Marvel Mayer
Customer Service Agent, Loan Processor
Morgonton,NC
Summary
A hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Experienced administrative professional offering solid background in loan processing. Coordinates documents, corrects errors, and liaises with external parties to complete paperwork and facilitate smooth closings. Knowledgeable about Mortgage loans and Mitigations, operations, best practices, and regulatory requirements.
Overview
11
11
years of professional experience
Work History
International Customer Service Specialist
Williams-Sonoma
Morganton, NC
05.2022 - Current
- Processed international shipments, meeting specific customer requirements.
- Delivered strong support and mitigated issues to improve overall customer satisfaction.
- Used email, chat and telephone interactions to engage with customers.
- Collaborated with colleagues to determine appropriate solutions for common customer issues.
- Provided customers with availability, pricing and shipping information to expedite orders.
- Resolved problems to maintain professional relationships with internal and external customers.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
HR Specialist
Wells Fargo
Charlotte, NC
11.2019 - 02.2020
- MS Office
- Excel - Vlookup, pivot tables
- Extended Customer Service strong written and verbal communication skills
- Attention to detail, effective project management skill sets and exceptional typing expertise
- Handling customer's needs with integrity and empathy in one transaction
- Accurately navigating and maneuvering through multiple computer applications and screens simultaneously
- Used the V-lookup to verify and corrected and bonuses or pay wages
- Utilized the company's internal human resources information systems to perform duties., modifications, adjustable rates and lien perfection
- Verification of Flood Pre-Closing Checklist and Flood Insurance policy amount.
Loan Document Specialist, Account Payable Specialist, Account Receivable Clerk
Walmart /Areotek Staffing
Charlotte, NC
07.2018 - 08.2019
- Analyzed documents and data for accuracy and completeness, acquiring missing or correct data when necessary
- Examined, evaluated, and processed invoice or bills for services rendered
- Used excel to find discrepancies in incoming invoices
- Cross Communication with other functional teams to ensure data quality and consistency
- Pinpoint analyzed any bill invoice discrepancies
- Coordinated daily baseline processes to include accuracy and timely completion in compliance
- Processed daily discharges and maintain accurate and updated bed list for both locations
- Effectively communicate the number of available beds to Director and Guest services
- Organized and input all required client profile information in HMIS database
- Provide daily information to participants for New Guest Orientation
- Manage daily data entry, reports, daily log and other baseline responsibilities.
Guest Services Specialist
Men's Shelter Of Charlotte
Charlotte, NC
03.2017 - 07.2018
- Managed guest check-in and check-out procedures.
- Performed checks on rooms and overall property daily.
- Managed customer complaints and rectified issues to complete satisfaction.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Greeted and assisted guests with variety of inquiries, promoting service standards.
- Welcomed large volume of guests and improved overall customer service.
- Cultivated professional relationships with guests, improving customer retention through coordinated service.
- Greeted walk-in and phone guests, determining interests and needs.
Loan Service Specialist
Wells Fargo
Charlotte, NC
03.2016 - 03.2017
- For FHA Settlement
- Prioritized and managed assigned pipeline to meet anticipated closing date and performance metrics
- Verified the validity of account discrepancies by researching information from sales, trade promotions, customer service departments and from customers
- Proficient with reviewing intricate closing documents for confirmation of statutory recording and commitment
- Monitored loans to verify adequate and current insurance coverage.
- Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
- Informed customers of loan application requirements and deadlines.
- Stayed abreast of lending regulations, industry trends and market rates.
- Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
- Met with applicants to obtain information for loan applications and answer questions about processes.
- Set up debt payment plans based on client credit, income and assets.
Customer Service Health Benefit Specialist
Aon Hewitt
Charlotte, NC
06.2015 - 01.2016
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Produced detailed reports and data models to help clients pick optimal plans.
- Made outbound calls to obtain account information.
- Provided beneficiaries with information about plan benefits and eligibility determinations.
Loan Service Specialist
Wells Fargo
Charlotte, NC
09.2012 - 09.2013
- III for Home Preservation Mediation Litigation, Activated and assigned loans that were both mediated and litigated for a home mortgage, home equity, and Wells Fargo
- Portfolios
- Communicated directly with foreclosure attorneys, internal legal department, and outside counsel for loan-level status updates on files to ensure proper handling
- Monitored mailbox assuring that each escalation is handled in the required time frame
- Scheduled all telephonic meditations
- Verify adequate insurance coverage for all secured loans, including hazard, commercial liability, builder's risk, and flood.
- Reviewed client documentation and contracts for discrepancies and mistakes.
- Analyzed applicant's financial and credit status, evaluating assets and risk to determine loan feasibility.
Loan Document Specialist III
CITI Financial
03.2012 - 09.2012
- Reviewed, analyzed and evaluated loan packages which included documents such as credit reports, financial statements and budgets
- Coordinated, ordered and tracked appraisal, title and flood certification, and home insurance
- Prepared documentation and correspondence electronically
- Reviewed document according to Fannie Mae
- FHA, VA & HUD guidelines to also include Short Sales
- FHA processing.
Education
Associated Degree - Restaurant Management
Central Piedmont Community College
Charlotte, NC06.1992
Bachelor - Business Administration
North Carolina Central University
Durham, NC06.1986
Skills
- Building Customer Trust and Loyalty
- Multitasking and Prioritization
- Issue and Complaint Resolution
- Customer Service
- Verbal and Written Communication
- Understanding Customer Needs
- De-escalation Techniques
- Data Entry
- Administrative and Office Support
- Team-Oriented and Cooperative
- Inventory Management
- Strong Analytical and Problem Solving Skills
- Excellent Attention to Detail
- Computer Skills
- Policies and Procedures Adherence
- Refunds and Returns Management
- Work Prioritization
- Patient and Empathetic
- LiveChat Messaging
- Billing Adjustments and Refunds
- Microsoft Office Suite
- Computer Proficiency
- Teamwork and Collaboration
- Microsoft Office
- Proficiency in Microsoft Office and G Suite
- Multi-Line Phone Systems
- NetSuite ERP
- Time Management
- Document Control
- Workflow Management
- Critical Thinking
- Multi-State Payroll
- Payroll Policies and Procedures
- Kronos Workforce Payroll
- ADP Workforce Now
- Employment Verification
- Benefits Administration
- Analytical Skills
- Interpersonal and Written Communication
- Daily Payroll Activities
Timeline
International Customer Service Specialist
Williams-Sonoma
05.2022 - Current
HR Specialist
Wells Fargo
11.2019 - 02.2020
Loan Document Specialist, Account Payable Specialist, Account Receivable Clerk
Walmart /Areotek Staffing
07.2018 - 08.2019
Guest Services Specialist
Men's Shelter Of Charlotte
03.2017 - 07.2018
Loan Service Specialist
Wells Fargo
03.2016 - 03.2017
Customer Service Health Benefit Specialist
Aon Hewitt
06.2015 - 01.2016
Loan Service Specialist
Wells Fargo
09.2012 - 09.2013
Loan Document Specialist III
CITI Financial
03.2012 - 09.2012
Associated Degree - Restaurant Management
Central Piedmont Community College
Bachelor - Business Administration
North Carolina Central University
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