Casandra Butcher

• Identified low - risk vendors and set up favorable contracts.
• Answered questions and assisted internal sales team with potential new vendors requests, to include; NDA agreement, company information packet, questionnaires and platform performance data.
• Set and consistently met timeframe goals for delivering requested contracts and information to potential and current clients from internal sales team.
• Met goals by offering excellent customer service, both to internal staff as well as external vendors.
• Maintained accurate records for each vendor as required by state and federal regulations.
• Demonstrated strong organizational and time management skills while managing multiple projects.

Risk Management Clerk - cross trained, backup function

• Assists both Compliance and Quality Control divisions of Risk Management and does projects as needed.
• Allocation of new applications as come in, to include but not limited to:
• Monitor email notifications from application portal
• Review online applications.
• Make initial applicant contact by phone within 2 business hours of application receipt.
• Create profile in Customer Relationship Management software.
• Enter data into various spreadsheets.
• Ensure applications are allocated evenly among Application Processors.
• UWM liaison and status tracking regarding “UWM Referred” Broker applicants.
• Monitor applications status general email inbox and voicemail; assign to Compliance Specialists or New Membership Specialists as appropriate for response.
• Application volume tracking and communication to Executive Admin weekly.
• NCRA 3rd party tracking and reporting.

Compliance Specialist

• Performed quality control reviews of all new member applications to check adherence with federal and state regulatory requirements.
• Maintained current knowledge of New Member onboarding and applicable requirements, processes, procedures, internal policies and regulations.
• Identified deficiencies, discrepancies, misinformation and compliance issues with new member application documentation in order to determine ineligibility or acceptance status as new members of Advantage Credit Inc.
• Used Salesforce and DocuWare to create reports to keep senior management informed of operations and progress of compliance efforts.
• Established and cultivated productive relationships with new Applicants, Third Party Inspection Companies and Credit regulatory bodies.
• Supported Risk Management and other departments within company by pitching in to complete special projects.

• Adapted reports, disseminated data and reported to Supervisors and Managers weekly. Alerting them of current metrics performance for each processor, common errors, and possible training opportunities and improvements needed to maintain high standards of each function in Purchase Fund Department.
• Identified areas of development and training that needed updated or improved upon for processors based on report data to promote efficiency, maximize performance and meet production goals.
• Resolved issues quickly to maintain productivity goals.
• Participated in cross-functional team-building activities.
• Skilled at working independently and collaboratively in team environment.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

Administrative Assistant

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
• Generated reports and typed letters in Word and prepared PowerPoint presentations.
• Coached new employees on administrative procedures, company policies and performance standards.
• Restocked supplies and placed purchase orders to maintain adequate stock levels. Managed Access databases converting complex data into easy-to-interpret data.
• Organized weekly staff meetings and logged minutes for corporate records.

Mortgage Processor - Purchase Fund Channel

• Reviewed and validated details of loan applications and closing documentation.
• Set up, stored and updated customer files, department records and regulatory paperwork.
• 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.
• Checked daily reports each morning to identify priorities or issues for escalation to supervisor.
• Handled any conditions sent from underwriting departments.
• Received on-going, comprehensive training on home loan products and mortgage process.
• Maintained compliance with privacy and security requirements, as well as federal statutes covering Conventional, FHA, USDA, VA and Adjustable Rate mortgage loans.
• Processed mortgage loan applications accurately and successfully for over 6 years

• Presented clear, organized data in graphs, charts, tables and written reports.
• Collected samples during production and tested randomly to determine in-process product quality.
• Created and executed system and integration test scripts.
• Developed and implemented processes and procedures to improve and measure quality of work being performed by employees.
• Monitored production operations for compliance with specifications and promptly reported defects.
• Identified and helped resolve production problems, increasing output while reducing errors.
• Collaborated with Technical Support teams to increase productivity of production teams 85%.
• Liaised between production and quality assurance departments to streamline processes and increase daily productivity.
• Supervised production workers to identify areas in need of improvement for high-quality production.

Call Floor Supervisor

• Coached employees and trained on methods for handling various aspects of technical support, complicated issues and difficult customers.
• Trained team members in successful strategies to meet operational and resolution targets.
• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
• Reduced employee turnover with hands-on leadership and coaching.
• Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
• Met with management to discuss work plans and develop enhancements and strategies to achieve operational objectives.
• Trained team members in successful strategies to meet operational and performance targets.
• Held daily, weekly and monthly team meetings to gain feedback, provide updates and set policies.
• Managed schedule for 30 - 100 team members with focus on effective coverage of incoming call queue and specific Internet Service Provider emergency outage queues as needed.

Customer Service/Technical Support Representative

• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Configured hardware, devices and software to set up work stations for employees.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Helped streamline repair processes and update procedures for support action consistency.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Maintained energy and enthusiasm in fast-paced environment.
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Provided customer service and technical support at inbound call center, maintaining 85% resolution rate while taking approximately 50 plus calls from customers per shift.