KIMBERLY K. JOHNSON
Jacksonville,FL
Summary
An experienced customer service focused professional with a strong background in mortgage lending , Insurance and claims processing, Financial Banking, Escrow service , Administration and Management in a call center environment with a proven history of managing and producing consistent and exemplary results. Dedicated and committed to professional improvement. Enjoys accepting challenging roles and assignments. Meticulous with strong organizational and analytical skills applied to maintain regulatory compliance with Integrity and Organizational Awareness. Takes a positive approach to all tasks and interactions with customers and co-workers.
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Overview
20
20
years of professional experience
Work History
Senior Loan Processor
Flagstar Bank
04.2021 - 11.2023
- Review higher-complexity residential loan application files to verify application data is complete and meets company standards.
- Communicate with specified companies to obtain property abstracts, surveys, and appraisals, Order FHA case number, and tax transcripts as appropriate.
- Act as customer main point of contact throughout entire Mortgage process.
- Communication with credit bureau, and employers for verification of employment, also any other third party necessary to verify accuracy of information.
- Ensure compliance with applicable federal, state, and local laws and regulations.
- Work closely with Loan Officers to ensure a timely experience for clients throughout entire mortgage process.
- Prepare necessary documents and submit mortgage loan application files for underwriting approval.
- Review and submit conditions to Underwriting to clear loan for approval.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Provided quick turnaround times to maintain fast-past schedule.
Escrow /TAX Correspondent Specialist II
LOANCARE
04.2019 - 04.2021
- Researched and verified that all tax refunds were correctly applied; collaborated with outside audit and tax service providers to provide additional information as needed
- Coordinate, organize, and verify documentation received from third parties, brokers, clients, title companies, closing agents, etc., necessary to close each loan
- Quality Control all documents for errors, accurately set up transactions and funding/disbursements.
- Communicates with Correspondents to facilitate movement of loan files through loan process acting as liaison to operations in resolution of problems.
- Delivered content to broad audience by simplifying complex information.
- Met deadlines to provide relevant information quickly to staff and general public.
Customer Service Processor 2-Escrow Analyst
Citi Mortgage, Inc.
10.2007 - 04.2019
- Processed assigned loans through regular and biweekly mass trials, utilizing all available resources including loan documents, ensuring review is completed accurately and within Service Level Agreement (SLA)
- Followed-up on all loans that are on hold from monthly escrow analysis report (MASS), ensuring issues were resolved.
- And loan was analyzed by end of review month or by 12-month computation date, so loan does not go out of Review all calls, perform certain quality control reviews as well as periodic operational review of servicing departments as required.
- Conducts quality control of images contained in loan files.
- Provides updates to management on any issues and/or trends Prepares closing packages, assist customers both internal and external via telephone, email, or written correspondence.
- Interacted regularly with peers and management to pursue continuous improvement of facility operations and promote teamwork-focused environment.
- Entered data into computer tracking system and filed paperwork according to procedures.
Customer Service Team Lead
ABN AMRO Mortgage
04.2005 - 10.2007
- Researched and resolved complex issues that could not be addressed during initial customer call.
- Processed mortgage payments, updated insurance policy information, and issued insurance disbursements.
- Assisted customers with questions regarding usage of escrow account.
- Managed 40-member team, handled inbound calls from customers, mortgage brokers, insurance companies and tax collectors regarding questions or concerns for servicing of loan.
- Provided supervisory assistance to customers with escalated issues.
- Identified and assessed customer's needs quickly and accurately.
- Recorded details of conversations, complaints and actions taken in CRM.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Provider Communication
Blue Cross Blue Shield of Georgia
Atlanta, Georgia
01.2004 - 04.2005
- Establish and maintain existing and new provider relationship with hospitals contracted with Medicare
- Provide Analysis in support of provider contracting strategies/negotiations and financial performance including impact of network acquisitions, terminations, and contractual arrangements
- Identify trends to improve provider satisfaction in compliance with Plan operations, payment policies and prior authorization requirements
- Conduct provider engagement meetings in support of business operations and provider education.
- Coordinated with other agencies during multi-jurisdictional investigations.
- Prepared reports, kept investigation records, and maintained all case-related paperwork.
Education
Coursework towards Bachelor of Arts in Communication -
Florida State College of Jacksonville
Jacksonville, FLHigh School Diploma -
William M Raines High School
Jacksonville, FLSkills
- MS Word
- MS Excel
- Time Management
- MS PowerPoint
- MS Outlook
- Electronic File Management
- Online Scheduling
- Excellent organizational skills
- Strong analytical skills
- Microsoft Access
- MSP
- Encompass
- LOS
- POS
- Effective communication skills
Timeline
Senior Loan Processor
Flagstar Bank
04.2021 - 11.2023
Escrow /TAX Correspondent Specialist II
LOANCARE
04.2019 - 04.2021
Customer Service Processor 2-Escrow Analyst
Citi Mortgage, Inc.
10.2007 - 04.2019
Customer Service Team Lead
ABN AMRO Mortgage
04.2005 - 10.2007
Provider Communication
Blue Cross Blue Shield of Georgia
01.2004 - 04.2005
Coursework towards Bachelor of Arts in Communication -
Florida State College of Jacksonville
High School Diploma -
William M Raines High School
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