DOMINIQUE LANE
Freedom Mortgage (Temp) Remote
JACKSONVILLE,FL
7
years of professional experience
Financial services professional with 6+ years of experience in banking operations, mortgage servicing, account servicing, and complex customer issue resolution. Experienced in investigating account and loan-related concerns, resolving customer complaints, reviewing financial information for accuracy, and providing timely solutions while adhering to regulatory and organizational requirements. Strong background in customer advocacy, active listening, de-escalation, risk awareness, and cross-functional collaboration. Recognized for sound judgment, attention to detail, effective communication, and the ability to manage complex customer needs in fast-paced, high-volume environments.
Work History
Mortgage Servicing Specialist
2 Months- Review mortgage accounts, loan information, payment calculations, and account activity to identify discrepancies and ensure accuracy.
- Investigate borrower inquiries and account-related concerns, providing timely and accurate information regarding payments, loan status, and servicing activity.
- Review loan documentation for compliance with company policies, procedures, and applicable requirements.
- Process mortgage payments and maintain accurate account records while meeting established servicing standards.
- Monitor interest rate changes and ensure applicable updates are accurately reflected on borrower accounts.
- Research account issues and use available resources to identify appropriate resolutions while maintaining a high level of accuracy and attention to detail.
Professional Development /Program Participant
3 Months- Chosen for competitive 12-week financial services training program, enhancing foundational knowledge in the sector.
- Committed 5+ hours weekly to in-depth securities industry study, strengthening understanding of market dynamics.
- Mastered core concepts including equity, debt, options, and regulations.
- Studied extensively for FINRA Securities Industry Essentials (SIE) exam, ensuring readiness for industry certification.
- Developed foundational market insight and financial analysis principles
MSR 2 ACCOUNT SERVICES (Remote)
2 Years 4 Months- Assisted members with complex account inquiries in a high-volume contact center environment while providing accurate and timely resolutions.
- Serviced checking, money market, and business checking accounts while ensuring transactions and account information were handled accurately.
- Researched member questions using established procedures, internal resources, and reference materials to provide accurate information.
- Educated members on online and mobile banking tools, helping them navigate services and resolve account-related issues.
- Used sound judgment and decision-making skills when identifying and addressing potential fraud concerns in accordance with established procedures.
- Managed a high volume of member interactions while maintaining professionalism, empathy, and a strong focus on member satisfaction.
- Communicated account information, balances, payoff information, and online banking support clearly while protecting sensitive member information.
LOAN MODIFICATION SPECIALIST
2 Years 4 Months- Resolved customer complaints and urgent loan-servicing requests by actively listening to customer concerns, researching issues, and providing appropriate solutions.
- Managed complex customer inquiries involving loan modifications, account status, documentation, and servicing requirements.
- Communicated with customers by phone and email to explain processes, requirements, decisions, and available solutions clearly and professionally.
- Collaborated with underwriters and internal business partners to resolve loan-related issues and support timely processing.
- Applied sound judgment and problem-solving skills when evaluating customer concerns and determining appropriate next steps within established procedures.
- Maintained accuracy and operational efficiency while managing a high volume of customer requests.
- Used effective call control and communication techniques to de-escalate difficult interactions and maintain productive customer conversations.
Health Benefits Specialist
5 Months- Handled customer inquiries and complaints in a high-volume call center environment while providing accurate and empathetic service.
- Actively listened to customer concerns, identified needs, and provided appropriate solutions and information.
- Educated customers regarding available benefits, services, and plan options.
- Managed customer interactions using effective communication and call-control techniques to maintain efficient and professional service.
- Submitted enrollment applications and collected customer information accurately for processing and qualification purposes.
Education
High School Diploma
Skills
CORE SKILLS
Customer Advocacy
De-escalation & Conflict Resolution
Account Servicing
Mortgage Servicing
Loan Modification
Case & Time Management
Regulatory Compliance
Risk Awareness
Sound Judgment & Decision Making
Active Listening & Empathy
Written & Verbal Communication
Cross-Functional Collaboration
Attention to Detail
Financial Services Operations
Client Relationship Management
Fraud Awareness
Timeline
Mortgage Servicing Specialist
Freedom Mortgage (Temp) Remote
04.2026 - 06.2026Read More
Professional Development /Program Participant
Fidelity Investments Licensing Accelerator
10.2025 - 01.2026Read More
MSR 2 ACCOUNT SERVICES (Remote)
Navy Federal Credit Union
11.2022 - 03.2025Read More
LOAN MODIFICATION SPECIALIST
Wells Fargo
06.2020 - 10.2022Read More
Health Benefits Specialist
OptumRx Mailing Pharmacy
11.2019 - 04.2020Read More
Bridge To Success
High School Diploma
Read More