Betsy Van Santos
1406 E 850 N Tooele,UT
Summary
Multi-talented loan processing professional versed in customer service and bank standards. Excellent communicator and decision-maker with a strong eye for detail and a proactive nature.
Overview
5
5
years of professional experience
Work History
Market Place Loan Processor
Lendio
Lehi, Utah
06.2022 - 01.2024
- Communicated with customers via telephone or email to obtain additional documentation required for loan processing.
- Analyzed loan applications and supporting documents to determine eligibility for approval.
- Explained the various types of loans available and advised on the best product suited for customer's needs.
- Submitted loan applications to underwriting department for review and approval process.
- Monitored progress of each loan application from start to finish ensuring timely completion.
- Assisted borrowers with questions regarding their loans after closing.
- Updated customers regularly on status of their loans throughout the processing period.
- Researched escalated problems related to loan processing activities.
- Adhered strictly to company policies when completing tasks associated with loan processing duties.
- Identified potential issues in loan files and worked with team members to devise solutions.
Customer Service Representative
Health Care Gov
Sandy , UT
05.2022 - 05.2023
- Assisted customers in selecting appropriate insurance policies to meet their needs.
- Drafted and processed policy changes, cancellations and renewals as requested by customers.
- Provided advice to clients on coverage options, riders, endorsements and other policy-related matters.
- Informed customers of the different types of insurance available and explained associated fees and costs.
- Resolved customer complaints in a professional manner while adhering to company guidelines.
- Educated clients on proper use of insurance products, including filing claims procedures.
- Maintained accurate records of customer information using company database systems.
- Analyzed client data such as age, income level, assets and liabilities to determine appropriate coverage levels.
- Responded to customer inquiries and problems to promote great service.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Explained coverage options to potential policyholders, answering questions or concerns.
Senior Agent
Doterra Essential Oils
Pleasant Grove, Utah
03.2019 - 08.2022
- Provided technical support to customers experiencing difficulties with products or services.
- Resolved escalated customer complaints by providing solutions that were satisfactory to both parties involved.
- Developed strategies for improving customer experience through better communication and problem-solving techniques.
- Identified opportunities for cross-selling products or services based on customer needs.
- Responded promptly to customer service calls and inquiries from diverse groups of individuals.
- Delivered excellent service via inbound and outbound calling efforts, meeting established minimum targets.
- Evaluated and identified opportunities to drive process improvements, positively impacting customer experience.
- Utilized CRM systems to track client interactions and progress.
Education
Some College (No Degree) - Health Administration
University of Phoenix
Salt Lake City, UTSkills
- Employment Verification
- Interpersonal Communication
- File Management
- Financial Data Analysis
- Escrow Account Management
- Dedicated Work Ethic
- Attention to Detail
- Loan Servicing
- Teamwork and Collaboration
- Customer Service
- Document Review
- Information Verification
- Application preparation
- Policy Adherence
- Documentation
- Reviewing financial paperwork
- Bi-lingual translation (Spanish)
Affiliations
- Travel
- Gardening
- Sports
- Concerts
- Yoga
- Music
- Love animals
Accomplishments
Awards :
- Achievement in Leadership
- Customer Service example of Upsells
- Certificate of recognition Best Solution for Customers
- Top Adherence & After Calls
- Most Valuable Player
- Top Performer
Timeline
Market Place Loan Processor
Lendio
06.2022 - 01.2024
Customer Service Representative
Health Care Gov
05.2022 - 05.2023
Senior Agent
Doterra Essential Oils
03.2019 - 08.2022
Some College (No Degree) - Health Administration
University of Phoenix
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