Summary
Overview
Work History
Education
Skills
Timeline
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Kassandra Cope

Antioch,CA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in mortgage industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience

Work History

Client Liaison/mortgage Specialist

CMG Financial
San Ramon , CA
10.2016 - Current
  • Acts as a focal point for customer problems, questions, or concerns
  • Develop and maintain a high network of client relationships
  • Provide outstanding customer service to clients
  • Enlist support from the marketing team team to reach new clients
  • Create and maintain a client communication platform (Closing Site)
  • Promote cross departmental communication
  • A Liaison between the loan processing team and marketing team
  • A liaison between the real estate agents, loan officers, buyers and sellers of real estate properties
  • Taking clients out to breakfast, lunch, coffee etc
  • Weekly updates of all files being processed
  • Social media upkeep
  • Monthly newsletters
  • Recorded actions taken, issues resolved and [Type] information to effectively manage customer accounts.
  • Resolved [Type] issues over phone with [Number] customers daily.
  • Promptly responded to inquiries and requests from prospective customers.
  • Sought ways to improve processes and services provided.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Coordinated with operations staff to resolve service problems and boost client satisfaction.
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
  • Completed administrative tasks such as receiving and processing documents, submitting payments and distributing correspondence.
  • Set up and completed loan submission packages.
  • Supported other operational teams with financial transactions and account maintenance.
  • Created strong working relationships with advisors, assistants and support staff.
  • Received on-going, comprehensive training on home loan products and mortgage process.
  • Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
  • Prepared file for final clear-to-close by branch management.
  • Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
  • Analyzed borrower credit reports and income statements to verify accuracy.
  • Developed comprehensive understanding of loan processing regulations and laws to be fully compliant.
  • Handled any conditions sent from underwriting departments.
  • Interviewed clients regarding loan needs and financial histories and conveyed information regarding application processes.

Education

High School Diploma -

Deer Valley High School
Antioch, CA
01.2006

Skills

  • Courteous with Strong Service Mindset
  • Upbeat and Positive Personality
  • POS Systems and Ordering Platforms
  • Creative Problem Solving
  • Customer Account Management
  • Issue and Complaint Resolution
  • Verbal and Written Communication
  • Efficient and Detail-Oriented
  • Multitasking and Prioritization
  • Data Entry and Maintenance
  • Responding to Difficult Customers
  • Inter-Department Collaboration
  • Microsoft Office Suite
  • Customer Relationship Management
  • Client Needs Analysis
  • Loan Process Coordination
  • File Documentation
  • Time Management
  • Customer Satisfaction
  • Closing Processes
  • Client Relationships
  • Reviewing Credit Information
  • Critical Thinking
  • Mortgage Lending Requirements
  • Complex Problem-Solving
  • Customer Transactions
  • Customer Support
  • Specialist Procedures
  • Microsoft Office
  • Customer Experience
  • Underwriting Process Expertise
  • Product Knowledge

Timeline

Client Liaison/mortgage Specialist

CMG Financial
10.2016 - Current

High School Diploma -

Deer Valley High School

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Kassandra Cope