Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Natoya Battiste

Grand Prairie,TX

Summary

Dynamic Special Loans Analyst with a proven track record at ServiceMac, LLC., enhancing process efficiency and customer satisfaction. Excelled in team collaboration and leadership, leveraging analytical thinking and MS Excel prowess. Achieved notable improvements without specifying percentages, by focusing on strategic problem-solving and effective communication.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Special Loans Analyst

ServiceMac, LLC.
06.2022 - 08.2024
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Assisted with SCRA, Loan Modification, Loan Recasting, and Construction Loans.
  • Increased customer satisfaction by analyzing feedback and implementing necessary changes.
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.

Customer Service Representative/ Special Loans

HomePoint Financial
01.2018 - 06.2022
  • Addressing inquiries, providing information on mortgage products and services, and assisting customers with their needs.
  • Handling a high volume of inbound and outbound phone calls while delivering a high level of professionalism and customer service to our clients.
  • Collect homeowners mortgage payments, and provide assistance , resolve complaints, answer questions and process orders.
  • Sorting and distributing incoming mail, preparing outgoing mail, managing digital correspondence, and maintaining records.

Call Center Representative

PennyMac Loan Services
03.2014 - 09.2017
  • Manage customers expectations and provide clear information effectively.
  • Evaluates customers needs and articulates the features and benefits of products and services and provide the customer with available options.
  • Answer and handle incoming phone calls from customers regarding their mortgage loan.
  • Tracking the mortgage status and payments, initiating foreclosure proceedings in the event of default.
  • Introducing potential customers to our products and services as well as helping them make decisions as to what best suits their needs.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.

Education

General Studies

Boutte Adult Learning Center
Boutte, LA
05.2010

Skills

  • Analytical Thinking
  • MS Excel
  • Team Collaboration and Leadership
  • Documentation And Reporting
  • Strong Verbal & Written Communication
  • Customer Service Excellence
  • Interpersonal Skills
  • Problem Solving & Attention to Detail

Certification

  • Microsoft Office Specialist (MOS) Certification

Timeline

Special Loans Analyst

ServiceMac, LLC.
06.2022 - 08.2024

Customer Service Representative/ Special Loans

HomePoint Financial
01.2018 - 06.2022

Call Center Representative

PennyMac Loan Services
03.2014 - 09.2017

General Studies

Boutte Adult Learning Center

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Natoya Battiste