Summary
Overview
Work History
Education
Skills
Assessments
Timeline
Generic

Jasmen Jackson-Vales

Las Vegas,NV

Summary

Obtain a position as a team-player in a people oriented organization where I can maximize my customer service experience in a challenging environment to achieve corporate goals.

Overview

8
8
years of professional experience

Work History

Client Representative

Mutual Of Omaha
10.2022 - Current
  • Receive calls and Email customers on current and early stage delinquent accounts
  • Manage account opening process for new and existing clients
  • Serve as first point of contact for clients or prospects
  • Place holds on accounts for uncollected funds in accordance with regulations
  • Process and follow up on client documentation for proper maintenance of accounts
  • Provide Information for clients products on Basic Life/AD&D, VTL, LTD, STD, VACC, VCI, Vision, Dental etc
  • Adhere to department policies and procedures for client requests
  • Demonstrates ability to multitask, working heavy amount of email requests from internal/external customers, returning voice mails, working returned mail, and validating insurance
  • Performs skip tracing on accounts where inaccurate or no contact information is available
  • Performs other duties and projects as assigned.

Customer Service Support Chat Specialist

loanDepot
09.2021 - 10.2022
  • Email customers on current and early stage delinquent accounts
  • Assists in a variety of account issues including but not limited to: escrow, payment transactions, ARM changes, payoff request and other inquires
  • Demonstrates ability to multitask, working a heavy amount of email requests from internal/external customers, returning voice mails, working returned mail, and validating insurance
  • Performs skip tracing on accounts where inaccurate or no contact information is available
  • Performs other duties and projects as assigned.

Loan Processor Assistant

DIGITAL RISK
12.2020 - 05.2022
  • Intake new files and work daily pipeline of 25 loans or more
  • Follow up with the client on documentation
  • Follow up with the client to sign initial disclosures
  • Stay abreast of milestones on assigned files
  • Manage multiple tasks/projects and deadlines simultaneously.

Senior Modified SPOC Specialist

DIGITAL RISK
07.2020 - 12.2020
  • Identify, maintain, track and log requested documentation for loan modification review
  • Assist borrowers facing hardship in requesting forbearance and workout options
  • Obtained disaster training utilizing MSP
  • Provide borrowers with options under investor guidelines
  • Evaluate the loan documents for potential options to cure loan
  • Discuss loan needs as well as financial hardship with the borrower.

Loan Servicing Specialist

PENNY MAC
04.2019 - 05.2020
  • Provided general account information such as payments, escrow, taxes, payoffs and loan documents
  • Crossed sold loan products to existing customers
  • Exceeded outlined production and quality standards
  • Interacted with other PennyMac servicing departments to solution customer requests and resolve issues
  • Demonstrated behaviors which are aligned with the organization’s desired culture and values.

Customer Claims Specialist Team Lead

METLIFE
03.2016 - 08.2018
  • Coached employees in their job roles, offering insight, positive reinforcement and feedback for improvement
  • Trained, coached and mentored staff to ensure smooth adoption of new program
  • Resolved clients issues utilizing one call resolution guidelines
  • Exceeded company and client performance metrics
  • Helped set and manage objectives for quality, productivity and compliance.

Customer Care Representative

C3
09.2015 - 03.2016
  • Assisted customers by telephone or email about their account
  • Updated records of customer transactions and assured that appropriate actions were taken
  • Resolved customers complaints
  • Reviewed insurance policy to determine coverage.

Education

Bachelor of Science - Nursing

Trinity Vocational Center
Gardena, CA
10.2011

High School Diploma -

George Washington Preparatory High School
Los Angeles, CA
2001

Skills

  • Fair Housing Regulations
  • Mortgage Servicing
  • Escrow
  • Microsoft Word
  • Microsoft Excel
  • Microsoft Outlook
  • Customer support
  • Windows
  • Empower
  • Email
  • Claims
  • Research
  • Epic
  • MSP
  • JIRA
  • CARE
  • Gsap
  • Compass

Assessments

Administrative assistant/receptionist, Proficient, 08/01/22, https://share.indeedassessments.com/attempts/a2263df48f0efd751218c48743c192eeeed53dc074545cb7

Timeline

Client Representative

Mutual Of Omaha
10.2022 - Current

Customer Service Support Chat Specialist

loanDepot
09.2021 - 10.2022

Loan Processor Assistant

DIGITAL RISK
12.2020 - 05.2022

Senior Modified SPOC Specialist

DIGITAL RISK
07.2020 - 12.2020

Loan Servicing Specialist

PENNY MAC
04.2019 - 05.2020

Customer Claims Specialist Team Lead

METLIFE
03.2016 - 08.2018

Customer Care Representative

C3
09.2015 - 03.2016

Bachelor of Science - Nursing

Trinity Vocational Center

High School Diploma -

George Washington Preparatory High School
Jasmen Jackson-Vales