Darrius Smith

Acted as the primary Subject Matter Expert for the Client Care Specialist role during the implementation of the Encompass platform within the Home Lending Department. Participated in multiple projects and system testing initiatives to ensure a seamless transition for colleagues when Encompass is rolled out department-wide. Conducted weekly evaluations of system releases affecting my role/support functions, assessing release effectiveness and documenting key benefits and potential drawbacks. Delivered platform demonstrations to senior leadership, including VPs, Managing Directors, and Executive Directors, to highlight Encompass features and enhance stakeholder confidence. Frequently consulted by peers for guidance and support, leveraging extensive experience to address questions and resolve issues related to daily operations.

Leveraged extensive loan processor expertise to facilitate a streamlined refinance product, consistently performing at a high level in a Junior Underwriter capacity. Served as an expediter in the loan process, responsible for adjusting loan amounts, clearing client conditions unrelated to assets or income, and implementing both conditional and final approval statuses for refinance loans. Demonstrated strong understanding of the loan life cycle and applied advanced problem-solving skills to ensure efficient processing. Trained and mentored three Manila-based teams (8–11 members each) over several years, continuing to support and execute key responsibilities in this role. Recognized as a Subject Matter Expert, frequently called upon for training, evaluation, and guidance within the team.

Led the team to maintain and enhance customer satisfaction by proactively addressing gaps resulting from employee vacancies. Managed communication and oversight of colleagues’ customer pipelines to ensure deadlines were met and client needs were fulfilled. Identified customers with low satisfaction and implemented targeted strategies to improve their experience through dedication, transparency, and a customer-focused approach. Achieved a measurable reduction in customer complaints escalated to the Team Manager, demonstrating significant influence and effectiveness in the role.

Facilitated the transition of loans from Conditional Approval through to closure, ensuring a seamless process for clients. Acted as a key liaison, maintaining effective communication between customers, internal partners, and third-party vendors to support informed decision-making and timely follow-up actions. Delivered best-in-class customer service throughout the loan process, consistently striving to exceed client expectations. Adapted approach to match diverse customer personalities and demonstrated a proactive, results-driven attitude to guide clients to successful closings. Thrived in a demanding environment, finding fulfillment in helping clients achieve significant milestones such as home purchases and refinances.