Jerrold Grimage
Jacksonville,FL
Summary
Customer-focused advocate with a decade of experience in driving customer satisfaction and retention. Track record of resolving issues effectively, enhancing service processes, and contributing to team objectives through proactive problem-solving and strong leadership skills.
Overview
17
17
years of professional experience
Work History
Citigold Advocate
Citibank
Jacksonville, FL
07.2025 - Current
- Resolved customer complaints through effective communication and problem-solving.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Escrow Clerk
Triad Financial Services
Jacksonville, FL
11.2023 - 07.2025
- Responsible for processing escrow payments via MSP or ACH
- Established escrow accounts utilizing Encompasse
- Provided payoff quotes on the borrower's behalf for refinancing purposes
- Issued stop payments on live checks in order to have funds returned to escrow
- Placed outbound calls to agents/insurance companies for declaration page procurement.
Customer Advocate
Fidelity Investments (Compliance)
08.2021 - 11.2023
- Processed withdrawals via wire or live checks
- Provided online support to clients utilizing the Fidelity.com website and app.
- Responsible for managing pipeline of withdrawal activity using Salesforce
Escrow Processor
Freedom Mortgage (Compliance)
10.2019 - 08.2021
- Responsible for escrow analysis processing on GNMA & FHA loans
- Issued checks for expired payoffs
- Created and responded to Cits regarding insurance or escrow inquiries
- Processed Ghost Analysis using Ana/Proj screen in order to generate possible payment scenarios.
Escrow Administration Specialist
Selene Finance (Compliance)
Jacksonville, FL
05.2018 - 08.2019
- Responsible for escrow analysis processing on GNMA & FHA loans
- Issued refund checks that materialized due to the escrow analysis
- Verified the accuracy of Fiserv generated documents via Venture.
- Placed stop payments on outdated checks in order for the funds to be returned to escrow.
HMDA/Respa Disclosures Specialist
Freedom Mortgage (Compliance)
Jacksonville, FL
10.2016 - 03.2018
- Responsible for the withdrawal and declination of loans via Sharepoint and Encompass systems.
- Efficiently monitored Regulation B violations in order to prevent monetary loss for the company.
- Issued credit card and paper check refunds for borrowers due to appraisal overages.
- Initiated the update of stale dated withdrawals/denials in Lakewood.
- Distributed ECOA reports for the northern, southern, & western regions of our company.
Loan Processor
PHH Mortgage
Jacksonville, FL
03.2015 - 10.2016
- Responsible for processing purchase applications
- Handled incoming calls from applicants and financial advisors regarding funding of loans and loan status
- Processed Closing Cost Calls which recalculates interest rates
- Placing outbound calls in order to verify employment, order titles, and confirm insurance policy is enforced.
Customer Service Representative
Brightway Insurance
Jacksonville, FL
02.2014 - 03.2015
- Responsible for updating mortgagee clauses, which ensures that mortgage premiums are paid properly.
- Processed insurance payments for automobile and homeowners' policies.
- Cancelled insurance policies and ensured that refunds were sent to policy holders.
Participant Services Representative (Microsoft Datapass)
Merrill Lynch (Compliance)
Jacksonville, FL
04.2012 - 02.2015
- Responsible for training new employees on the value of retirement, benefits and compensation programs using information and modeling tools that demonstrate how various benefit plans work together to increase financial success.
- Handled plan services and employee questions for Clients and kept them abreast of the latest industry trends and best practices via the telephone and social media.
- Administered the complexities of equity award programs including stock options, restricted stock, stock appreciation rights and performance awards.
- Met the financial reporting obligations associated with equity awards to ensure compliance with FAS 123(R), facilitated trading strategies of executives through the use of Rule 10b5-1 plans, and met SEC reporting requirements of company stock sales for Section 16 officers and directors.
- (Access Database)
Insurance Verification Specialist (SQL)
QBE First
Jacksonville, FL
06.2010 - 04.2012
- Updated Client insurance information on various tracking systems while maintaining current knowledge of each Clients' insurance requirements.
- Operated independently and with minimal supervision to accomplish work activities efficiently while also adhering to all company and Client policies and procedures.
- Facilitated process reviews and quality audits related to my department's needs.
Customer Service Representative
EverHome (Mortgage Service Division of EverBank)
Jacksonville, FL
06.2009 - 06.2010
- Handled customer questions, complaints, and billing inquiries with a high degree of courtesy and professionalism to resolve all issues during the first call with a focus on retaining existing business by researching and exploring answers and alternative solutions and implementing solutions.
- Performed extensive research as needed by identifying potential customer issues, determining root causes of any and all problems, selecting the best for resolution, expediting correction or adjustments and following up to ensure resolution.
- Assisted in the development of new policies and procedures.
Education
Bachelor of Arts - Finance
Florida State College
Jacksonville, FL12-2027
Skills
- Customer service oriented
- Skilled in customer growth and retention
- Uncovering customer needs
- Recommending appropriate products or services
- Success oriented
- Results oriented
- Adaptability
- Ability to work under pressure
- Desire to solve problems
- Analytical thinking
- Planning
- Self-starter
- Self-finisher
- SQL
- Microsoft Access
Timeline
Citigold Advocate
Citibank
07.2025 - Current
Escrow Clerk
Triad Financial Services
11.2023 - 07.2025
Customer Advocate
Fidelity Investments (Compliance)
08.2021 - 11.2023
Escrow Processor
Freedom Mortgage (Compliance)
10.2019 - 08.2021
Escrow Administration Specialist
Selene Finance (Compliance)
05.2018 - 08.2019
HMDA/Respa Disclosures Specialist
Freedom Mortgage (Compliance)
10.2016 - 03.2018
Loan Processor
PHH Mortgage
03.2015 - 10.2016
Customer Service Representative
Brightway Insurance
02.2014 - 03.2015
Participant Services Representative (Microsoft Datapass)
Merrill Lynch (Compliance)
04.2012 - 02.2015
Insurance Verification Specialist (SQL)
QBE First
06.2010 - 04.2012
Customer Service Representative
EverHome (Mortgage Service Division of EverBank)
06.2009 - 06.2010
Bachelor of Arts - Finance
Florida State College