Michael Tavarez

Owning customer experience from initiation to closing of mortgage loan application. Effectively communicating with customers to set expectations, collect supporting documentation and disclosing applicable fees. Maintaining detailed notes on each customers file. Perform compliant quality checks in adherence with industry regulations and deadlines.

Received and processed required documents on all paper and electronic titles. Handled incoming and outgoing calls from customers and internal departments. Performed quality control checks for accuracy in the title package and ensure all proper documents had been collected. Researched and resolved customer issues on loan documents or title related problems in a timely fashion.

Initiated timely contact with customer upon loan approval, relayed approval terms and conditions, communicated processing methods and confirmed closing expectations. Notated adequate electronic records to file on all customer loan applications. Prepared accurate disclosures and loan closing documents to ensure secure transmission of all confidential documentation and information.

Oversaw customer service departments for all branches. Ensured timely training, implementation, and adherence of applicable compliance and regulatory mandates. Recommended and implemented policies that improved organizational operating methods, procedures, and customer satisfaction. Made on-site visits to each branch post policy deployment.

Conducted hiring, training, coaching and development for a highly-engaged service team. Provided effective coaching, and provided feedback to team to ensure consistent performance and excellent customer satisfaction. Demonstrated excellence at managing complex customer concerns and transactions. Served as a model for customer experience culture while embracing diversity and maintaining ethics and integrity.