Jennifer Myers

• Documented and reported on key risks and recommended mitigation strategies.
• Created and implemented internal processes for identifying, measuring, monitoring and reporting risks.
• Assisted with the creation of a program to provide up to date key performance indicators for seven departments
• Collaborated with various departments within the organization to ensure effective implementation of risk mitigation strategies.
• Managed and executed risk management projects to determine deficiencies and appropriate corrective actions.

Customer Solutions Manager

• Managed a team of 180 call center agents which included coaching, providing feedback and performance reviews.
• Worked closely with IT to create a cost savings of 2.5 million for the company
• Communicated with industry partners to build valuable relationships and achieve operational targets.
• Coordinated with cross-functional teams to resolve escalated issues quickly and efficiently.

Customer Service Supervisor

• Supervised and trained customer service staff to ensure excellent customer service delivery.
• Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
• Collaborated closely with upper management on projects involving new initiatives or improvements within the department.

Insurance Processing Supervisor

• Reviewed and approved insurance policies for accuracy, completeness, and compliance with regulations.
• Conducted performance reviews for staff members to identify areas of improvement.
• Performed regular audits of existing policies to identify any discrepancies or problems.
• Created and updated financial reports on frequent basis to present information to leadership teams.

Lender Administrator - Team Leader

• Resolved customer inquiries promptly and professionally while keeping accurate records.
• Participated in meetings with senior management regarding current lending initiatives.
• Ensured compliance with federal, state, and local regulations as well as company policies and procedures.
• Monitored delinquent accounts by working closely with borrowers during forbearance periods or when seeking alternative payment arrangements.

Report Specialist

• Maintained up-to-date knowledge of company policies and procedures related to reporting activities.
• Performed post-closing follow up activities such as tracking insurance coverage and preparing payoff statements.
• Provided lenders and customers with updates on status via phone, email, or in-person meetings.

Customer Service Rep

• Resolved complex problems by working with lenders and other departments to provide solutions that meet customer needs.
• Assisted customers with making payments or establishing payment plans to bring accounts current.
• Provided excellent customer service to resolve customer complaints in a timely manner.

Mailroom Specialist

• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Planned and completed group projects, working smoothly with others.