Laquandra Cox
Henrico,VA
Summary
Customer service specialist comfortable working in a fast paced environment with strong verbal and written communication skills. Works great in team settings, however , always sure to get individual tasks completed in a timely matter to meet or exceed deadlines. Self starters and willing to provide basic administrative support. Experience in Black Knight and Encompass.Mortgage industry experience
Overview
14
14
years of professional experience
Work History
Mortgage Loan Processor
CAP CENTER
Richmond, VA
09.2021 - Current
- Review loan application and credit files
- Complete borrowers Voes
- Complete verifications for hazard insurance policies and obtain updated policy declarations
- Verify that escrows have been updated and paid
- Contact lenders for 10-15 day payoffs
- Make sure all documents are obtain by borrowers and files are complete.
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
Borrower Service Representative
FREDDIE MAC
01.2021 - 09.2021
- Answering Inbound calls in a fast paced environment and building relationships with our clients to get a better understanding of their mortgage relief needs
- Analyzing situations in a timely manner to assist clients
- Knowledge of FHA , USDA and Conventional loans
- Good understanding of loss mitigation
- Advanced knowledge of Microsoft Word and PowerPoint and strong communication skills
- Processing PPP forgiveness request
- Processing claims and accessing borrowers information in Salesforce.
- Assist with clients who received foreclosure letters
- Effectively responding to borrower inquires via phone, mail, and internet within established timeframes in order to maintain service level expectations
Home Preservation Specialist/ Investor Claims
WELLS FARGO
06.2020 - 01.2021
- Interview borrowers to understand their specific situation
- Answer inbound inquiries from borrowers regarding the status of the loss mitigation review
- Ensure necessary information and complete packages are received in a timely manner
- Access information to inform borrowers of loan terms, important dates and deadlines
- Notify borrowers and ensure their understanding of current status , options, and timelines also help borrowers understand borrowers obligations through the process and the loan modification decision
- Filing claims through Freddie Mac and Fannie Mae
- Analyzing documents to make sure hazard premiums are up to date
- Filing claims on everything we can get reimbursed on such as appraisals and etc.
- Assist customers with pre closure and foreclosure accounts.
- Chargebacks on loss mitigation account or customers who have defaulted
Financial Services Consultant
TOYOTA FINANCIAL
01.2019 - 06.2020
- Build rapport with customers to build a base of referrals to establish customer network
- Sells finance & insurance products to customers while monitoring guidelines for working with customers to ensure maximum customer satisfaction
- Processes finance and lease deals accurately, fairly and in accordance with local, state and federal statutes and company policies
- Process all federal, state, and dealer paperwork related to vehicle transaction
- Upholds the company's non-disclosure and confidentiality policies and agreements
- Researching and resolving inquiries by collaborating with internal and external partners
Government/business Coordinator
VERIZON
11.2016 - 01.2019
- Provide customers with product and service information while delivering great customer service experience
- Assesses the level of risk while making decisions which directly impacts the customer experience
- Ensure that all questions are answered regarding accounts and educating government contracts with customers
- Inbound sales and up sale to fit the customer needs & making necessary changes to business plans and contracts
- Troubleshooting and activate accounts per request
Customer Service Coordinator
CAPITAL ONE FINANCIAL
06.2014 - 11.2016
- Answer inbound calls and greet customers with a welcoming tone, building trust and confidence
- Take an active role in educating customers about products and services associated to their accounts
- Use a conversation-based approach to uncover customers needs using open ended questions
- Perform multi tasks/navigate multiple systems simultaneously to service the customer's account or troubleshoot their questions and issues
- Strive for first call resolution, and take true ownership of customer needs and issues
Retail Sales Representative
ASHLEY HOMESTORE
06.2011 - 06.2014
- Make sure each customer is welcomed with greeting, while building the customer relationship upon entering
- Providing world-class service to each customer making sure that each product and service is tailored to meet the customer's wants and needs
- Deliver exceptional experiences for each guest, resulting in meeting daily sales goals, profitability, and customer loyalty
- Maintained product visibility and stock awareness
- Provided guidance to coworkers on techniques to achieve daily sales goals
Education
Strayer University
DIPLOMA - High school diploma
CLOVERHILL HIGH SCHOOL
06.2010
Timeline
Mortgage Loan Processor
CAP CENTER
09.2021 - Current
Borrower Service Representative
FREDDIE MAC
01.2021 - 09.2021
Home Preservation Specialist/ Investor Claims
WELLS FARGO
06.2020 - 01.2021
Financial Services Consultant
TOYOTA FINANCIAL
01.2019 - 06.2020
Government/business Coordinator
VERIZON
11.2016 - 01.2019
Customer Service Coordinator
CAPITAL ONE FINANCIAL
06.2014 - 11.2016
Retail Sales Representative
ASHLEY HOMESTORE
06.2011 - 06.2014
Strayer University
DIPLOMA - High school diploma
CLOVERHILL HIGH SCHOOL