CHELSY JOHNSON
Customer Service And Loan Specialist
Port Arthur,TX
Summary
Accomplished Loan Servicing Specialist with a proven track record at SUN LOAN AND TAX SERVICES, showcasing expertise in credit analysis and exceptional customer communication. Demonstrated ability to enhance customer satisfaction and efficiency, with a background in managing high-volume calls and complex issues. Skilled in financial software and tax certification, consistently achieving regulatory compliance and process improvements. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Loan Servicing Specialist
SUN LOAN AND TAX SERVICES
08.2021 - 06.2024
- Interviewed loan applicants to obtain personal and financial data to assist in completing applications.
- Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
- Liaised with credit bureaus, employers and other sources to check applicants' credit and personal references.
- Confirmed applicants met lender requirements to repay loans by reviewing applications to determine eligibility.
- Maintained detailed records of borrower interactions and process for audit purposes, and ensuring full regulatory compliance at all times such as paperwork, loan files and tax histories
- Conducted a thorough process of loan bookings and tax services with detailed information explaining companies rules and regulations while obtaining any needed documents such as MLA, and pre tax necessities
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Dispatcher Coordinator
CARLSEN MOORING AND MARINES
07.2020 - 07.2021
- Managed high call volumes while maintaining composure and professionalism under pressure.
- Coordinated schedules for multiple teams, ensuring optimal coverage during peak hours.
- Provided exceptional customer service by addressing inquiries promptly and resolving issues efficiently while maintaining a professional demeanor.
- Championed process improvement initiatives within the department that led to measurable increases in efficiency, productivity, and customer satisfaction.
- Maintained detailed records of dispatched calls, resource allocation, and incident outcomes for reporting purposes.
Restaurant Team Member
Cici's Pizza Buffet
03.2013 - 01.2020
- Demonstrated exceptional multitasking abilities by managing multiple tasks simultaneously during peak hours without sacrificing quality of service or attention to detail.
- Displayed excellent teamwork skills while working alongside fellow team members in a fast-paced environment.
- Assisted in maintaining a clean and organized dining area, contributing to a positive guest experience.
- Trained new employees by demonstrating tasks and coaching during daily activities.
- Performed opening and closing duties as needed, ensuring the restaurant was prepared for efficient operation each day.
Call Center Representative
Alorica
01.2015 - 06.2015
- Responded to customer calls and emails to answer questions about products and services.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Educated customers about billing, payment processing and support policies and procedures.
- Navigated through system to further assist customer while learning updated information
Education
High School Diploma -
Lamar Institute of Technology
Beaumont, TX 05.2001 -
Skills
Loan Servicing Experience
Credit analysis
Tax Certified
Consumer Loan Underwriting/ Decision-Making
Data Entry/ Financial Software
Collections Management
Customer Communication
Timeline
Loan Servicing Specialist
SUN LOAN AND TAX SERVICES
08.2021 - 06.2024
Dispatcher Coordinator
CARLSEN MOORING AND MARINES
07.2020 - 07.2021
Call Center Representative
Alorica
01.2015 - 06.2015
Restaurant Team Member
Cici's Pizza Buffet
03.2013 - 01.2020
High School Diploma -
Lamar Institute of Technology
05.2001 -
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