Bryan Triplett

Mortgage

• Researched customer’s mortgage credit disputes received by letter and email using various internal & external systems.

• Composed and mailed response letters to customers, addressing mortgage credit disputes with clarity.

• Researched and processed internal work request for customer’s mortgage accounts using various internal & external systems.

• Composed and mailed response letters to customer’s to address their dispute.

Submitted updates to the credit bureaus using E-Oscar.

• Updated internal systems

• Contributed to correction projects

• Reviewed and updated procedures to enhance clarity and efficiency in dispute resolution.

• Collaborated with retail bankers, mortgage officers, and internal partners to enhance service delivery.

• Troubleshoot issues with Bankers and propose issue resolution.

• Research issues for Bankers and customers by working closely with back office, peers and utilizing all available

resources.

• Work with back office partners to resolve complex issues.

• Enhanced client satisfaction by maintaining high service quality.

• Explained policies and procedures to customers, reducing return calls and escalations.

• Supervised multiple cleaning teams to ensure quality and consistency across services.

• Coordinated transportation logistics for cleaning teams to optimize site access and timeliness.

• Maintained cleanliness at diverse sites, contributing to overall customer satisfaction and property upkeep.

• Cleaned various sites

• Established payment arrangements for past due accounts to facilitate timely recovery.

• Conducted follow-ups with customers to confirm adherence to payment arrangements.

• Processed payments for bad checks.

• Performed customer follow ups to ensure payment arrangements are kept.

• Executed light skip tracing tasks to find customers with missing contact details to locate customer’s with outdated contact information.

• Supervised telemarketing team to enhance performance and achieve sales targets.
• Developed training programs to improve agent efficiency and customer engagement.
• Analyzed call metrics to identify trends and optimize telemarketing strategies.
• Implemented quality assurance processes to ensure compliance with company standards.