Key’Era Hall
Avondale,AZ
Summary
Proven problem-solver and effective communicator, I excelled at Evergreen Home Loans, enhancing customer satisfaction and ensuring timely insurance policy modifications. Adept in office administration and customer care, my quick learning and adaptability led to maintaining SLAs and improving insurance-related processes. Experienced Escrow Insurance Specialist successful at managing high caseloads in fast-paced environments. Organized, driven and adaptable with excellent planning and problem-solving abilities. Offering 4 years of experience and willingness to take on any challenge.
Overview
6
6
years of professional experience
Work History
Escrow Insurance Specialist
Evergreen Home Loans
03.2020 - 03.2024
- Modified policies at a loan level by following established guidelines.
- Monitored open items/exposures report to ensure insurance renewal premiums were paid timely and in accordance with mortgage guidelines.
- Maintained the workflow volume for hazard, flood, flood determinations and loss drafts to meet internal and private investor SLA's.
- Reviewed various reports internal and external to ensure insurance setup, disbursements, cancellations, and correspondence are processed timely and accurately.
- Worked with third party vendors to ensure proper processing of force placed insurance in the event borrower(s) fail to provide proof of coverage.
- Deposited insurance refunds and researched pending items
- Handled customer issues related to insurance via phone calls and written correspondence.
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Processed eligibility and benefits verification and authorization requests.
Customer Care Representative/Front Desk Administrator
Evergreen Home Loans
07.2018 - 03.2020
- Handled call volume of 50-100 calls per day
- Researched and resolved inquiries in a call center environment
- Worked escalated mortgage inquiries, including payments, escrow analysis, insurance, tax, and default
- Provided first call resolution on customer concerns
- Coordinated to maximize coverage during peak hours
- Answered phones, scheduled meetings, and supported visitors
- Planned meetings, lunches, and took detailed notes, as needed
- Scanned and processed incoming mail and outgoing mail
- Distributed emails, and communications to the Loan Servicing department and other departments, as needed
- Mailed and shipped letters and packages
- Ordered and maintained supply inventory
- Managed and monitored deliveries
- Cleaned, organized, and stocked breakroom.
Education
Medical Assistant -
UEI College
Mesa, AZ06.2022
Skills
- Call Center Experience
- Quick Learner
- Reliable team player
- Positive attitude
- Ability to Adapt
- Customer Care Experience
- Office Administration
- Problem Solver
- Caregiver
- Data entry
- Excellent written and verbal communication
Programsapps
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Microsoft PowerPoint
- Microsoft Teams
- Encompass
- Black Knight (MSP)
- One Note
- Zoom
Timeline
Escrow Insurance Specialist
Evergreen Home Loans
03.2020 - 03.2024
Customer Care Representative/Front Desk Administrator
Evergreen Home Loans
07.2018 - 03.2020
Medical Assistant -
UEI College
Similar Profiles
Janine LichtyJanine Lichty
Mortgage Loan Officer Assistant at Evergreen Home LoansMortgage Loan Officer Assistant at Evergreen Home Loans
Ashlyn SterlingAshlyn Sterling
Sr. Marketing Compliance Specialist / Legal Support at Evergreen Home LoansSr. Marketing Compliance Specialist / Legal Support at Evergreen Home Loans
Melissa SorensonMelissa Sorenson
Mortgage Loan Processor at Evergreen Home LoansMortgage Loan Processor at Evergreen Home Loans