Cynthia Mazurek
Campbell Hall,NY
Summary
Hardworking and reliable. Highly organized, proactive and punctual with team-oriented mentality.
Overview
12
12
years of professional experience
Work History
Mortgage Banker
Rocket Mortgage LLC
Detroit, MI
03.2022 - Current
- Put together and executed loan documents.
- Met with new clients and completed pre-qualification procedures.
- Built positive relationships with realtors to produce client referrals.
- Assessed financial means and desires of each client in order to set up appropriate mortgage packages.
- Complied applications and paperwork and double-checked for accuracy.
- Gathered client debt, credit and income information to determine loan eligibility.
- Informed customers of application deadlines, approvals and denials.
- Analyzed new markets and developed referral networks to locate new loan prospects.
- Helped clients fill out loan applications and find ideal loan options.
- Participated in weekly sales meetings to review performance metrics and discuss strategies for improvement.
- Generated referrals from existing customer base through cross-selling activities.
- Managed pipeline of loans from origination through closing process while monitoring progress regularly.
- Assisted customers in understanding complex documentation related to mortgages.
- Negotiated terms of loans with customers based on their financial situation.
- Reviewed loan files for completeness prior to submission to underwriting department.
- Provided customer service to clients by responding to inquiries, addressing concerns and resolving issues.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Answered incoming calls from customers and provided assistance with product inquiries.
- Analyzed financial information provided by customers to determine appropriate loan products for their needs.
- Assisted in the preparation of loan applications by gathering all required documents and verifying accuracy of data entered.
- Conducted credit checks on potential borrowers and reviewed results with management team.
- Ensured compliance with federal regulations such as TRID, RESPA, FHA and VA guidelines.
- Developed relationships with referral sources such as realtors, builders and attorneys.
- Advised customers on various mortgage products available from the bank.
- Analyzed applicants' financial status, credit and property evaluations to determine feasibility of granting loans.
- Obtained and compiled copies of loan applicants' credit histories, corporate financial statements and other financial information.
- Developed and maintained relationships with local real estate agents.
- Kept detailed records regarding approved, denied and received loan applications.
- Submitted applications to credit analysts.
- Reviewed credit histories from applicants and determined feasibility of granting requested loans.
- Reviewed client documentation and contracts for discrepancies and mistakes.
- Informed customers of loan application requirements and deadlines.
Call Center Representative
Rocket Mortgage-
Detroit, MI
02.2023 - 03.2024
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Developed effective working relationships with team members across multiple departments.
- Attended regular training sessions on updates and changes within the industry or organization.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Performed outbound calling campaigns to promote new products or services.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Maintained strong call control and quickly worked through scripts to address problems.
- Updated customer accounts, addresses and contact information within call management databases.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Navigated through computer systems to review information and respond appropriately to callers.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Updated databases with new and modified customer data.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Promoted available products and services to customers during service, account management and order calls.
- Supported sales team members to drive growth and development.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Real Estate Sales Agent
R New York
New York, NY
08.2015 - 03.2022
- Scheduled home viewings with potential buyers.
- Generated list of properties to meet specific client needs.
- Applied various methods to build client base, including networking, email, and social media.
- Advised clients on market conditions, pricing and legal requirements for property transactions.
- Generated lists of properties comparable with buyers' needs and financial resources.
Insurance Sales Agent
SelectQuote
Overland Park, KS
09.2021 - 12.2021
- Interviewed prospective clients to gather information on financial needs and discuss existing coverage.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Maintained pleasant and cordial attitude, remaining calm when issues arose.
- Operated in fast-paced and driven sales environment.
- Educated and counseled clients about insurance coverage differences and results of decisions to persuasively sell maximum coverage within budget.
- Explained features, advantages and disadvantages of various policies to promote sale of insurance plans.
- Evaluated customer desires and budgetary constraints to pick best policies.
- Communicated with clients by phone and email to answer questions and offer services.
- Supported customers with individualized support and broad knowledge of company products to bring targeted services to individuals with varying needs.
- Reached out to potential clients to schedule appointments.
- Weeded out unlikely prospects quickly and redirected time and efforts to potential customers.
- Evaluated and pursued sales leads obtained through direct referrals, networking, marketing, cold-calling and lead databases.
- Offered information about policy and coverage details.
- Upheld compliance standards for Medicare insurance sales.
Bartender
IL Tinello Ristorante
New York, NY
08.2012 - 01.2015
- Recommended food and drinks to patrons based on preference, pairings and special promotions.
- Managed bar area, including cocktail design and menu, inventory, regulation compliance and customer relationships.
- Balanced daily registers and generated sales reports for management.
- Kept track of bar tabs and transferred open tabs to dining area for wait staff.
- Collected and organized daily till totals and tips.
- Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
- Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.
- Stayed up-to-date on latest mixology trends, bar equipment and sanitation standards.
- Upsold customers from shelf to premium brands to help boost sales.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Poured wine, beer and cocktails for patrons.
- Arranged bottles and glasses behind bar to make attractive displays.
- Neatly sliced and pitted fruit or garnishing drinks.
- Measured and mixed house ingredients to prepare both custom and menu drink orders.
- Monitored bar inventory and promptly restocked low items before depletion.
- Carefully inspected identification of customers to verify age requirements for purchase of alcohol.
Education
Public Health Environmental
New York Medical College
Valhalla, NYBachelor of Science - Business Administration And Management
Strayer University
Washington, DC05.2005
Associate of Applied Science - Business Administration
College Of Southern Maryland
La Plata, MD05.2001
Skills
- Client relations
- Fair Housing
- Negotiations
- MLS
- Cold/ Warm calling
- Market research
- Recordkeeping
- Customer service-focused
- Safe Act of 2008
- CRM systems
- Excellent time management
- Excellent communicator
Licenses and Certifications
• MLO (NMLS ID 1699462)
•Real Estate Sales Person
•Life and Health Insurance (Multiple States)
•Advance Negotiations
- Licensed in multiple states
Timeline
Call Center Representative
Rocket Mortgage-
02.2023 - 03.2024
Mortgage Banker
Rocket Mortgage LLC
03.2022 - Current
Insurance Sales Agent
SelectQuote
09.2021 - 12.2021
Real Estate Sales Agent
R New York
08.2015 - 03.2022
Bartender
IL Tinello Ristorante
08.2012 - 01.2015
Public Health Environmental
New York Medical College
Bachelor of Science - Business Administration And Management
Strayer University
Associate of Applied Science - Business Administration
College Of Southern Maryland