MOISES A SANTOS
Dallas,TX
Summary
Effective and highly motivated professional associate with a diverse of experience. A skilled communicator: able to maintain cultural sensitivity, establish rapport with diverse groups, and promote team cohesiveness. A dedicated and enthusiastic bilingual individual, able to motivate teams to perform at their best in providing excellent service and developing ongoing, profitable client relationships.
Overview
19
19
years of professional experience
Work History
Loan Originator Assistant
Fairway Independent Mortgage
08.2022 - Current
- Manage and maintain data integrity for closing dates and closing methods
- Assist Branch Managers when needed with administrative tasks
- Ensures the smooth flow of all mortgage loans from application to closing
- Develop new methods and procedures to increase daily operations efficiency
- Responsible for monitoring the mortgage process to help ensure loans meet underwriting and compliance guidelines
District Leader
Primerica Financial Services
03.2015 - Current
- Developed rapport with each client through phone or at an appointment
- Cold Prospecting clients
- Educating potential clients on products and services
- Daily activity setting appointments
- Attend special events, trainings, meetings on a weekly basis
- Coordinate with leaders on Policy deliveries for new clients
Loan Originator Assistant
Cardinal Financial
01.2022 - 08.2022
- Manage and maintain data integrity for closing dates and closing methods
- Assist Branch Managers when needed with administrative tasks
- Ensures the smooth flow of all mortgage loans from application to closing
- Develop new methods and procedures to increase daily operations efficiency
- Responsible for monitoring the mortgage process to help ensure loans meet underwriting and compliance guidelines
Loan Originator Assistant
Townsquare Mortgage
01.2021 - 12.2021
- Assist Loan Officer and client with completing loan applications
- Assist Loan Officer with all required functions for complete loan application to move to Processing
- Assist with customer communications – past, present, and future
- Persistence in follow up for documentation needed in files
- Being able to handle and communicate with difficult clients at times
- Communicate visibility into loan status for loan officers/branch managers and operations Loan Counselor
PennyMac Loan Services
04.2020 - 01.2021
- Receive calls through an inbound queue or outbound call campaign to assist customers with resolving their early-stage default, by establishing the reason for the delinquency, understanding their ability to pay, securing payment(s), and offering alternatives to foreclosure when applicable
- Update customer financial information to initiate foreclosure alternative programs, provide results and next steps based off the recommendation received
- Effectively service, resolve and document escalated customer issues
- Manage self-follow-ups to ensure that they are addressed in a manner
Licensed Benefit Counselor
Mercer/Icon Consultants
08.2019 - 04.2020
- Assisted employees selecting their core benefits through enrollment platform
- Reset passwords for login to enrollment platform
- Explained differences on spending accounts
- Compared different medical, dental and vision plans available
- Built rapport with employees to provide extraordinary customer service experience
- Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from benefit election errors, protecting company reputation and loyal client base
- Managed 100% quality assurance program metrics, evaluations, adherence and customer surveys
Lead Caller
Town Square Mortgage
03.2018 - 07.2019
- Present company services to potential customers
- Exceptional attention to detail and follow up with direct reports
- Proficient with Excel, Word and Outlook
- Good communication skills with execution of feedback, coaching and customer experience
- Possess organizational abilities and attentiveness to details
- Handled all incoming calls and inquiries from potential customers
- Effectively controlled the release of proprietary and confidential information for general client lists
- Planned and executed 70 + calls to leads from platform
Insurance Coordinator
Care Options for Kids
02.2017 - 03.2018
- Processing submission of evaluation orders to and from Physicians, customer service, follow up calls to referral sources, interaction with Medicaid payers to obtain pre-authorizations, assisting Clinical Site Managers, throughout Texas, and office staff when needed
- Must possess ability to function at high level team environment
- Ability to learn and efficiently use various computer software/systems
- Escalate issues and highly complex client inquiries if you are unable to resolve them
- Maintain proficiency in all technical applications
- Comply with all current policies and procedures as well as maintain compliance with applicable Medicaid and HIPAA guidelines
Licensed Benefit Advisor
Homeland Healthcare
06.2015 - 02.2017
- Enroll Group members into supplemental health benefits
- Review plans available with prospects that can fulfill in gaps over current coverages
- Assist clients with questions or concerns regarding benefit payout
- Provide customers with suggestions on which plan will be better based on needs
- Help team members with any questions, concerns about how to deal with objections
- Responsible for adhering to established Company policies and procedures
Licensed Benefit Advisor
Optum/HealthNet Health Insurance
10.2014 - 06.2015
- Plan based enroller for health insurance in off-exchange/on-exchange under Affordable Care Act
- Licensed agent for states of Texas, California, Oregon, Arizona and Washington
- Build rapport with potential consumers
- Discuss plans available in area of consumer and providing best opinion on each plan
- Help team members with any questions or concerns
- Provide consumers accurate information regards to each plan
- Explain difference in HMO/PPO/EPO/HSP plans
- Create/follow-up with leads thru Salesforce
Licensed Life Insurance Agent
Liberty National Life and Supplemental Health Insurance
07.2014 - 10.2014
- Developed rapport with each client through phone or at appointment
- Responsible for recruiting new agents weekly
- Responsible for creating new ideas on how to obtain new leads
- Responsible for attending call clinic to setup appointments with clients
- Maintain referrals on weekly basis
- Promoted policies, specialized kits from company at special events
- Act in confidence by answering any questions clients had or deal with objections
- Providing clients importance of need of Life Insurance
Customer Care Representative/Specialty Rep
Ambit Energy
04.2013 - 06.2014
- Responsible for assisting customers with any questions or concerns regards to their account, invoices, payments, documents and requests
- Use BN Client system to fully document issues, requests, information given to customers, payment information, etc
- Manage incoming calls from customers, initiate proactive calls to customers relating to service issues, payment requirements, account information
- Promote good customer relations by consistently providing premier customer satisfaction with friendly demeanor, can-do attitude, and willingness to help at all times even when assisting difficult, sensitive or emotional customers
- Maintain quality scores and call center metrics while working in fast paced, team environment
Tier II Agent/ Team Lead/Help Desk Technician, Manager
Pinnacle/AT&T U-Verse
04.2011 - 04.2013
- Responsible for providing excellent customer service, up selling and cross selling, handling inbound/ outbound calls, provisioning orders and conveying the value of AT&T U-Verse products and services
- Knowledgeable of all AT&T U-Verse products and order fulfillment processes
- Use CRM system to fully document issues and/or resolutions in a timely and accurate manner
- Work with internal AT&T operations teams to correct issue or provide resolution
- Attain customer agreement to final resolution and closure of issue/dispute
Subway Restaurant
01.2005 - 04.2011
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches
- Trained and guided team members to maintain high productivity and performance metrics
- Conducted monthly inventories of raw materials and components on work floor
- Increased sales by 30%
Education
Associate of Arts - Kinesiology
Brookhaven Community College
Farmers Branch, TX2010
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Thomas Jefferson High School
2005
Skills
- Coaching
- File Processing
- CRM
- Customer relations
- Customer service
- Excel
- Outlook
- Word
- Recruiting
- Sales Training and Leadership
- Loyal leadership approach
- Leadership
- Business Development
- Licensed Counselor in 30 states
- Benefits management
Languages
Spanish
Native or Bilingual
Timeline
Loan Originator Assistant
Fairway Independent Mortgage
08.2022 - Current
Loan Originator Assistant
Cardinal Financial
01.2022 - 08.2022
Loan Originator Assistant
Townsquare Mortgage
01.2021 - 12.2021
PennyMac Loan Services
04.2020 - 01.2021
Licensed Benefit Counselor
Mercer/Icon Consultants
08.2019 - 04.2020
Lead Caller
Town Square Mortgage
03.2018 - 07.2019
Insurance Coordinator
Care Options for Kids
02.2017 - 03.2018
Licensed Benefit Advisor
Homeland Healthcare
06.2015 - 02.2017
District Leader
Primerica Financial Services
03.2015 - Current
Licensed Benefit Advisor
Optum/HealthNet Health Insurance
10.2014 - 06.2015
Licensed Life Insurance Agent
Liberty National Life and Supplemental Health Insurance
07.2014 - 10.2014
Customer Care Representative/Specialty Rep
Ambit Energy
04.2013 - 06.2014
Tier II Agent/ Team Lead/Help Desk Technician, Manager
Pinnacle/AT&T U-Verse
04.2011 - 04.2013
Subway Restaurant
01.2005 - 04.2011
Associate of Arts - Kinesiology
Brookhaven Community College
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Thomas Jefferson High School
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