Lori-Ann L. Brown
Hampton
Summary
Experienced and dependable professional re-entering the mortgage industry with a strong background in loan processing, compliance, and client service. Supported by degrees in Paralegal Studies and Business Management. Known for integrity, attention to detail, and a steady, solution-focused approach. Brings a mature perspective, strong work ethic, and a deep understanding of the regulatory environment surrounding mortgage servicing.
Overview
7
7
years of professional experience
Work History
Customer Service Associate
The Home Depot Inc
08.2022 - Current
- Assisted customers with product selection, order entry, and payment processing.
- Assisted with training new employees on the company’s procedures for handling customer inquiries.
- Computed sale prices and totaled purchases with POS system or cash register.
- Provided excellent customer service in a fast-paced call center environment, responding to inquiries and resolving customer issues quickly and efficiently.
- Adhered to all established standards for quality assurance purposes as well as safety procedures.
- Voice of the Associate surveys ask questions about employee engagement, satisfaction, and ideas for improvement
Shareholder Service Representative
BNY Mellon Bank- Primerica Shareholder Services
04.2022 - 06.2022
- Assist shareholders with account inquiries, including balance checks, transaction history, and fund performance.
- Process and facilitate the purchase, sale, or exchange of mutual fund shares.
- Assist with IRA account setup, transfers, and distributions.
- Support shareholders in setting up online accounts, helping with login issues, and navigating online portals.
- Answer questions related to investment options, account issues, and company policies.
- Educate shareholders on the available products and services.
- Troubleshoot issues and escalate complex matters to senior team members or management.
- Ensure accurate and timely data entry for shareholder transactions and account details.
- Maintain comprehensive records of interactions, transactions, and issues resolved.
- Contract
Disability Claims Specialist
Metlife Disability
10.2020 - 04.2021
- Analyzed and interpreted disability claims regulations, policies, and procedures to ensure compliance with applicable standards.
- Collaborated with stakeholders such as adjusters, attorneys, doctors, and employers to gather relevant information about pending cases.
- Processed new applications within established timeframes while maintaining a high level of customer service.
- Managed high caseloads effectively, ensuring all disability claims were processed promptly and accurately.
- Reviewed medical records, statements, and other documents pertinent to the evaluation of disability claims.
- Maintained up-to-date knowledge of changes in regulations affecting the field of disability claims processing.
- Developed comprehensive knowledge of state and federal laws governing disability claims processing.
PREFERRED MEMBERS / CLIENT REPRESENTATIVE
Bank of America
10.2019 - 10.2020
- Conveys an attitude of genuine service with all Customer questions regarding accounts
- Maintains communication to address customer expectations, needs, and concerns
- Demonstrates how the company’s products/services will benefit customers
- Successfully negotiates with customer through Banking System and E-banking System
- Maintained accurate documentation of customer interactions using CRM software systems.
- Advised customers on product features best suited for their individual needs and preferences.
- Provided customer service to clients, including answering inquiries and resolving complaints in a timely manner.
- Ensured compliance with company policies, procedures, laws and regulations related to customer relations.
CSR/Priviate Wealth Teller
BankNewport
01.2018 - 01.2019
- Launched New Product mapping for Checking Accounts
- Assist Customers with Online/Electronic issues or concerns
- Conveys an attitude of genuine service with all Customer questions regarding accounts
- Maintains communication to address customer expectations, needs, and concerns
- Demonstrates how the company’s products/services will benefit customers
- Frequently requests customer feedback
- Successfully negotiates with customer through Banking System and E-banking System
- Changes standard approach to reflect specific needs of customer
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
Education
Bachelor of Science - Paralegal Studies
Roger Williams University
Bristol, RIAssociate of Science - Account Management
Community College of Rhode Island
Warwick, RISkills
- Loan Management
- Title Review expertise
- Legal document analysis
- Credit evaluation
- Investment portfolio management
- Loan Commitments
- COCC Banking System/Core
- Legal and Court processes
- Title examination
Timeline
Customer Service Associate
The Home Depot Inc
08.2022 - Current
Shareholder Service Representative
BNY Mellon Bank- Primerica Shareholder Services
04.2022 - 06.2022
Disability Claims Specialist
Metlife Disability
10.2020 - 04.2021
PREFERRED MEMBERS / CLIENT REPRESENTATIVE
Bank of America
10.2019 - 10.2020
CSR/Priviate Wealth Teller
BankNewport
01.2018 - 01.2019
Bachelor of Science - Paralegal Studies
Roger Williams University
Associate of Science - Account Management
Community College of Rhode Island
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