Robi Carter-Jones
McCalla,AL
Overview
16
16
years of professional experience
Work History
Customer Service Representative 1 - Sr. Product
Blue Cross and Blue Shield of Alabama
05.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
SENIOR MORTGAGE LOAN CLOSING ANALYST
BBVA/PNC BANK
03.2020 - 09.2023
- Coordinated with Settlement Agents to ensure the timely and accurate submission of title fee documentation
- Implemented PNC Fee Policy and regulatory guidelines into Empower by conducting comprehensive reviews of title fees
- Performed in-depth analyses of escrow data, loan terms, and financial structures, ensuring strict compliance with Loan conditions and PNC policy
- Executed systematic validations to meticulously verify the precision of the Final Closing Disclosure
- Generated and validated closing disclosures, adhering to RESPA-TILA guidelines and maintaining data accuracy
- Collaborated closely with cross-functional teams to enhance process efficiency and streamline the mortgage loan closing workflow
- Continually monitored and updated industry regulations, implementing changes as needed to remain compliant.
SENIOR LOAN PROCESSOR
BBVA
03.2015 - 03.2020
- Collected and organized borrowers' information to create comprehensive loan applications and, when necessary, initiated the submission of applications to underwriters for pre-approval
- Maintained the accuracy and integrity of all data and process inputs to ensure loan application completeness and compliance
- Managed the completion of disclosures, rate lock requests, and coordinated title work and appraisal processes
- Conducted Desktop Underwriting for loan approval, ensuring adherence to lending guidelines
- Spearheaded ongoing process optimization efforts to enhance business management efficiency, eliminate redundancies, and enhance the overall quality and accuracy of loan processing
- Acquired and reviewed customer documents, efficiently clearing any outstanding conditions to facilitate smooth loan processing.
MORTGAGE FORECLOSURE ANALYST
BBVA
11.2008 - 03.2015
- Monitored the entire reverse foreclosure process, tracking cases from referral to scheduled sale dates, ensuring compliance with timelines
- Analyzed and developed effective strategies to minimize financial losses by managing attorney relationships and enhancing the foreclosure process
- Formulated reinstatement and payoff figures to facilitate resolution and closure of foreclosure cases
- Effectively managed and resolved attorney and customer disputes, maintaining a professional and efficient working relationship
- Accurately computed and meticulously examined invoices and legal bills, ensuring cost control and adherence to budgetary guidelines.
Education
BS Education -
Alabama A&M University
05.2001
Skills
- Financial Analysis
- Mortgage Underwriting
- Loan Origination
- Regulatory Compliance
- Bookkeeping
- Risk Management
- Data Analysis
- Accounting
- Customer Service
- Microsoft Excel
- Loan Documentation
- Financial Reporting
- Process Optimization
- Audit Preparation
- Problem Solving
- Communication
- Fraud Prevention
- Loan Closing Software
- Customer Relationship Management
- Credit Analysis
- Mortgage Industry Knowledge
- Financial Software Proficiency
References
References will be provided upon demand.
Hobbies and Interests
- Cooking
- Traveling
- Learning new skills
Timeline
Customer Service Representative 1 - Sr. Product
Blue Cross and Blue Shield of Alabama
05.2024 - Current
SENIOR MORTGAGE LOAN CLOSING ANALYST
BBVA/PNC BANK
03.2020 - 09.2023
SENIOR LOAN PROCESSOR
BBVA
03.2015 - 03.2020
MORTGAGE FORECLOSURE ANALYST
BBVA
11.2008 - 03.2015
BS Education -
Alabama A&M University
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