Ishmael Smith
Alapaha,CA
Summary
Am very passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Proficient in customer service best practices and related options.
Overview
23
23
years of professional experience
Work History
Call Review Analyst
Optima Tax Relief LLC
06.2022 - Current
- Was responsible for reviewing and grading over 60 employee client call per weeks, for adherence to department scripts, per company guidelines.
- Was also responsible for average of 6 QAR's (Quality Assurance Reports) weekly. Pulling multiple calls and listening to client issues raised to Executive Review Board from Client Relations Department to ensure Sales Associate employee was following company guidelines in explaining pricing and specific services to be performed on client's behalf when enrolling with company.
Client Relations Specialist
Sun West Mortgage Company
10.2019 - 06.2022
- Contacted current company's portfolio of homeowners regarding FHA/VA/Conventional refinance, purchase and Home Equity Line of Credit programs.
- Explained pre-qualification and streamline process to borrowers and successfully transferred borrower to licensed loan officer per borrower's state of residence.
- Delivered exceptional customer service to every homeowner by leveraging extensive knowledge of mortgage products and services and creating welcoming, positive experiences.
- Logged call information and solutions provided into internal database.
- Maintained daily record of leads and to which respective loan officer lead was transferred to.
- Kept track of lead/loan process and assisted loan officers with documents needed from customer to effectively close and fund loan.
- Assisted Loan Servicing department with heavy inbound calls, assisting borrowers in getting successfully transferred to payment, bankruptcy, loss mitigation, reverse mortgage and Spanish servicing queues and setting appointment times for call back.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Logged call information and solutions provided into internal database.
- Promptly responded to inquiries and requests from various department managers.
Call Center Representative/Junior Loan Officer
Reliance Financial Corporation
07.2017 - 10.2019
- Contacted homeowners, based on online inquiry, and fully explained FHA/VA and VA IRRL/CONV programs and Home Affordable Refinance Program (HARP)
- Qualified homeowners by requesting income documents to accurately calculate debt-to-income ratio (DTI)
- Pulled property profile records for updated loan-to-value (LTV) percentage.
- Requested mortgage statements for accurate rate, balance and escrow information for effective loan approval.
- Inputted client data into CALYX POINT software and transferred client to Senior Loan Officer for servicing.
Call Center Representative
Land Home Financial Services
02.2014 - 07.2017
- Contacted homeowners, via predictive dialer, to explain the FHA Streamline Program and the Home Affordable Refinance Program (HARP)
- Qualified homeowners for these programs by calculating the debt-to-income ratio and loan-to-value percentage
- Utilized ZILLOW and other online property value website to gain up to date and accurate property values
- Inputted client data into the PC Lender and AXIS software and transferred client to loan officer for servicing
- Was responsible for making at least 100-125 calls per day.
Telemarketing Sales Representative
Legal Marketing Group/SC Law Group
04.2011 - 01.2014
- Contacted homeowners, via predictive dialer, to offer and explain Home Affordable Modification Program (HAMP)
- Qualified homeowner by hardship, program and income guidelines (31% of gross monthly income)
- Explained qualifying rates and benefits of program and then transferred to closer for final approval.
- Responsible for training new telemarketers and getting them ready to be Hardship Analysts and Closers
- Assisted clients in making payment arrangements on past due service fees, via A.C.H or cashier check
- Handled client complaints/issues by updating client on their file, emailed client updates every 48-72 hours
- If client requested a refund, I would evaluate time spent on the file and negotiate an amount, per billable hours.
Telemarketing Sales Representative
Verengo Home Energy Solutions
09.2008 - 04.2011
- Responsible for contacting homeowners and offering Vinyl Siding, Dual Pane Windows and Super Cote for upgrades to home.
- Explained benefits of upgrading to these products and explained tax advantage under stimulus plan.
- Responsible for correct and precise detail in submitting orders via computer to Outside Sales Representative.
Inside Sales Representative
Merchant Services
07.2006 - 07.2008
- Made business to business calls, offering discounts on Visa/MasterCard transaction by upgrading existing machines with discounted rates.
- Utilized extensive data entry and organizational skills.
- Informed Outside Sales Representative of schedule and appointments and made schedule changes as needed.
Mortgage Telemarketer
National Consumer Mortgage
02.2001 - 07.2006
- Gathered prospective borrower information and qualified them via debt-to-income (DTI), and loan-to-value (LTV) ratios for selected programs offered.
- Responsible for accuracy of 10 loan officer's forms and worksheets that had to be filled out in CALYX POINT system.
- Followed up with borrower during loan process to ensure borrower/company satisfaction and to explain Final HUD/Closing Statement
- Hired and trained prospective mortgage telemarketers.
- Explained to new hires different programs offered and how to expedite applications to loan officers for servicing.
Education
Bachelor's Degree -
University Of South Carolina
Columbia, SC01.1990
Associates Degree -
Greenville Tech College
Greenville, SC01.1988
High School Diploma -
Woodmont High School
Greenville, SC01.1986
Skills
- Financial Statements Expertise
- Loan Documentation
- Risk Assessment
- Call data reviews
- Risk Assessment
- Inbound and outbound calls
- Maintaining call metrics
References
Available Upon request
Timeline
Call Review Analyst
Optima Tax Relief LLC
06.2022 - Current
Client Relations Specialist
Sun West Mortgage Company
10.2019 - 06.2022
Call Center Representative/Junior Loan Officer
Reliance Financial Corporation
07.2017 - 10.2019
Call Center Representative
Land Home Financial Services
02.2014 - 07.2017
Telemarketing Sales Representative
Legal Marketing Group/SC Law Group
04.2011 - 01.2014
Telemarketing Sales Representative
Verengo Home Energy Solutions
09.2008 - 04.2011
Inside Sales Representative
Merchant Services
07.2006 - 07.2008
Mortgage Telemarketer
National Consumer Mortgage
02.2001 - 07.2006
Bachelor's Degree -
University Of South Carolina
Associates Degree -
Greenville Tech College
High School Diploma -
Woodmont High School
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