JULYTZA Arroyo
Jacksonville,FL
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service.
Overview
6
6
years of professional experience
Work History
CSR II
Triad Financial Services Inc.
09.2024 - Current
- Answer customers' inquiries regarding mortgage accounts, and take payments.
- Researched customer complaints, concerns, and payment history, then corrected or adjusted records as needed.
- Prepare payoffs
- Discuss escrow analysis.
- Update loan records as needed
- Assorted other duties, as requested by the manager.
Loan Servicing Specialist
Flagstar Bank
03.2021 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services, and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints.
- Responded to customer requests, offering excellent support, and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time, and productivity.
- Educated customers about billing, escrow account changes, payment processing, and support policies and procedures.
Senior Loan Specialist
ERC (Wells Fargo)
08.2019 - 03.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Developed training materials to enhance team knowledge of new loan products and services.
- Analyzed loan applications to ensure compliance with regulatory standards and internal policies.
Education
High School Diploma -
Seacoast Christian Academy
Jacksonville, FL05-2014
Skills
- Bi-lingual - Spanish
- Chattel Loans, VA loans, Conventional
- Tax Specialist
- Escrow Specialist
- Private Mortgage insurance Specialist
- Microsoft Office and other computer system
- Strong verbal and written communications skills
- Multitasking Abilities
- Problem-Solving
- Active Listening
- Teamwork and Collaboration
- Organization and Time Management
Timeline
CSR II
Triad Financial Services Inc.
09.2024 - Current
Loan Servicing Specialist
Flagstar Bank
03.2021 - Current
Senior Loan Specialist
ERC (Wells Fargo)
08.2019 - 03.2021
High School Diploma -
Seacoast Christian Academy