Colette Joyner

• Prepare detailed reports and spreadsheets to support grant funding decisions, ensuring compliance with program requirements and applicant eligibility.

• Perform financial calculations, including mortgage computations and income-to-debt ratios, to assess loan affordability.

• Provide exceptional customer service while collaborating with stakeholders, housing professionals, and homebuyers to meet housing program objectives.

• Manage operational and program records with accuracy, supporting effective decision-making and program execution.

• Provided a superior experience to members during onboarding into various Cash Management products, ensuring accuracy and quality in service parameters and entitlements.

• Scheduled and conducted training for members on the setup and use of cash management services via video and phone conferences.

• Ensured adherence to established service level agreements for timely implementation of services.

• Expedite the investigation and resolution of customer inquiries and complaints for swift resolution

• Coordinated the gathering of essential documents for underwriting decisions, demonstrating knowledge in loan documentation and adherence to regulatory timeframes.

• Reviewed loan documents meticulously, ensuring precision and accuracy.

• Maintained open communication with originators and applicants, providing updates on loan progress.

• • Managed a consistent pipeline of 60-70 active loans monthly, showcasing the ability to multitask and work under time constraints.
• • Engaged with customers to explore property liquidation alternatives, adhering to Service Level Agreements and ensuring customer satisfaction.
• • Recognized with awards for achieving monthly goals in 100% quality, customer satisfaction, and call monitoring.

• Facilitated the collection of essential documents required for underwriting decisions, showcasing the ability to manage and understand complex regulatory requirements.

• Orchestrated the assembly and finalization of comprehensive loan submission packages, highlighting strong organizational skills and attention to detail.

• Proactively assessed daily reports each morning, identifying priorities or issues for escalation.

• Managed daily communication, handling an average of 80 calls, emails, and faxes to address customer inquiries and resolve issues.

• Successfully executed special projects, showcasing effective decision-making, critical thinking, and time management skills.

• Delivered reinstatement and payoff quotes to clients as part of comprehensive customer support, demonstrating knowledge in financial document review and payment collection.