Chancey Couser
Sharon,SC
Summary
Dedicated and results-driven professional with a proven track record in communication, mortgage lending, pipeline management, collections, and customer service. Seeking a growth-oriented position that capitalizes on my skills to drive company success, uphold exceptional customer service standards, and contribute to continuous improvement. Adept at analyzing complex situations, negotiating solutions, and providing unparalleled support to internal and external stakeholders. Committed to delivering outstanding results, fostering teamwork, and exceeding expectations in a dynamic business environment.
Overview
12
12
years of professional experience
Work History
Consumer Loan Collection Specialist
OneMain Financial
03.2024 - Current
- Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Achieved performance goals on consistent basis.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved timely resolution of delinquent accounts by maintaining open communication lines with clients and diligently following up on payment promises.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
Billing Specialist
Spectrum
11.2022 - 07.2023
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Strengthened client relationships through effective communication regarding billing issues and concerns.
- Implemented dispute resolution protocols that resulted in faster resolution times while preserving positive business relationships with clients.
Mortgage Loan Closer
Prosperity Home Mortgage
09.2021 - 08.2022
- Communicated closely with inter-company staff members to promote quick and effective loan workflow.
- Provided highest level of service and support to customers, closing agents and realtors.
- Reviewed mortgage documents for accuracy, which included title abstract, insurance forms, property taxes, and closing disclosures.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Reviewed loan files and updated to match current standards.
- Worked with underwriters to correct application problems and resolve issues.
- Fielded customer complaints and provided solutions.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Evaluated loan requests and documents to verify accuracy and completeness.
Senior Mortgage Loan Closer
Wells Fargo
01.2013 - 08.2019
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Checked loan documents for accuracy prior to closing.
- Negotiated loan terms and conditions with clients to maximize profitability.
- Reviewed loan files and updated to match current standards.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
- Monitored pipelines to track and log status of loans.
- Assessed loan portfolios for compliance with underwriting policies.
- Compiled closing packages for drafting and presentation accuracy.
- Supervised loan personnel and motivated to maintain customer service and performance standards.
- Verified closing final disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers’ bottom-line cost.
- Reviewed executed closing documents to ensure all signatures and notary stamps were accurate for disbursement. I would then setup the wire transfer for the disbursement date.
- Communicated with title company on the disbursement date to confirm the correct wire amount was received and all stipulations were satisfied.
- Maintained a comprehensive understanding of evolving mortgage laws and guidelines, ensuring the organization''s continued ability to provide exceptional service in an increasingly complex regulatory environment.
- Assisted management team in developing new strategies for streamlining loan closing processes while maintaining compliance with industry standards and regulations.
Education
High School Diploma -
Northwestern High School
Rock Hill, SC06.2009
Skills
- Document Review
- Loan Processing
- Document analysis
- Payment Collection
- Collections processing
- Account Management
- Debt Negotiation
- Payment Arrangement
- Repayment plan structuring
- Billing Procedures
Timeline
Consumer Loan Collection Specialist
OneMain Financial
03.2024 - Current
Billing Specialist
Spectrum
11.2022 - 07.2023
Mortgage Loan Closer
Prosperity Home Mortgage
09.2021 - 08.2022
Senior Mortgage Loan Closer
Wells Fargo
01.2013 - 08.2019
High School Diploma -
Northwestern High School
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