Chandler Reid Williams
Roanoke
Summary
Results-driven professional with 13 years of experience in financial and mortgage inquiry resolution, customer relations, and team management. Proven track record of success in leading high-performing teams and resolving complex customer complaints.
Overview
18
18
years of professional experience
Work History
Insurance Broker/Agent
Symmetry Financial Group
03.2023 - 03.2024
- Worked with individuals and families to find tailored life insurance, mortgage protection, annuities, final expense, and retirement coverage
- Licensed broker in Texas, New Mexico, Virginia, Louisiana, and Ohio,
Customer Relations Senior Specialist, State/Federal Team
Mr. Cooper
01.2021 - 07.2022
- Led state/federal agency complaint resolutions, managing over 90% of written correspondence for conventional and reverse mortgage loans
- Collaborated with Attorney Generals, state and federal mortgage regulators, HUD, and U.S
- House Representatives Offices
- Served as Subject Matter Expert (SME) for Mr
- Cooper's Military and Servicemembers Civil Relief Act (SCRA) customers
Customer Relations Manager
Mr. Cooper
01.2019 - 03.2021
- Directly managed a team of 10+ Customer Relations Specialists, overseeing an account portfolio of 600-800 accounts
- Trained employees to investigate customer complaints and respond to regulatory agencies
- Conducted interviews and hiring processes for new team members
Customer Relations Specialist, State/Federal Team Lead
Mr. Cooper
11.2012 - 12.2018
- Resolved state/federal agency complaints for conventional and reverse mortgage loans
- Led monthly conference calls with state agencies and maintained account spreadsheets
Loss Mitigations/Bankruptcy Specialist
Mr. Cooper
06.2011 - 10.2012
- Worked with customers in default or bankruptcy to mitigate delinquency through payment assistance plans and investor options
Landscaping Crew Lead, Lubbock ISD
Sodexo Services
05.2008 - 05.2011
- Managed a landscaping crew of 5-7 people across 25 school facilities
- Coordinated event and tournament support
Customer Service Center Manager
United Parcel Service (UPS)
05.2006 - 05.2008
- Managed the UPS Customer Service Center and business account services
- Assisted customers with packaging, shipping, and product selection
Education
Bachelor of Science - Health and Exercise Sport Science, English
Texas Tech University
Lubbock, TX05-2008
High School Diploma -
Panhandle High School
Panhandle, TX05-2003
Skills
- Mortgage/Financial Investigation
- Customer Relations/Service
- Team/Account Management
- Complaint Resolution
- Mechanically Minded
Timeline
Insurance Broker/Agent
Symmetry Financial Group
03.2023 - 03.2024
Customer Relations Senior Specialist, State/Federal Team
Mr. Cooper
01.2021 - 07.2022
Customer Relations Manager
Mr. Cooper
01.2019 - 03.2021
Customer Relations Specialist, State/Federal Team Lead
Mr. Cooper
11.2012 - 12.2018
Loss Mitigations/Bankruptcy Specialist
Mr. Cooper
06.2011 - 10.2012
Landscaping Crew Lead, Lubbock ISD
Sodexo Services
05.2008 - 05.2011
Customer Service Center Manager
United Parcel Service (UPS)
05.2006 - 05.2008
Bachelor of Science - Health and Exercise Sport Science, English
Texas Tech University
High School Diploma -
Panhandle High School
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