LaDiamond Dawson
Jacksonville
Summary
Service-focused Client Service Associate known for 10 years of high productivity and efficient task completion. Possess specialized skills in client communication, problem-solving, and data management. Excel in empathy, adaptability, and teamwork to enhance client satisfaction and foster strong relationships. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
Work History
Seasonal Loss Mitigation Liaison
M&T Bank
Jacksonville
05.2025 - Current
- Ensured borrower documentation accuracy and compliance with federal guidelines.
- Maintain detailed case notes for audit readiness and transparent workflow.
- Identifed process gaps and suggest improvements to boost efficiency.
- Enhanced error reduction through strategic recommendations.
- Conducted thorough quality checks, enhancing completeness of financial packages and significantly reducing underwriting errors.
- Verified income, asset, and hardship documentation against program requirements to ensure eligibility.
- Coordinated with internal teams to resolve discrepancies and ensure case files met compliance standards.
- Supported audit preparation by ensuring documentation was consistent and properly indexed in MSP/List Manager.
- Assisted in developing standardized templates for note-taking and borrower documentation, improving consistency across the team.
- Processed high-volume cases daily while meeting strict service-level agreements (SLAs) for turnaround time.
- Collaborated with management to implement error-tracking logs that reduced recurring documentation issues.
- Monitored system updates to ensure account information reflected the most recent borrower activity.
- Contacted borrowers to resolve delinquencies, negotiate payment arrangements, and review hardship options in compliance with federal and state guidelines.
- Educated borrowers on repayment and loss mitigation options, ensuring accurate documentation of all conversations and agreements.
- Consistently exceeded monthly performance goals while maintaining compliance with FDCPA and company standards.
- Documented call outcomes and customer agreements in internal systems with 100% accuracy for audit readiness.
- Partnered with internal teams to escalate complex accounts requiring additional review or legal action.
Collector/Data Entry Specialist
FIS/Genpact
04.2023 - 04.2025
- Processed loan information including demographics, loan status, payments, and payoffs using Excel macros and internal systems.
- Performed quality control checks on high-volume data entry to ensure accuracy and reduce downstream processing errors.
- Validated bankruptcy filings, repossession statuses, and payment histories against compliance standards.
- Generated Excel reports for management to track loan performance, account status, and investor reporting needs.
- Maintained accurate digital records and documentation to support audits and regulatory reviews.
- Streamlined workflows by creating standardized Excel templates for recurring data-entry tasks.
- Reviewed borrower hardship documentation for completeness and compliance with investor/federal requirements.
- Conducted detailed audits of modification packages and payoff statements.
- Partnered with underwriters to ensure case files were error-free and ready for review.
- Maintained precise system notes and updated account information for audit purposes.
- Evaluated borrower documentation for accuracy and eligibility.
- Ensured compliance with investor and regulatory requirements during loan processing.
- Conducted quality checks by cross-verifying borrower information and system data.
- Supported audit readiness through accurate documentation and reporting.
Single Point Of Contact
Selene Finance
07.2022 - 03.2023
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Worked with cross-functional teams to achieve goals.
- Maintained updated knowledge through continuing education and advanced training.
- Recognized by management for providing exceptional customer service.
Customer Success Specialist lV
Freedom Mortgage
06.2021 - 07.2022
- Assisted customers with mortgage inquiries and loan applications.
- Resolved customer issues through effective communication and problem-solving skills.
- Maintained accurate records of customer interactions and transactions.
- Collaborated with loan officers to streamline the application process.
- Educated clients on mortgage products and services available.
- Coordinated with underwriting teams to facilitate timely approvals.
- Identified opportunities for cross-selling additional products or services based on customer needs.
- Researched discrepancies between customer files and lender's requirements prior to submission of loan applications.
- Assisted customers in understanding the mortgage process and answered questions regarding closing costs, fees, interest rates.
Education
Bachelor of Science -
FSCJ
Jacksonville, FLSkills
- Account management
- Client retention strategies
- Strong Communication
- Issue resolution
- Time management
- Database management
- Escalation management
- Customer focus
- Emotional Intelligence
- Patience and Empathy
- Microsoft office expertise
- Detail Oriented
- Client relations
- Quality Assurance & Compliance
- Documentation Review & Verification
- Audit Preparation & Risk Mitigation
- Reporting & Case Documentation
Timeline
Seasonal Loss Mitigation Liaison
M&T Bank
05.2025 - Current
Collector/Data Entry Specialist
FIS/Genpact
04.2023 - 04.2025
Single Point Of Contact
Selene Finance
07.2022 - 03.2023
Customer Success Specialist lV
Freedom Mortgage
06.2021 - 07.2022
Bachelor of Science -
FSCJ