DAWN GREENWOOD
SAN ANTONIO,TX
Summary
Customer care specialist with extensive experience in mortgage servicing and conflict resolution. Proven track record in team leadership, fostering collaboration, and optimizing workflows. Skilled in quality assurance monitoring and training new hires, ensuring compliance with industry regulations and enhancing customer satisfaction.
Overview
15
15
years of professional experience
Work History
Customer Care Specialist III/Team Lead
New American Funding
Austin, TX
07.2021 - Current
- Oversaw day-to-day operations of a team of 10-12, ensuring efficient workflow and team cohesion.
- Received, answered, and resolved escalated issues from customer care associates and customers.
- Discover training needs and provide coaching.
- Facilitated onboarding process for new hires, enhancing their integration and skill development.
- Listen to team members' feedback and resolve any issues or conflicts.
- Motivated and inspired team, fostering a culture of engagement and collaboration.
- Review Quality Call Monitoring results with Associates.
- Fully complies with all applicable mortgage industry laws, rules, regulations, investor requirements, and CFPB Servicing Guidelines.
Customer Care Specialist II
New American Funding
Austin, TX
01.2019 - 07.2021
- Handles phone calls and correspondence from customers according to department policies and procedures, and applicable government and investor guidelines. Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns. Ensures that borrower inquiries, disputes and complaints are handled within specified timelines and CFPB Guidelines.
- Initiated early delinquency contact with borrower to discuss the reason for the delinquency and assess the borrower's financial ability and intent.
- Facilitated loan servicing website payments, resolved denied access issues, and conducted password resets.
- Assists borrowers with late charge waiver requests and other loan maintenance requests.
- Documented each customer's interaction in the MSP Mortgage Servicing System to maintain accurate records.
- Conducted follow-up and research tasks to ensure timely problem resolution.
- Minimized customer impacts and created a positive interaction for each customer with mortgage servicing.
- Completes daily work activities to meet operational requirements and goals.
General Clerk Team Lead
ATP2-Dept. of Veterans Admin
Austin, TX
01.2017 - 08.2018
- Facilitated communication between upper management and team members, strengthening relationships among team, clients, and management.
- Implemented policies and directives from upper management to enhance daily operations and staff effectiveness.
- Effectively worked with team members to ensure they have proper training, are meeting performance expectations, and following established procedures to meet daily and weekly goals.
- Effectively monitored attendance while making sure team members adhere to company attendance policies.
- Coordinated meetings with team members to gather information and manage appointments and messages between team and client.
- Carried out normal responsibilities of general clerks, including medical claims data entry, medical voucher examination, and processing bulk claims for submission.
Account Maintenance Representative
USAA
San Antonio, TX
01.2014 - 01.2017
- Review, analyze, and process basic and routine investment products and service transactions with the highest level of service.
- Managed account functions including closing accounts per request and updating names, addresses, and beneficiary details on brokerage accounts.
- Process checks, debit cards, deposit slips, and deposit stubs orders and reorders for new accounts or existing accounts. Process account servicing, and back-office operations within Investment Management Company (IMCO).
- Reviewed new applications and clarified member inquiries to resolve not in good order transactions through outbound calls or mail. Ensuring members received necessary information or documents.
- Identified and escalated discrepancies in routine to moderately complex matters for resolution. While supporting special projects to address issues.
Home Equity Account Specialist
USAA
San Antonio, TX
01.2012 - 01.2014
- Managed processing of home equity loans, ensuring compliance with company guidelines and minimizing risk exposure. Reviewed subordination requests, prepared subordination agreements and consortium subordination agreements, Researched processing fees, opened and created return fee tasks, and reviewed instrument/ document numbers, deeds, and title commitments.
- Conducted reviews and investigations on fraud and suspicious activities, ensuring adherence to banking compliance regulations.
- Processed and conducted complex investigations, and corrected issues found in the investigations processes.
- Requested deed of trust from counties. Daily contact with title agencies and lenders.
- Dispatched completed subordination agreements via FedEx to ensure timely delivery. daily via FedEx while adhering to quality and control standards.
- Executed operations-related regulations, maintaining compliance with laws and USAA guidelines, safeguarding organizational integrity.
Education
Master of Science - Human Resource Management
Strayer University
09-2020
Bachelor of Business Administration - Health Services Administration / Human Resource Management
Strayer University
06-2017
Skills
- Mortgage servicing
- Mortgage regulations knowledge
- Customer issue resolution
- Salesforce and FBSI
- MSP and GenCloud
- Concur and PeopleSoft
- Travel management systems
- Workflow optimization
- Performance evaluation methods
- Team conflict mediation
- Microsoft Office Suite
Timeline
Customer Care Specialist III/Team Lead
New American Funding
07.2021 - Current
Customer Care Specialist II
New American Funding
01.2019 - 07.2021
General Clerk Team Lead
ATP2-Dept. of Veterans Admin
01.2017 - 08.2018
Account Maintenance Representative
USAA
01.2014 - 01.2017
Home Equity Account Specialist
USAA
01.2012 - 01.2014
Master of Science - Human Resource Management
Strayer University
Bachelor of Business Administration - Health Services Administration / Human Resource Management
Strayer University