Monique Soto
Jacksonville,FL
Summary
Qualified professional with drive for excellent customer service focused skills. Experienced on diverse software competence and effective, multi-level communication skills. Fast-paced and analytical thinking and detail-oriented problem solver. Comfortable working in a fast-paced deliverable-driven environment. Effective multi-tasker with top notch time management skills. Skills: Microsoft Word, Excel and Outlook, Internet, typing, data entry. Current skills: Data Spreadsheet and Tableau Spreadsheet review. Previous years of Group Insurance Claims Processing, Quality Review. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Customer Service Representative/QA Commercial Lending
PNC Financial Services
11.2022 - Current
- Handled internal,external customers inquiries and suggestions courteously and professionally.
- Assisting borrowers with their retail loan documentation information.
- Taking various calls and emails from title companies, mortgage loan officers.
- Provided assistance to many team players on how to execute various transactions in Commercial Lending Operations Department.
- Quickly learning, assisting, other team players, what fields are needed to be completed in (ACBS System) on Commercial Lending software for different specialty customers and deals.
- Gathering and analyzing data from customers income documents.
- Auditing and providing resolution for quality analyst in Commercial Lending Department, by implementing day to day instructions indicated on Quality Control Originations Process job aide
- Interpreting and initiating various procedures using job aides needed instructions in (ACBS, Capital Stream and Class Systems) for specific types of notes, credit agreements, security agreements, guarantor agreements
- Assisted, Libor Replacement Team for QLP Recon – Cleanup Project.
- Implementing ACBS System for various procedures to rectify special client’s business rates.
- Reviewed mortgage closer’s final Closing Disclosure, in retail closing department for QA review
- Trained and managed over 10 Commercial Lending QA reviewers.
- Mentored, trained and managed mortgage loan retail funders on wire procedures for funding mortgage loans to provide necessary funds to closing table.
Loan Closing Associate/Customer Service Representative
PNC Financial Services
09.2020 - 11.2022
- Audit documents for closed loans and disbursed loan funds
- Prepared and reviewed all loan documents for completeness and accuracy
- Reviewed documentation and verify work process to ensure completeness, accuracy, and conformance to established service levels and applicable policy procedure
- Collaborated with internal and external business affiliates, to provide communication, document, or other action items to complete transactions
- Escalated issues appropriately
- Provided responses to inquiries and ad hoc requests
- Scheduled time frames for loan closings considering loan commitments and customer needs
- Provided excellent assistance, per management 3rd quarter review, on closing instructions and documents to facilitate settlement of mortgage loans per PNC established guidelines
- Managed and trained new funders on new managerial wire and funding procedures
- Reviewed third party prepared closing documents for compliance with instructions and guidelines
- Prepared funds for loan delivery
- To closers
- Gathered, reviewed, and cleared all prior to closing loan conditions
- Communication of loan status to loan officers and management, during wire ordering process
- Acted as liaison to quality support teams and management to establish quality results to all closers
- Delivering high results as funder and assisting management with details on all quality review of final closing disclosure.
Mortgage Quality Analyst I
The Stonehill Group
08.2019 - 09.2020
- Provided compliance and post close audits on conventional, and government (agency) type Mortgage loan files originated for sale to Fannie Mae, Freddie Mac, FHA, VA, USDA, or Private Investors
- Reviewed closed loan documents to ensure compliance with all Federal, State, and local regulations
- Assess incoming loan files for data integrity
- Audited minimum of 10 files per day AND maintain 95% or higher rate of accuracy
- Review with company's proprietary software for reporting purposes stay current on all agency, federal and state guidelines
- Participate in on-going training as industry evolves
- Managed time efficiently and prioritize workloads to meet strict deadlines while handling multiple tasks
- Personally, taking ownership and delivering on high quality results on monthly.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions
- Analyzed quality and performance data to support operational decision-making
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Developed and maintained quality assurance procedure documentation
- Created and revised procedures, checklists and job aids to reduce errors
- Defined and implemented quality initiatives to reduce risk
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity
- Participated in departmental meetings to establish short- and long-term strategy
Loan Servicing Analyst/Customer Service Representative
Ditech Financial/Insight Global
05.2019 - 08.2019
- Responsible for researching and analyzing past loan history to ensure that the loan being serviced appropriately
- Managed and trained new loan servicing analyst
- Conducting quality control of wires of loans from the India team, offshore, consisting of loan backlog
- Working through a proprietary que, checking for accuracy of loan processing numbers by live checks and check imaging
- Handling check return, reissues, reimbursement, escrows and ensure that SLA's (service level agreement) deadlines are met on all processes.
Compliance Auditor
Loan logics
08.2016 - 05.2019
- Performing compliance audit review on Pre and Post Closed Mortgage Loan transactions
- Provided extensive quality assurance review and rebuttal process, providing extensive review results
- Adhered to TRID TILA/RESPA State and Federal Laws and comply with SLA for each client
- Working on Loan HD system assists in daily compliance audit review and rebuttal process
- Plan internal client meetings, oversee financial disclosures and provide calibration calls to clients while providing feedback regarding all audit reviews and rebuttal process
- Improved 100% customer care by initiating improvements to auditing process
- Maintained and cultivate master inventory of business practices and policies
- Managed and trained new compliance auditors
- Make recommendations to financial management regarding software, policies, and audit triggers
- Create and update internal audit plan.
Sr. Mortgage Closer
PNC Financial Services/Robert Half Agency
12.2015 - 08.2016
- Coordinated all aspects of the mortgage application process
- Work with management gathering and tracking all necessary data related to loan originations with objective of determining most cost effective and time efficient way of generating loans
- Delivered closing instructions and documents to facilitate the settlement of loans according to established guidelines
- Reviewed third party prepared closing documents for compliance with our instructions and guidelines
- Prepares & requests funds for loan delivery
- Communicate with interested parties to closing transaction
- Reviewed documents collected at closing and take appropriate next steps to resolve discrepancies and acts as an escalation resource to provide guidance and expertise to closers
- Gathered, reviewed and cleared of all prior to closing loan conditions resulting in the processor issuing the final approval
- Prepared and reviewed critical closing documents for mortgage home loan funding
- Ensured all PNC Closing policies and procedures are maintained
- Calculated loan interest and principal payment and closing costs using computer or factor table and calculator
- Assembled closing documents for delivery to title companies and closing agents
- Approved mortgage loan conditions that must be met at closing
- Communicated with various title companies and closing agents to obtain outstanding closing documents needed prior to funding and disbursement of loan.
Customer Service Representative
Florida Blue Cross and Blue Shield/Alluvion Staffing
09.2014 - 12.2015
- Assisted new and existing members with their subsidy for Affordable Care Act (ACA) application online through FL Blue and Healthcare.gov
- Provided outbound calls to members needing to update their subsidy for Affordable Care Act and renew their coverage
- Gathered and organize data from new and existing members ACA applications
- Compiled and analyzed reports and identify discrepancies that require management’s attention
- Managed 100 + members’ subsidy ACA applications and devote time to risk management, especially with regard to application discrepancies.
Education
Computer Science
University of Maryland
College Park, MDComputer Science
Rutgers, The State University of New Jersey
New Brunswick, NJHigh School Diploma -
Perth Amboy High School
Perth Amboy, NJSkills
- Complaint Resolution
- Wire Funds Proficiency
- Paperwork Processing
- Data Entry Proficiency
- Data Collection
- Clerical Support
- Proofreading
- Microsoft Outlook
- Money Handling Abilities
- Microsoft PowerPoint
- Project Management Abilities
- Account Management
- Active Listening
- Service Standard Compliance
- Customer Relationship Management (CRM)
- Administrative Support
- Medical Terminology Knowledge
- Professional Telephone Demeanor
- Problem-Solving Abilities
- Reading Comprehension
- Client Relations
- Research
- Technical Support
- Delivery Scheduling
- Quality Control
- Computer Proficiency
- Spreadsheets
- Customer Service
- Office Equipment Proficiency
- Multi-Line Phone Talent
- Team Development
- Quality Assurance Controls
- Conflict Mediation
- Microsoft Excel
- CRM Software
- Critical Thinking
- Document Control
- Problem Resolution
- Conflict Resolution
- Credit Adjustments
- Training Development Aptitude
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Supervised team of 10 staff members.
- Collaborated with team of 10 in the development of Retail Mortgage Closing Disclosure QA.
- Achieved 100% rating through effectively helping quality review Retail Mortgage Closing Disclosures.
- Documented and resolved high volume of QA review on Commercial Lending deals which led to 100% rating and Spotlight recognition.
Timeline
Customer Service Representative/QA Commercial Lending
PNC Financial Services
11.2022 - Current
Loan Closing Associate/Customer Service Representative
PNC Financial Services
09.2020 - 11.2022
Mortgage Quality Analyst I
The Stonehill Group
08.2019 - 09.2020
Loan Servicing Analyst/Customer Service Representative
Ditech Financial/Insight Global
05.2019 - 08.2019
Compliance Auditor
Loan logics
08.2016 - 05.2019
Sr. Mortgage Closer
PNC Financial Services/Robert Half Agency
12.2015 - 08.2016
Customer Service Representative
Florida Blue Cross and Blue Shield/Alluvion Staffing
09.2014 - 12.2015
Computer Science
University of Maryland
Computer Science
Rutgers, The State University of New Jersey
High School Diploma -
Perth Amboy High School
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