Hi, I’m
Samantha Cortez
Dallas,United States
Summary
Dedicated Associate with extensive experience collaborating with clients, promptly identifying needs and recommending products and services to accomplish clients' goals. Strong communicator focused on delivering outstanding customer care.
Overview
10
years of professional experience
Work History
Avanze
Post Closing Associate
10.2024 - Current
Job overview
- Review and verify mortgage loan documentation after closing to ensure completeness and compliance with regulatory and investor guidelines.
- Identify and resolve any missing or incorrect documents in closed loan files.
- Ensure that all post-closing tasks are completed within required timelines to prevent delays in loan processing.
- Work with the title company, insurance agents, and other third parties to ensure all necessary post-closing documents are received and recorded.
- Communicate with internal teams and external partners to resolve any issues or discrepancies related to post-closing documents.
- Assist in preparing for internal and external audits related to post-closing activities.
- Assist with the development and improvement of post-closing processes to increase efficiency and compliance.
- Submit corrections via Softpro and Simplfile to ensure the recording team can submit the file for recording.
MM Concessions
Lead Event Coordinator
06.2015 - Current
Job overview
- Builds relationships with vendors and other business partners by researching and contracting with qualified, high-value service providers and nurturing partnerships with other organizations and businesses
- Conceives of and assembles creative and innovative event themes and attractions to enhance event experiences and goals
- Handle end-to-end event logistics, including venue selection, vendor management, budgeting, timeline development, and on-site coordination
- Assist in developing an event program that is aligned with client needs
- Create a marketing strategy to ensure a successful turnout and engagement of attendees
- Hires, trains, mentors, and supervises event staff, and leads the events team to achieve organizational goals by working seamlessly with other departments and outsourced service providers to host effective and inspiring events
- Administers other events department functions, such as budgeting, planning, purchasing, sales, marketing, scheduling, inventory, procurement, and overseeing vendor payments
Newrez LLC
Supervisor
04.2023 - 09.2024
Job overview
- Supports the management of the day-to-day operations of the outbound appointment setting call center
- Hire and onboard new employees
- Answer questions from staff and provide guidance and feedback
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- Measure performance with key metrics such as call abandonment, calls waiting etc
- Ensure adherence to policies for attendance, established procedures etc
- Keep management informed on issues and problems
- Prepare monthly/annual results and performance reports
Venture Solutions
Account Manager III
06.2022 - 04.2023
Job overview
- Build and maintain strong client interactions based upon credibility, communication, and trust
- Have milestones, check-in communications, and deadlines to continually move projects forward
- Manage multiple accounts, programs/projects/tasks in a fast-paced environment which is driven by regulations and deadlines
- Strong presentation skills, able to compile data to tell a story and present to clients - demonstrating value add and driving client experience
- Facilitate effective cross-functional communications between Venture internal teams and client teams
- Identify areas to streamline processes, reduce opportunities for error and continuously improve our client services team
- Find creative solutions and be persistent against challenges
HiOperator
Director Of Client Services
12.2021 - 04.2022
Job overview
- Owning our recruiting efforts, including developing systems and processes, actively recruiting candidates and working with outside talent services where relevant
- Direct weekly meetings with our clients over data and work produced
- Responsible for multiple critical parts of a quickly growing company, and over time, build and lead a team to move these areas even further forward
- Establish a process for reporting across the full marketing funnel and communicating key metrics to stakeholders
- Establish daily goals and production stats with supervisors and employees to meet client goals
- Ensuring business operations are implemented based on established procedures
- Developing goals and initiatives to direct the company's course
- Managing the profits and losses of the organization or a specific division
- Supervising, mentoring and managing a small group of managers
- Maintaining relationships with clients, partners and other stakeholders
Mid America Mortgage, Inc
Customer Experience Manager
10.2019 - 12.2021
Job overview
- Manage Servicing Complaints (QWR, NOE, BBB, CFPB, State and Regulatory Agencies)
- Manage the internal company inbox and all borrower correspondence sent and received via fax, mail, and email
- Developed training material, establish a coaching and managed a contact center of 16 - 20 agents, and maintained ASA under 30 seconds
- Executed audit requests from GNMA and state auditors (NC, SC, MD, TX, IL, OH)
- Full people management responsibility (onsite and virtual team members), performance and compensation management, and training and development
- Audited for compliance with FHLMC, FNMA, and FHA
- Maintain high levels of performance for customer service metrics including call answer rate, call quality, customer service ratings, first call resolution rates
- Plan work schedules for around-the-clock operations and assign staff to accomplish daily work by providing for variations in workload
- Challenges and supports employees in their development and uses individuals' capabilities and potential for the benefit of the team
- Encourages the professional expression of varied ideas and viewpoints, and creates an environment where individual differences are valued and respected
Mr. Cooper
Loss Prevention Analyst
01.2019 - 06.2019
Job overview
- Preformed quality review on claims owned by FannieMae & FreddieMac that are filed by a third-party company to ensure that all guidelines are followed and all required document are provided to the Business Unit
- Identified root cause of unclaimed amounts or denied claims (such as unreasonable interpretation of requirements in the master agreement policies
- Calculated loss on foreclosed homes and filing mortgage insurance claims on Mr
- Cooper owned loans
- Review claims settlements (loss analysis) from mortgage insurance companies while ensuring maximum settlements were paid
- Support various BAU processes related to data analysis, development of monthly presentations, and reporting
- Review EOB's/ explanations of benefits to determine curtailment loss and appropriate supplemental claims submission to MI companies
Pacific Union Financial, LLC
Correspondence Research Specialist
06.2015 - 01.2019
Job overview
- Responded to customer inquiries, complaints and billing questions via mail, email and fax
- Document loan history, respond to customers, investors, vendors & authorized 3rd parties inquiries, research and/or resolve inquires analyze request per policy and procedures to ensure proper action is followed through
- Handled loan types such as VA, FHA, Conventional and HUD-184
- Review and explain escrow disclosure statements (ex
- Shortage and overages)
Education
Irving High School
High School Diploma
06.2015
Skills
- Attention to detail
- Time management
- Work Planning and Prioritization
- Product knowledge
- Client engagement
- Issue resolution
Timeline
Post Closing Associate
Avanze
10.2024 - Current
Supervisor
Newrez LLC
04.2023 - 09.2024
Account Manager III
Venture Solutions
06.2022 - 04.2023
Director Of Client Services
HiOperator
12.2021 - 04.2022
Customer Experience Manager
Mid America Mortgage, Inc
10.2019 - 12.2021
Loss Prevention Analyst
Mr. Cooper
01.2019 - 06.2019
Lead Event Coordinator
MM Concessions
06.2015 - Current
Correspondence Research Specialist
Pacific Union Financial, LLC
06.2015 - 01.2019
Irving High School
High School Diploma
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