Jennifer Robinson

Managed upwards of 60 incoming emails per day from customers. Managed client relationships, ensuring high levels of satisfaction and retention. Developed strategic account plans to align solutions with client objectives. Coordinated cross-functional teams to deliver customized services and solutions. Increased client satisfaction by building strong relationships and addressing their needs promptly. Answered incoming clients ' concerns via email. Addressed the issues presented and solved them promptly. Worked hand in hand with all other departments, such as violations, the review team, preservation teams, and issued work orders to address client needs. Researched issues to resolve the problems and tried to see if any problems would present themselves in the future.

Overseeing the delivery of public assistance programs, including but not limited to Supplemental Nutrition Assistance Program (SNAP) benefits, Long Term Care benefits, and summer Electronic Benefit Transfer (summer EBT card). Ensuring that all paperwork was filled correctly so there were no delays in benefits. Handling upwards of 60 to 90 calls daily, depending on the research it took to resolve the issues, working with other departments to ensure the process was smooth and the clients received the allotted benefits, and enhancing customer satisfaction with timely and accurate issue resolution. I also helped the loved ones of clients in the community who had passed away get burial assistance—completed all required training by the federal government and Jefferson County on time, if not early.

Facilitated locking interest rates for the mortgage loan officer and lending team while maintaining constant contact between mortgage departments. Ensure rates remain the same and make any changes or updates due to market movement. I also needed to know any change requests for the product type, extensions, repricing, and cancellations, as well as ensure the accuracy of the file to make it clear to close. Maintained a pipeline of 150-plus loans, detail-oriented, self-motivated, and focused. I have working knowledge of Byte, Optimal Blue, Excel, Word, and Outlook. Completed all required Ellie Mae courses on time, if not early.

FHA Asset Specialist – Reviewed HUD homes in pre- and post-sale to convey back to the investor. Constant contact with contractors is needed to ensure that conveyance takes place within the allotted time frame and the budget set by the investor: research loan history and mortgage neglect. Address escalated FHA inquiries. Coordinate the cut bid process to ensure the best price possible. Report any damages. Follow client, government agency, and local municipality rules when reviewing the appropriateness of the bid and price. Create a chronology to determine the next course of action, review completed reports, and follow up on all related tasks. Address investor denial and file appeals as needed. While in this position, I was also in charge of the client mailbox, which answered up to 150 emails daily. To ensure the client's needs were addressed, an extensive loan review was conducted to ensure needs were met promptly. While in this role, I also addressed NON-FHA properties, including, but not limited to, submitting bids to investors directly. Ensure the accuracy of bids and the work that was performed.

FHA Asset Coordinator – Review of bid submission for appropriate actions, including, but not limited to, submission to investor, hazard claim referrals, and ordering work. Follow client, government agency, and local municipality rules when reviewing the appropriateness of the bid and price. Create a chronology to determine the next course of action, review completed reports, and follow up on all related tasks. Review loan history from appropriate servicing platforms. Review, research, and respond to email correspondence as appropriate. Make calls to/from vendors, clients, third parties, and internal departments. Ensure all extensions are filed under investor/insurer guidelines and client business rules.

HUB processing - Review work orders to ensure all work has been completed by the contractor as approved by either the client/or investor. Update notes as needed to keep the communication current. Pay/bill out