Jason Jones

• Received and documented customer complaints, conducted thorough investigations, and accurately resolved issues within ten business days
• Ensured compliance with regulatory requirements related to complaint handling
• Maintained a professional and empathetic approach towards customers at all times, ensuring the customers felt heard and valued with the resolution
• Recognized for outstanding complaint resolution quality per internal audits, exceeded service level agreements by 1.5 days for complaint resolution, and providing guidance within the department on policies and procedures

Mortgage Processor

• Checked loan applications for missing information and potential errors
• Gathered and checked appraisals, income verification and other documents for completeness and accuracy
• Requested additional information for the underwriter as needed
• Entered borrower and loan information in customer management and mortgage information software
• Produced all the documents needed for the mortgage closing process
• Ensured all deadlines for information submissions, underwriting decisions and closings are met

Claims Analyst

Filed claims to HUD on a timely manner to meet management expectations

Reviewed legal documents to ensure accuracy prior to filing claim