Monica Roberts
South Jordan,UT
Summary
Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
Software Quality Assurance Tester
Academy Mortgage
2023.03 - 2024.04
- Perform software compatibility tests across diverse environments, identify development issues through various testing methods
- Document detailed testing procedures for developer reference and future testing endeavors, ensuring optimal functionality and compatibility of new programs and updates with existing applications.
- Improved software quality by developing and executing comprehensive test plans and cases.
Loan Servicing Assistant Manager
Academy Mortgage
2021.09 - 2023.02
- Oversee a team of 10 employees in a contact center environment, encompassing responsibilities such as hiring, employee engagement, and monthly call quality monitoring
- Manage daily operations to ensure attainment of customer experience, quality, productivity, and service goals
- Continuously strive to enhance quality and customer satisfaction while adhering to relevant standards, policies, and regulatory guidelines to promote a safe working environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Renovation Specialist
Academy Mortgage
2018.06 - 2021.08
- Successfully manage portfolios of 40-50 loans daily, fostering relationships with homeowners, contractors, and third-party companies involved in residential renovation projects
- Proficient in meeting tight deadlines within a fast-paced environment
- Implement Servicing guidelines from Fannie Mae, Freddie Mac, and Ginnie Mae
- Facilitate daily coordination of vendor and contractor draw requests, while demonstrating expertise in accounting and construction budgets.
- Streamlined project timelines for increased efficiency by effectively managing resources and coordinating with contractors.
Loan Servicing Specialist
Academy Mortgage
2016.04 - 2018.05
- Created detailed reports documenting progress updates and financial expenditures
- Proficiently managed customer inquiries, concerns, and questions related to mortgage loan servicing, handling approximately 50-75 inbound and outbound calls daily
- Conducted thorough research to provide issue resolution and processed electronic payments
- Responsible for collecting on delinquent loans and monitoring a portfolio of 50-75 loans daily
- Acted as the primary point of contact for written and phone communication with loan officers, investors, and leadership
- Maintained loan records in compliance with applicable laws, regulations, and guidelines.
Education
High School Diploma -
Bingham High School
South Jordan, UT06.2015
Skills
- Time Management
- Loan Portfolio Management
- Regulatory Compliance
- Payment processing
- Loan Reconciliation
- Investor Relationship Building
- Encompass expertise
- Intermediate SQL Knowledge
- Proficient in MSP Black Knight
- Written Communication
- Customer Service
- Multitasking
References
References available upon request
Timeline
Software Quality Assurance Tester
Academy Mortgage
2023.03 - 2024.04
Loan Servicing Assistant Manager
Academy Mortgage
2021.09 - 2023.02
Renovation Specialist
Academy Mortgage
2018.06 - 2021.08
Loan Servicing Specialist
Academy Mortgage
2016.04 - 2018.05
High School Diploma -
Bingham High School