DOMINIQUE LANE
Mortgage Servicing Specialist (Temporary)
Jacksonville
7
years of professional experience
Financial Services Professional with 6+ years of experience in banking operations, mortgage servicing, account servicing, loan modification, and complex customer issue resolution. Proven ability to investigate account and loan concerns, review financial information and documentation, resolve customer complaints, and provide accurate solutions in high-volume environments. Experienced in customer advocacy, deescalation, fraud awareness, regulatory compliance, risk awareness, and cross-functional collaboration. Recognized for sound judgment, attention to detail, active listening, and clear communication while protecting sensitive financial information and maintaining operational accuracy.
Work History
Freedom Mortgage
2 Months- Reviewed mortgage accounts, payment activity, loan information, and calculations to identify discrepancies and ensure accuracy.
- Investigated borrower inquiries and servicing issues by researching account history, documentation, and available resources to determine proper resolutions.
- Analyzed account activity and payment information to explain loan status, payments, and servicing transactions accurately.
- Reviewed loan documentation for completeness and compliance with established policies, procedures, and applicable requirements.
- Processed mortgage payments and maintained accurate account records while meeting servicing standards.
Navy Federal Credit Union
2 Years 4 Months- Managed complex member account inquiries in a high-volume financial-services environment, researching issues and providing timely resolutions.
- Serviced checking, money market, and business checking accounts while maintaining transaction accuracy and protecting sensitive information.
- Investigated account questions by reviewing account information, procedures, and internal resources to determine appropriate solutions.
- Analyzed account information and communicated balances, payoff information, transactions, and service details accurately.
- Identified potential fraud concerns by applying established procedures, risk awareness, and sound judgment.
- Educated members on digital banking services and assisted with navigation, troubleshooting, and account issues.
- Managed multiple customer needs in a fast-paced environment while maintaining professionalism, empathy, accuracy, and strong customer advocacy.
- Applied communication and problem-solving skills when handling complex or sensitive financialservice situations.
Wells Fargo Corporation Offices
2 Years 4 Months- Investigated complex loan-servicing concerns by reviewing customer information, account status, documentation, and servicing requirements.
- Resolved customer complaints and urgent servicing requests by researching issues and determining appropriate next steps.
- Managed loan modification inquiries involving documentation, account status, servicing requirements, and eligibility processes.
- Communicated loan information, processes, requirements, decisions, and available solutions clearly and accurately.
- Collaborated with underwriters and internal business partners to research and resolve complex loan issues.
- Applied sound judgment and problem-solving skills while maintaining accuracy and productivity in a high-volume environment.
- Used active listening, call control, and de-escalation techniques to manage challenging customer interactions.
Optum Rx – UnitedHealth Group
5 Months- Investigated customer questions and complaints while providing accurate, professional, and empathetic assistance.
- Assessed customer needs and provided appropriate information and solutions based on established procedures.
- Educated customers regarding benefits, services, and available plan options.
- Used effective communication and call-control techniques to manage complex or difficult interactions.
- Collected and verified customer information and submitted enrollment applications accurately for processing and qualification.
- Maintained accuracy and professionalism while handling sensitive customer information.
Education
High School Diploma
Skills
Financial Services Operations
Account Servicing
Complex Issue Resolution
Mortgage & Loan Servicing
Account Research & Analysis
Customer Advocacy
Risk Awareness & Fraud Detection
Regulatory Compliance
Problem Solving & Judgment
Customer Complaint Resolution
De-escalation & Conflict Resolution
Active Listening
Financial Information Review
Documentation Review
Attention to Detail
Cross-Functional Collaboration
Time & Case Management
Written & Verbal Communication
Timeline
Freedom Mortgage
Mortgage Servicing Specialist (Temporary)
04.2026 - 06.2026Read More
Navy Federal Credit Union
Member Service Representative II, Account Services
11.2022 - 03.2025Read More
Wells Fargo Corporation Offices
Loan Modification Speaclist
06.2020 - 10.2022Read More
Optum Rx – UnitedHealth Group
Pharmacy Benefits Representative
11.2019 - 04.2020Read More
Bridge To Success
High School Diploma
Read More