Cynthia Williamson
Sacramento,CA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Debt Specialist
Level Debt
05.2023 - 01.2024
- Improved customer satisfaction levels by providing personalized financial advice and debt management solutions.
- Established credibility as trusted advisor by consistently delivering on promises, maintaining confidentiality, and demonstrating deep understanding of clients'' financial challenges.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Analyzed customer financial records to determine appropriate payment plan.
- Maintained high volume of calls and met demands of busy and productive group.
Mortgage Loan Officer
PennyMac Loan Services
08.2020 - 12.2022
- Increased loan approval rates by efficiently managing pipeline and maintaining strong relationships with borrowers, realtors, and underwriters.
- Fielded customer complaints and provided solutions.
- Enhanced client retention by providing outstanding service throughout the mortgage process, from pre-approval to closing.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Developed and implemented marketing campaigns to generate new business opportunities.
- Customized marketing materials aimed at attracting potential mortgage applicants within specific target markets.
Mortgage Loan Officer
Liberty Reverse Mortgage
12.2019 - 08.2020
- Contributed to a collaborative work environment by actively participating in team meetings and offering constructive feedback.
- Researched and updated industry knowledge on changing legislation and regulations.
- Kept up-to-date on industry trends and changes by attending professional workshops and conferences regularly.
- Collaborated effectively with underwriters, processors, and other team members to ensure timely loan closings.
- Increased loan application approvals by providing expert advice on reverse mortgage processes and requirements.
Customer Service Representative
Sacramento Credit Union
11.2017 - 07.2019
- Identify the financial needs of the member and suggest Credit Union solutions
- Responds to member inquiries on varies issues and provides resolution via e-mail
- Provide a broad range of credit union services to members via telephone, such as loans, online banking, credit card, checking, bill pay and other.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Trained new personnel regarding company operations, policies and services.
Education
Sacramento City College
05.2016
Skills
- Enterprise Resource Planning
- Credit Reporting
- Stress Tolerance
- Accounting Systems
- Risk Management
- Bankruptcy knowledge
- Accurate payment posting
- Pleasant Telephone Demeanor
- Patience and Persistence
Certification
- Licensed NMLS-1930257
Timeline
Debt Specialist
Level Debt
05.2023 - 01.2024
Mortgage Loan Officer
PennyMac Loan Services
08.2020 - 12.2022
Mortgage Loan Officer
Liberty Reverse Mortgage
12.2019 - 08.2020
Customer Service Representative
Sacramento Credit Union
11.2017 - 07.2019
Sacramento City College
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