inbound and outbound calls to stimulate loan growth
- Designed and utilized various company's provided leads and marketing resources to meet minimum Submission to Processing (STP) volume goals
- Ensured efficient inputting of all borrower information into the 1003 (LOS) package to enhance proficiency in information management
- Provided proficient review and understanding of AUS findings in detail and ensured that support was given to borrower's documentation
Loan Officer Assistant
SMI Lending
Farmers Branch
2017.11 - 2018.06
- Served efficiently as the primary point of contact for clients while strategically ensuring clients were well informed throughout the process
- Ensured and achieved an accurate and thorough 1003 augment the execution of efficient services
- Provided adequate analysis of customer's credit and financial scenario, determining appropriate loan product(s) and obtaining accurate AUS findings
- Provided adequate information on initial 1003 and ensured disclosures to the customer according to regulations
- Provided sales promotion services through marketing to referral sources while generating leads and loan production
Underwriter Service Assistant
State Farm Insurance Inc
Richardson
2015.06 - 2017.09
- Processed high-volume policy changes in compliance with state laws and regulatory guidelines
- Responded to agent inquiries about policy billing and procedures while ensuring accuracy and timeliness
- Interpreted underwriting guidelines and assessed risks according to company policies.
Personal Financial Assistant
Intouch Credit Union
Little Elm
2014.05 - 2015.06
- Provided efficient, professional, and accurate service when supporting members and visitors with their transactions and requests
- Created debt management plans, spending plans and budgets to assist clients in meeting financial goals
- Advised clients on portfolio allocation and various investment types
- Ensured strict adherence to credit union policies and procedures, government rules and regulations, and vendor and security guidelines, which permeated compliance of the organization
Education
Navarro College
Corsicana, TXSkills
- Leadership and change management
- Effective communication
- Analytical thinking
- Microsoft Office proficiency
- Time management
- Customer service excellence
- Attention to detail
- Multitasking
Timeline
Debt Specialist
National Debt Relief
2024.11 - Current
Desk Adjuster
American Family Insurance
2024.01 - 2024.11
Prepaid Services Supervisor
US Bank
2022.06 - 2024.01
Business Control Specialist
PennyMac Loan Services
2021.09 - 2022.03
Licensed Loan Processor
NRL Mortgage
2020.04 - 2021.03
Mortgage Loan Officer- Acting Team Lead
Mr. Cooper
2019.04 - 2020.04
Loan Consultant
Caliber Home Loans
2018.11 - 2019.01
Loan Officer Assistant
SMI Lending
2017.11 - 2018.06
Underwriter Service Assistant
State Farm Insurance Inc
2015.06 - 2017.09
Personal Financial Assistant
Intouch Credit Union
2014.05 - 2015.06
Navarro College