Nicole Bertelsen
Lake Forest,CA
Summary
Experienced professional with a strong background in administrative tasks and a keen eye for operational efficiency. Skilled in scheduling, document management, and providing exceptional customer service. Adaptable team player who excels in new environments and consistently achieves results. Recognized for reliability, effective communication, and efficient problem-solving abilities.
Overview
17
17
years of professional experience
Work History
Customer Relations Representative I
Santa Margarita Water District
10.2023 - Current
- Providing first response to customer service requests regarding potable water, wastewater, and recycled water services for residential, commercial and construction accounts
- Responding promptly and professionally to customer inquiries through various communication channels (phone, email, in-person)
- Listening actively to customers, understanding their concerns, providing appropriate solutions or information, and educating them about water conservation practices, leak detection, and responsible water usage
- Assisting customers in setting up new water service accounts, transferring service or disconnecting service as needed
- Addressing billing discrepancies, resolving disputes, guiding customers through payment arrangements, and explaining water bills to customers including charges, usage, and payment options
- Updating customer account information accurately in the system and ensuring data integrity while maintaining detailed and accurate records of customer interactions, inquiries, and resolutions
- Providing information about water district rates, policies, regulations, and any changes that may affect customers
- Performing reception and front desk payment processing duties including maintaining and reconciling the cash drawer at the beginning and end of each shift
Customer Relations Representative I (Temp)
PrideStaff for Santa Margarita Water District
04.2023 - 10.2023
- Temporary job assignment with the same duties as listed above
Notary Public/Loan Signing Agent
Independent Contractor
09.2019 - 04.2023
- Facilitated mortgage loan document signings with borrowers, escrow companies, mortgage companies and signing agencies on a contract basis in a timely matter to meet all closing dates and stipulations
- Reviewed and notarized loan documents with customers thoroughly & efficiently ensuring accuracy and completeness while keeping up with all current lending laws and guidelines
Operations Assistant
Guaranteed Rate
08.2016 - 09.2019
- Worked closely with sales and processing to ensure a timely and accurate closing
- Assisted Mortgage Consultants and Loan Coordinators with researching and verifying information about the loan applicant as well as the gathering of necessary documentation to submit to underwriting for loan approval
- Maintained open lines of communication throughout the transaction ensuring that key points of information were relayed to the appropriate parties
Jr. Funder (Temp)
Robert Half Staffing for Banc of California
03.2016 - 07.2016
- Prepared all post-closings to meet TRID and investor guidelines prior to being packaged and shipped
- Prepared all post consummation Final Closing Disclosures to meet compliance
- Assisted funding department in auditing files and rectifying any cost to cure for files out of tolerance for TRID guidelines
- Worked with the post-closing/insurance department in ensuring all compliance issues were rectified and properly documented
Lead Finance Coordinator
Enver Solar
04.2015 - 11.2015
- Managed the development, negotiation and financing of all energy efficient home improvement transactions including creating / maintaining the financial model of the transaction and bringing the solar, roofing and/or HVAC financing to a close
- Negotiated acceptable finance terms with clientele which included government-based PACE financing, both revolving and installment private unsecured loans and Clean Power Finance lease options including PPAs
- Received up to 10 new finance applications daily
- Successfully approved on average 75+ transactions monthly
Client Services Manager
Monarch Capital (Subsidiary of AKT, American Capital Inc.)
04.2014 - 03.2015
- Managed the customer relationships from submission and handled all necessary steps in accordance with internal policies and procedures to bring the transaction to funding while keeping up to date on and maintaining external compliance guidelines
- Assisted both loan originators and processors, acting as a liaison between the two
- Prepped files for submission: Retrieved signed disclosures in accordance with RESPA, ordered necessary third-party verifications, reviewed file for completeness and accuracy, Ran AUS and ensured loan met investor and/or lender guidelines prior to submission to the processor
Client Engagement Representative
TeleParent Educational Systems
08.2008 - 03.2009
- Successfully handled all outbound sales calls and taking inbound customer service calls
- First point of contact in customer interactions or transactions: resolved any issues, responded to inquiries, handled complaints or comments
Education
High School Diploma -
Esperanza High School
Anaheim, CASkills
- Customer relations
- Administrative support
- Effective client correspondence
- Proficient in Microsoft Office applications
- Documentation management
- Secure handling of confidential files
- Scheduling and calendar management
- Meticulous attention to detail
Timeline
Customer Relations Representative I
Santa Margarita Water District
10.2023 - Current
Customer Relations Representative I (Temp)
PrideStaff for Santa Margarita Water District
04.2023 - 10.2023
Notary Public/Loan Signing Agent
Independent Contractor
09.2019 - 04.2023
Operations Assistant
Guaranteed Rate
08.2016 - 09.2019
Jr. Funder (Temp)
Robert Half Staffing for Banc of California
03.2016 - 07.2016
Lead Finance Coordinator
Enver Solar
04.2015 - 11.2015
Client Services Manager
Monarch Capital (Subsidiary of AKT, American Capital Inc.)
04.2014 - 03.2015
Client Engagement Representative
TeleParent Educational Systems
08.2008 - 03.2009
High School Diploma -
Esperanza High School
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