Marsha Ferreira
Bristol,RI
Summary
Experienced manager, extensive experience in management, service, operations, sales, and claims handler. Skilled in problem solving, project management, flexible and versatile. Always able to step in and perform tasks as needed and create workflows to improve efficiency. Background in Home Equity, Mortgage, Personal lines/loans, CD/Savings Secured, Auto Loans, Fraud, Risk, Compliance, and Insurance
Overview
14
14
years of professional experience
Work History
Claims Adjuster
Norfolk & Dedham
Dedham, MA
03.2024 - Current
- Determined reserves for each claim based on estimated costs of settlement or defense.
- Adhered strictly to departmental guidelines; ensured that all activities were compliant with applicable state laws.
- Conducted interviews with claimants, witnesses and medical professionals to obtain additional information about the claim.
- Analyzed facts of loss including photographs, diagrams and other evidence to identify potential sources of recovery.
- Provided training sessions for new adjusters on best practices for adjusting claims.
- Interpreted policy language to determine coverage for insureds under various lines of business.
- Investigated insurance claims, reviewed coverage and liability, prepared reports and recommended payment or denial of claims.
- Utilized claim handling software to document and manage claim files efficiently.
Claims Adjuster Trainee
Progressive
Johnston, RI
05.2023 - 11.2023
- Completed claims training
- Handle reported claims, work with our insured customers, claimants, etc. to ensure claims properly investigated and closed while adhering to compliance and risk requirements
Home Equity Specialist
Bank Newport
Middletown, RI
01.2022 - 01.2023
- Handled processing of home equity applications from disclosures, funding and post-closing within 30-day turn time
- Worked with loan officers, branches, and borrowers to obtain all conditions while maintaining appropriate call back responses and turn time of applicaiton processing
- Assisted in process functions, policies and procedures for new system roll outs while getting applications processed and completed in a previous system
Direct Mortgage Loan Officer
Embrace Home Loans
Middletown, RI
08.2020 - 06.2021
- Obtained all NMLS Licensing, licensed in 25 states
- Informed borrowers in depth of product rate and terms while adhering to compliance and federal regulations
- Handled incoming calls for refinance and purchase mortgage loans from customer's receiving marketing material as well as internet inquiries
- Averaged 25 million in sales quarterly
- Aslan Trained- concept of being othercentric in communication
Direct to Consumer HELOC Specialist
Santander Consumer USA
East Providence, RI
03.2019 - 08.2020
- Took an average of 50 incoming calls from borrowers who received promotional offers by mail, End of Draw (existing customers), Inside Sales, and branch offices
- Input 12 applications per day during high volume, booked 25-40 units per month
- Informed borrowers in depth of product, rate, terms and preliminary conditions while adhering to compliance and federal regulations as well as maintaining service levels for incoming calls and turn time of processing applications within a 30-day time frame
Home Loan Originator
Citizens Bank
Warwick , RI
12.2017 - 03.2019
- Averaged 35-40 calls a day, 5-8 applications, booked 25-35 units per month
- Outbound leads from Velocify generated via Lending Tree, declined branch applications and end of draw customers
- Responsible for reaching out to borrowers and branches for in depth review of counteroffers
- Cross-sold customers to alternate products and services within the bank; checking account products, fixed home equity loans, mortgage options, and personal loans
Mortgage Retail Team Manager
Santander Consumer USA
East Providence, RI
05.2016 - 12.2017
- Managed team of 26 processors
- Process improvement and training of new hires
- Coordinated staff meetings, wrote and updated procedures/worfklows, prepared and delivered mid-year and annual reviews for all team members
- Created audit tool to ensure processors making appropriate contact and follow up to ensure turn times for purchases and refinances
- Resolved escalated issues and complaints from internal/external customers as needed, worked with underwriting and other operations teams to complete files as needed to provide resolutions, and assisted with daily production as needed
Closing Team Consumer Credit Team Manager
Santander Consumer USA
East Providence, RI
04.2011 - 03.2016
- Managed team of 10 Closing Specialists
- Quality Assurance reviews and tracking of closing checklists used for daily functions
- Monitored daily service levels for Home Equity closings, unsecured loan closings, overdraft lines, withdrawal station, CRA (Community Reinvestment Act) products, 4506T's, and Credit Inquiry Affidavits
- Reviewed daily reports to ensure all service levels met and exceeded
- Managed and maintained department mailbox as well as closing calendar mailbox for internal customers
- Patricipated in Credit Card fraud project, fraud alerts, and customer contact
Education
Project Management Certificate - Project Management
Bryant University
Smithfield, RI04-2023
Bachelor of Arts - Psychology/Minor Sociology
Rhode Island College
Providence, RI06-2002
Associate of Arts - Undergraduate Studies/General Education
Roger Williams University
Bristol, RI06-1996
Skills
- Management
- Project Management
- NMLS Licensed
- Compliance and Risk Intellect
- Underwriting
- Quality Assurance
- Customer Service
- Claims Handling
- Sales
- Highly proficient in Microsoft Word, Excel, and Powerpoint
Timeline
Claims Adjuster
Norfolk & Dedham
03.2024 - Current
Claims Adjuster Trainee
Progressive
05.2023 - 11.2023
Home Equity Specialist
Bank Newport
01.2022 - 01.2023
Direct Mortgage Loan Officer
Embrace Home Loans
08.2020 - 06.2021
Direct to Consumer HELOC Specialist
Santander Consumer USA
03.2019 - 08.2020
Home Loan Originator
Citizens Bank
12.2017 - 03.2019
Mortgage Retail Team Manager
Santander Consumer USA
05.2016 - 12.2017
Closing Team Consumer Credit Team Manager
Santander Consumer USA
04.2011 - 03.2016
Project Management Certificate - Project Management
Bryant University
Bachelor of Arts - Psychology/Minor Sociology
Rhode Island College
Associate of Arts - Undergraduate Studies/General Education
Roger Williams University
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