Autumn Dyer
Spring,TX
Overview
10
10
years of professional experience
Work History
Desk Adjuster
American Family Insurance
01.2024 - Current
- Improved claim processing efficiency by streamlining workflows and implementing time-saving strategies.
- Implemented new software programs to streamline documentation processes, resulting in improved organizational efficiency.
- Provided training seminars for junior adjusters to improve their skills and understanding of company policies and procedures.
- Responded to customer inquiries, made appropriate decisions and closed files.
- Balanced competing priorities in a fast-paced environment, ensuring timely completion of all assigned tasks without compromising quality or attention to detail.
- Consistently met or exceeded performance metrics, demonstrating a strong commitment to excellence in desk adjusting work.
- Performed extensive research into policy coverage details for accurate application within each unique case scenario.
Contact Center Supervisor
US Bank
06.2022 - 01.2024
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Directed, guided, coached and mentored team of 14 agents and surpassed individual and corporate goals.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Managed scheduling, forecasting, and real-time adjustments to meet fluctuating call volume demands while maintaining service level targets.
- Monitored contact center metrics to identify trends, implement process improvements, and drive continuous improvement initiatives.
- Trained and coached team members on best practices for customer service and sales techniques.
Business Control Specialist
PennyMac Loan Services
09.2021 - 03.2022
- Created business reporting and compelling written presentations to articulate business strategies and objectives.
- Served as a trusted advisor to senior leaders, providing insights on strategic planning, risk mitigation strategies, and overall business performance evaluation.
- Implemented effective financial reporting systems, enabling data-driven decision making across the organization.
- Developed robust internal audit programs to assess the effectiveness of control frameworks in various departments.
- Conducted regular training sessions on risk management best practices for employees across all levels of the organization.
- Enhanced internal controls, ensuring compliance with regulatory requirements and industry standards.
- Analyzed data to identify root causes of problems and recommend corrective actions.
Loan Processor
NRL Mortgage
04.2020 - 04.2021
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Ensured accuracy of client information, verifying data collected during the application process and updating records as needed.
- Assisted clients in understanding complex financial documents required for completing their loan applications successfully.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Set up and completed loan submission packages.
- Assisted loan officers with origination and closing processes to fastrack procedures and promote teamwork.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Maintained compliance with federal, state, and company regulations through regular review of updated guidelines.
Mortgage Loan Officer
Nationstar Mortgage DBA Mr. Cooper
04.2019 - 04.2020
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Enhanced client retention by providing outstanding service throughout the mortgage process, from pre-approval to closing.
- Collaborated with underwriting and processing teams to resolve issues and expedite loan approvals.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Negotiated loan terms and conditions with clients to maximize profitability.
Loan Officer
Caliber Home Loans
10.2018 - 02.2019
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Ensured compliance with all federal and state regulations throughout the loan origination process.
- Negotiated loan terms to provide favorable outcomes for both customers and lenders.
Loan Officer Assistant
SMI Lending
11.2017 - 07.2018
- Coordinated with loan officers to optimize the pre-approval process, resulting in a smoother overall experience for clients.
- Answered inquiries and provided superior customer service to clients.
- Communicated with customers daily to request information and complete paperwork.
- Reduced processing time by maintaining an organized system for tracking outstanding documents and followups.
Underwriting Service Assistant
State Farm
06.2015 - 09.2017
- Collaborated with cross-functional teams to develop new underwriting guidelines and standards for consistent results.
- Managed a high volume of data entry tasks, maintaining exceptional attention to detail and accuracy within tight deadlines.
- Developed expertise in niche insurance products, supporting colleagues with specialized risk evaluations as needed.
- Organized workload efficiently using time management skills to meet or exceed productivity targets consistently.
- Processed policy changes promptly, resulting in increased customer satisfaction and retention rates.
- Responded to customer requests via telephone and email and effectively answered questions and inquiries.
Personal Banker
InTouch Credit Union
05.2014 - 06.2015
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Greeted guests in with friendliness and professionalism.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
Skills
- Coverage Verification
- Claims analysis
- Microsoft Office
- Workflow Management
- Caseload Management
- Quality Control
- Data Analysis
- Critical Thinking
- Decision-Making
Timeline
Desk Adjuster
American Family Insurance
01.2024 - Current
Contact Center Supervisor
US Bank
06.2022 - 01.2024
Business Control Specialist
PennyMac Loan Services
09.2021 - 03.2022
Loan Processor
NRL Mortgage
04.2020 - 04.2021
Mortgage Loan Officer
Nationstar Mortgage DBA Mr. Cooper
04.2019 - 04.2020
Loan Officer
Caliber Home Loans
10.2018 - 02.2019
Loan Officer Assistant
SMI Lending
11.2017 - 07.2018
Underwriting Service Assistant
State Farm
06.2015 - 09.2017
Personal Banker
InTouch Credit Union
05.2014 - 06.2015