Charnell Brock
Irving,TX
Summary
Efficient and reliable mortgage professional with over 16 years’ Experience as part of a team supporting both ordination and loan servicing. Proficient in prioritizing and completing tasks in a timely manner yet flexible to multi task when nessacary Customer focused with experience in mortgage based processing software application such as MSP, ECM, Empower and Document imaging manager.
Overview
13
13
years of professional experience
Work History
Customer Service Specialist
Nesco Resource
09.2022 - 02.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained and managed customer files and databases.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
- Tracked customer service cases and updated service software with customer information.
Funding Assistant
CMG Mortgage
02.2021 - 06.2022
- Assisted Funder(s) in day-to-day operations related to closings
- Review funding document/ packages for completed of required documents and accuracy of documents per each bank guidelines
- Reached out to funders if corrections was needed
- Submitted complete funding package to warehouse once verified
- Deactivate closed loans in credit plus.
Mortgage Specialist
Bank Of America
01.2019 - 02.2021
- Index reporting QC-Reviewed wall street journal and all others for daily rates, special
- Check ALS with updates for that day to reflect the new rate and the effective to and from dates
- Changed and updated margins, placed stop codes on loans that draw periods has expired
- Input rates and dates in MSP, then advised MSP was ready for 2nd check completion
- Researched customers complaints then research completion of complaint and to assure complaint was resolved
- Waived annual fees in MSP
Sr Loan Coordinator
Capital One
08.2015 - 09.2019
- Oversaw electronic and manual boarding of residential mortgage loans into Mortgage serving platform(MSP)
- Verified and reviewed the loan data that was transferred to MSP for accuracy
- Coordinated mapping data from originations platform Empower to MSP
- Reviewed loan closing documents to assure loan documents signed by customers was accurate to what was transferred on to the servicing platform.
Loan Servicing Specialist
Fannie Mae
05.2014 - 09.2015
- Verified High volume documents, reviewed and updated data base
- Performed due diligence on customers inquiries thru oral and written communication
- Researched and resolved customers Complaints.
Customer Care Research Specialist
Chase Bank
06.2010 - 12.2013
- Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations
- Resolved concerns with products or services to help with retention and drive sales
- Took ownership of customer’s issues to follow problems through to resolution
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
Education
High School Diploma - undefined
Westside High School
01.1991
Skills
- Leadership
- Great Written and Interpersonal Communication
- Analytical and Critical Thinking, also Great at problem solving
- Multitasking Abilities
- Active Listening
- Dependable and Responsible
- Great at Teamwork and Collaboration
Timeline
Customer Service Specialist
Nesco Resource
09.2022 - 02.2023
Funding Assistant
CMG Mortgage
02.2021 - 06.2022
Mortgage Specialist
Bank Of America
01.2019 - 02.2021
Sr Loan Coordinator
Capital One
08.2015 - 09.2019
Loan Servicing Specialist
Fannie Mae
05.2014 - 09.2015
Customer Care Research Specialist
Chase Bank
06.2010 - 12.2013
High School Diploma - undefined
Westside High School
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