KESHIA YOUMAN
Saint Johns,FL
Summary
Business management professional with six years of experience in the banking sector and five years of experience in mortgage loan servicing; Experience includes: effective leadership strategies to motivate employee performance and job satisfaction. Well-organized in approaching problems to investigate causes and determine optimal solutions. Detailed understanding of organizational and regulatory expectations to drive performance.
Overview
11
11
years of professional experience
Work History
Special Loans Processor
Servbank
Jacksonville, FL
10.2020 - Current
- Perform system maintenance in MSP for Assumption, Recast, SCRA and ARM Corrections.
- Helps to ensure that all Department servicing objectives, production and quality standards are either met or exceeded.
- Work across several teams to achieve one common goal.
- Recommended precise and direct actions to resolve complex issues which span organizational boundaries.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Reviewed completed work to verify consistency, quality and conformance.
- Produced thorough, accurate and timely reports of project activities.
- Created training materials for new hires and provided orientation sessions.
- Developed incentives to drive employee retention and improve work culture.
Special Loans Team Lead
Ditech Financial LLC
Jacksonville, FL
10.2018 - 03.2020
- Monitored team progress and enforced deadlines.
- Collaborated with management team to implement new work procedures and policies.
- Fostered positive employee relationships through communication, training and development coaching.
- Conducted thorough quality checks to verify conformance to specifications.
- Perform system maintenance in MSP Black Knight for Assumptions, Recast, SCRA and ARM Corrections.
- Handled customer care escalations to Special Loans Department.
Banking Specialist
TIAA
Jacksonville, FL
02.2016 - 09.2018
- Maintained confidentiality of bank records and client information, directed specific questions to appropriate branch personnel and exceeded customer service satisfaction ratings.
- Identified transaction errors when debits and credits did not balance.
- Reported daily averages and shortages to operations department.
- Build client relationships and rapport.
- Promoted add-on services to increase department revenue.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Customer Service Relationship Manager
BBVA COMPASS BANK
Jacksonville, FL
12.2012 - 02.2016
- Managed and led a team of 5
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Evaluated employee job performance and motivated staff to improve productivity.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Led team engagement to assist cross-functional departments and achieve goals.
- Conducted training and offered staff development opportunities to decrease process lags.
Education
BBA - Business Administration And Management
University of North Florida
Jacksonville, FL08.2011
Skills
- Mortgage Loan Software
- Regulatory Compliance
- Teamwork and Collaboration
- Attention to Detail
- Interpersonal Communication
- Risk Management
- Decision Making
- Verbal and Written Communication
- Problem-Solving
- Policy and Procedure Writing
- Networking and Partnership Development
- Employee Relations
- Training Development
- Training and Mentoring
Timeline
Special Loans Processor
Servbank
10.2020 - Current
Special Loans Team Lead
Ditech Financial LLC
10.2018 - 03.2020
Banking Specialist
TIAA
02.2016 - 09.2018
Customer Service Relationship Manager
BBVA COMPASS BANK
12.2012 - 02.2016
BBA - Business Administration And Management
University of North Florida
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