Marshai Dabney
Mortgage/Customer Service
New Kent,VA
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
21
21
years of professional experience
Work History
Concierge/Registrar
Parallon
10.2023 - Current
- Responsible for timely and accurate patient registration
- Interview patients for all pertinent account information and verify insurance coverage
- Provide exemplary customer service
- Understand/explain policies regarding services, pricing, insurance billing, and payment of accounts
- Process patients charts according to paperwork flow needs.
Security Officer
Admiral Security Services
06.2023 - Current
- Overseeing the daily workflow, schedules, and assignments of security
- Preparing and educating new hires and current staff on how to deal with emergency situations
- Maintain daily records and payroll
- Provide assistance to visitors, ensuring authorization access are well-maintained, responding immediately to alarm or emergency situations, ensuring efficiency of CCTV workings, and maintaining control of security equipment and keys
- Resolve any conflicts following the company's policies so that they can remain consistent.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
Front Desk
Virginia Supportive Housing
10.2022 - 07.2023
- Responsible for monitoring and security of the building and the safety of the residents
- Walk-through inspection of all common areas
- Answer phone, direct calls, and take messages
- Manage email and mail correspondence
- Sign guests in and out
- Assist and help residents having a mental crisis
- Complete work orders, and handle emergency maintenance complaints
- Monitor cameras and note any suspicious activity
- Assist with quarterly inspections
- Conduct move-ins, including the review of rules and regulations with new residents
- Assist with the application process, billing invoices, and resolving challenges to ensure customer satisfaction.
Mortgage Closer
Prosperity Home Mortgage
04.2018 - 02.2023
- Trained and coached employees
- Prepare loan documentation for closing
- Ensure all conditions and regulatory requirements are met prior to closing
- Closing between 50-100 loans a month
- Bond Housing, FHA, VHDA, CONV, and VA Loans
- Ability to make independent judgment calls based on knowledge of federal and state regulatory requirements
- Reviewed funding packages, calculated fees, and arranged for the disbursement of loan funds and balancing the wires for accuracy
- Reviewed title work and homeowner insurance for accuracy and irregularities
- Satisfied post-closing request
- Provide customer service to internal and external customers.
- Resolved issues efficiently during the pre-closing stage, minimizing delays and keeping transactions on schedule.
- Collaborated closely with underwriters, processors, and title companies for seamless loan closing experiences.
- Participated actively in company-wide meetings discussing strategies for improving client service levels within the mortgage department as a whole.
Mortgage Loan Closer/Post Closer/Grant Specialist
SunTrust Mortgage
06.2003 - 04.2018
- Communicated with the sales team and operations to finalize closing documentation
- Validate the accuracy of all documents
- Scheduled closing and send loan packages to closing agents
- Maintain closed units to achieve monthly productivity benchmark target
- Closed FHA, VHDA, CONV, and VA
- Finalize the closing disclosure following TRID rules and regulations Complete funding, wire procedures and perform QA audits.
- Managed a high volume of loans simultaneously, prioritizing tasks efficiently to meet deadlines consistently.
- Acted as Liaison between SunTrust Branches and FHLB First-Time Homebuyers Forgivable Grant Program to make sure policies, procedures, and guidelines are being followed,
Education
Associate Degree -
University of Phoenix
06.2014
Skills
- Exceptional interpersonal and human relations skills
- 20 years in customer service
- Detailed-oriented, able to prioritize, multi-task and meet deadlines in a fast-paced environment
- Self-motivated, with a dedication to keeping up to date with guidelines and technology and applying new knowledge to the job
Timeline
Concierge/Registrar
Parallon
10.2023 - Current
Security Officer
Admiral Security Services
06.2023 - Current
Front Desk
Virginia Supportive Housing
10.2022 - 07.2023
Mortgage Closer
Prosperity Home Mortgage
04.2018 - 02.2023
Mortgage Loan Closer/Post Closer/Grant Specialist
SunTrust Mortgage
06.2003 - 04.2018
Associate Degree -
University of Phoenix
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