Summary
Overview
Work History
Education
Skills
Timeline

Ric Byers

Las Vegas,NV

Summary

  • Customer-focused professional with extensive experience in the fast-paced call center environment, seeking to transition from a successful career as a Mortgage Loan Officer to a role as a Customer Service Representative.
  • Skilled at exceeding expectations and achieving measurable metrics in a high-pressure setting leveraging extensive experience in a monitored call center environment including recorded and graded inbound calls.
  • Proficient in utilizing computer systems and applications with strong problem-solving abilities, able to handle customer inquiries, complaints, and complex situations with professionalism and empathy.
  • Exceptional communication skills, both verbal and written, enabling effective engagement with customers and colleagues.
  • Adaptable and quick to learn, reliable and dedicated, seeking to contribute expertise and drive exceptional customer service as a valuable asset to the organization.

Overview

14
14
years of professional experience

Work History

Mortgage Loan Officer

First Guaranty Mortgage Corporation
Henderson, NV
03.2021 - 06.2022
  • Originated residential home loans through a proven inbound call center system.
  • Reviewed credit and income documents with clients to determine credit worthiness and choose loan programs that best suited their goals.
  • Worked with other departments to ensure a smooth transaction through loan closing.

Mortgage Loan Officer

Quicken Loans
Las Vegas, NV
10.2019 - 01.2020
  • Duties include but not limited to originating 1st lien mortgages from an inbound call system
  • Assisted processing dept with loan from submission to funding all while adhering to compliance regulations and provided excellent customer service.
  • Understanding of Loan Origination, Processing expectations and Risk factors including analyzing credit/income for Underwriting.
    Fielded incoming phone calls from customers and directed to corresponding department or individual for assistance.
    08/2008 to 07/2012

Mortgage Loan Officer

PennyMac Home Loans
Henderson, NV
07.2012 - 07.2018
  • Originated and funded more than 700 loans through a proven inbound call center system. Entered the loan application using Encompass software, pulled and analyzed credit along with income to determine credit worthiness and qualifications.
  • Assisted processing dept with loan from submission to funding all while adhering to compliance regulations and provided excellent customer service.
  • Understanding of Loan Origination, Processing expectations and Risk factors including analyzing credit/income for Underwriting.
  • Fielded incoming phone calls from customers and directed to corresponding department or individual for assistance.

Call Center Representative

Venetian Hotel & Casino
Las Vegas, NV
08.2008 - 07.2012
  • From a Call center environment made reservations for customers and accurately entered all detailed relevant information into system.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Education

NMLS License #921555

Approved MLO licenses: AZ, CA, CO, FL, IN, IA, MI, MO, ND, TX, VA, OH, VA, UT

Skills

  • Detail-oriented
  • Comfortable in fast paced environments
  • Uncompromising work ethic
  • Hardworking mentality
  • Providing excellent customer service
  • Excellent communication skills
  • Call center experience
  • Inbound phone call management
  • Customer support
  • Analytical abilities

Timeline

Mortgage Loan Officer - First Guaranty Mortgage Corporation
03.2021 - 06.2022
Mortgage Loan Officer - Quicken Loans
10.2019 - 01.2020
Mortgage Loan Officer - PennyMac Home Loans
07.2012 - 07.2018
Call Center Representative - Venetian Hotel & Casino
08.2008 - 07.2012
NMLS License #921555 - ,

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Ric Byers