Keisha Cleveland
Columbus
Summary
Results-driven and customer-focused professional with over 15 years of experience specializing in escalations management, customer advocacy, and complex problem resolution, primarily in the mortgage, financial services and Health industries. Skilled in navigating regulatory requirements (CFPB, RESPA, TILA), researching and resolving high-level customer issues, and collaborating cross-functionally with legal, compliance, and servicing teams. Known for exceptional communication skills, strong analytical thinking, and the ability to deliver fair, compliant, and timely resolutions. Committed to enhancing customer satisfaction while protecting company reputation and maintaining operational excellence.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Florida Blue
04.2024 - 10.2025
- Answer inbound calls and respond to customer emails or chats regarding health insurance policies, coverage, benefits, and claims.
- Provide accurate information about insurance plans, provider networks, billing, and eligibility.
- Investigate and resolve customer issues promptly and professionally.
- Assist members with enrollment, plan changes, premium payments, and account updates.
- Document all customer interactions clearly and accurately in internal systems.
- Escalate complex or sensitive issues to appropriate departments as needed.
- Maintain confidentiality of customer information in compliance with HIPAA and company policies.
- Meet or exceed performance goals for customer satisfaction, call handling time, and quality.
Escalations Specialist
Moder Solutions LLC
Dallas
10.2024 - 03.2025
- Resolved complex escalations, reducing repeat incidents, improving service quality.
- Collaborated with teams to address customer concerns, enhancing interdepartmental communication.
- Implemented solutions for root causes, leading to measurable improvements in service delivery.
- Investigating customer complaints or technical issues and providing solutions.
- Communicating with different departments to resolve problems quickly.
- Keeping detailed records of escalated cases and resolutions.
Senior Loan Processor
Huntington National Bank, N.A
Columbus
12.2019 - 12.2023
- Assess borrower finances for loan eligibility.
- Coordinate with lenders to ensure timely loan closures.
- Verify applicant documents for accuracy.
- Stay updated on lending guidelines and regulations.
- Evaluated complex financial documentation including tax returns and bank statements, ensuring thorough risk assessment and maintaining strict regulatory compliance.
- Processed loan applications, ensuring complete documentation and compliance with regulations.
- Collaborated with underwriters to facilitate seamless loan approvals and client satisfaction.
- Analyzed credit histories to assess loan eligibility, providing informed recommendations.
- Coordinated closing processes, ensuring timely completion and client communication.
- Ordered appraisals and title policies, updating credit reports as needed for accuracy.
- Evaluated borrower financial profiles and credit histories to determine loan eligibility, ensuring thorough risk assessment while maintaining compliance with federal lending regulations.
Mortgage Loan Processor
Kemba Financial Credit Union
Columbus
06.2015 - 12.2019
- Organized files electronically according to document type and date received.
- Reviewed and verified loan application documents for completeness and accuracy.
- Managed communication between loan officers, underwriters, and clients to ensure timely processing.
- Upheld compliance with privacy and security requirements, as well as federal statutes covering VA loans.
- Examined collateral property values to ensure they meet investor guidelines.
- Performed post-closing follow up on file completion requirements.
- Submitted completed loan packages to underwriting department for approval or denial decisions.
- Managed conditions sent from underwriting departments.
Executive Office
JPMorgan Chase & Co
Columbus
05.2011 - 05.2015
- Review and resolve escalated customer complaints received through regulatory bodies (CFPB, OCC, etc.), executive channels (CEO/President’s office), social media, or legal inquiries.
- Conduct thorough research of customer history, account details, and prior interactions.
- Communicate directly with customers through written responses (letters, email) and phone calls.
- Prepare comprehensive case summaries and root cause analyses for internal management and compliance reporting.
- Collaborate with internal departments (fraud, underwriting, collections, branch teams) to investigate and propose solutions.
- Ensure regulatory timelines and guidelines are met (e.g., responding to the CFPB within 15 days).
- Maintain accurate documentation in case management systems.
- Identify process improvements and escalate systemic issues.
Education
High School Diploma -
Mifflin High School
Columbus, OH06.2004
Skills
- File Organization
- Customer Service
- File Management
- Time Management
- Listening Skills
- Communication
- Fair Housing
- Loan Origination
- Escrow
- Processing
- Expert
- Banking
- Scheduling
- Insurance coverage verification
- Insurance products
- Claims information gathering
- Policy renewals
- Health insurance
Timeline
Escalations Specialist
Moder Solutions LLC
10.2024 - 03.2025
Customer Service Representative
Florida Blue
04.2024 - 10.2025
Senior Loan Processor
Huntington National Bank, N.A
12.2019 - 12.2023
Mortgage Loan Processor
Kemba Financial Credit Union
06.2015 - 12.2019
Executive Office
JPMorgan Chase & Co
05.2011 - 05.2015
High School Diploma -
Mifflin High School