Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shawn Rolfe

Garland,TX

Summary

Experienced customer service and mortgage processing specialist with a strong background at The Hartford. Skilled in Microsoft Office, empathetic customer engagement, and claim resolution. Proven ability to enhance customer satisfaction and streamline processes. Effective communicator with expertise in problem-solving and critical thinking.

Overview

32
32
years of professional experience

Work History

Customer Service Representative III

The Hartford
Remote
09.2023 - Current
  • Answer calls to initiate Short-Term Disability (STD), Long-Term Disability (LTD), and FMLA claims.
  • Gather caller contact information, claim details, and provider/employer information.
  • Respond to inquiries regarding eligibility, processes, and required documentation.
  • Coordinate document submissions with providers via fax.
  • Partnered with healthcare professionals to secure required paperwork.
  • Processed claims with accuracy and ensured timely updates.
  • Work as part of the GRP Reinsurance Specialty Team, handling intake and inquiry calls while assisting employees with Disability and Leave of Absence claims.
  • Supported Life department by answering incoming calls, assisting with new claim requests, and managing inquiries on existing claims.

Customer Service Representative I

The Hartford
Remote
11.2022 - 09.2023
  • Answer incoming First Notice of Loss calls, assisting customers with personal, commercial auto, property, and general liability claims.
  • Verify accident details, injuries, involved parties, and property damage.
  • Clarified policy details to ensure client understanding.
  • Coordinate rental, towing, and estimates with preferred vendors to speed up the claims process.
  • Advised on preventative measures and offered solutions to mitigate additional property damage.
  • Advised policyholders on safeguarding items relevant to subrogation.

Funder

Planet Home Lending
Remote
03.2021 - 06.2022
  • Review borrower details, closing date, loan amount, and property in Encompass.
  • Ensure CPL and Wire Instructions match the Attorney/Title Company and are current.
  • Update the Funding Worksheet with disbursement date, ABA, and account number.
  • Update HMDA info and audit file for fee accuracy against disclosures and funding worksheet.
  • Check FHA loans in FHA Connection for MIP details.
  • Verify if Principal Reduction is included when required.
  • Request and review funding package from title company for compliance.
  • Confirm RTC, vesting, and Title Policy accuracy.
  • Clear funding conditions before authorizing.
  • Communicate with borrowers and team for smooth loan closing.
  • Initiate wire request and send funding authorization to Title/Attorney.
  • Complete UCD on Conventional loans and resolve post-closing issues.

Sales Coordinator I

HOLT CAT
Irving, TX
04.2017 - 03.2021
  • Oversee onboarding for equipment sales/rentals with Satellite/Cellular devices for Holt CAT customers.
  • Update the E-Solution database with equipment, customer info, and subscription dates.
  • Process activation/deactivation requests via Trimble and DSP.
  • Communicate with sales reps to gather missing activation info.
  • Create work orders for subscriptions due and follow up on billing.
  • Process customer access requests for My.Cat.com and Partstore.com.
  • Maintain the E-Solution device tracking database and send monthly VisionLink reports.
  • Use UCID, Dealer Maintenance, and Simi to gather activation data.

Onboarding/ Office Coordinator

INTERSTATE DISTRIBUTOR COMPANY
09.2014 - 10.2016
  • Print New Hire paperwork for orientation.
  • Create and update driver files in Lotus and Ten Street.
  • Coordinate lodging, meals, and transportation for orientation.
  • Expense travel, meals, and office supplies.
  • Enter orientation pay in CMS system.
  • Make weekly welcome and retention calls to recruits.
  • Audit and assist with new hire paperwork and benefits.
  • Review and scan documents for onboarding.
  • Assign trucks and manage driver transition to operations.
  • Issue and activate fuel and pay cards.
  • Facilitate orientation and clinic visits for required tests.
  • Submit medical cards for dispatch approval.
  • Process travel reservations via Egencia.

Safety/Compliance Coordinator

GIBSON ENERGY/TAYLOR COMPANIES
02.2008 - 03.2014
  • Conduct Safety Orientation for new contractor/drivers.
  • Scan 100+ driver logs into RAIR Technologies for FMCSA compliance.
  • Process and submit quarterly International Fuel Tax Agreement.
  • Handle approximately 40 driver terminations monthly, reporting to DAC and Hire Right.
  • Assist with DOT and departmental audits.
  • Process 10-15 new driver and owner-operator applications weekly.
  • Provide previous employment verification within 48 hours.
  • Pull monthly drug and alcohol test data from Compliance Safety System.
  • Notify drivers of testing selection within 48 hours.
  • Submit positive drug test results for Texas to the state and Hire Right.

Office Manager/Administrative Assistant

ROLFE TRANSPORT
10.2006 - 01.2008
  • Dispatch drivers to move freight across the U.S.
  • Assist with daily operations for a family-owned transportation company.
  • Negotiate with brokers, shippers, and receivers for freight movement.
  • Process and match invoices with load confirmations and bills of lading.
  • Maintain accounting records and handle accounts payable.
  • Resolve account receivable issues related to payments and unpaid invoices.
  • Calculate mileage and process weekly payroll for contractors.

Mortgage Closing Coordinator

DELTA FUNDING
07.2004 - 09.2005
  • Input potential borrower information into database
  • Ordered flood certificates to verify if borrower is in a flood zone
  • Verify title policy for possible liens
  • Forward documents to in house Attorney for review
  • Prepared loan documents and forward to Title Agent for borrower to sign at closing
  • After closing request funding and issue authorization number to Title Company
  • Assist Receptionist with overflow calls and forward to the requested parties.

Mortgage Loan Closer

NATIONAL CITY MORTGAGE
Addison, TX
07.2003 - 07.2004
  • Request documents from broker to set up borrowers for closing
  • Check and balanced HUDs for accuracy of lender, broker and title company fees
  • Check title policy for liens, other mortgages, unpaid taxes, PUD and HOA information
  • Review and audited closing files for accuracy prior to issuing funding authorization
  • Facilitated closing and disbursement for conventional, FHA, VA Conventional mortgage loans
  • Gathered closing figures, input closing information ad generate loan documentation
  • Coordinate with buyers and set up closing date and time.

Loan Funder/Document Prep/Shipper

COUNTRYWIDE HOME LOANS
03.2002 - 07.2003
  • Review documents for accuracy per state guidelines.
  • Check HUD for compliance with lender, broker, and title company fees.
  • Update fees and adjust escrows for taxes and insurance as needed.
  • Review title policy for liens, judgments, and mortgages.
  • Verify closing documents from Title Company for accuracy.
  • Organize documents per investor requirements.
  • Fund loans in line with Countrywide policies.

Mortgage Bankruptcy Administrator

CENTEX HOME EQUITY
01.2001 - 01.2002
  • Input bankruptcy information into database
  • Processed and mailed payment demand letters on defaulted loans
  • Maintained calendar for department, tracked expenses and arranged business travel for executives
  • Maintained office supplies for department and ordered meals for executive meetings
  • Prepared paperwork to ship outgoing packages along with sorting and distributing incoming mail
  • Prepared letters, memos and general office correspondence efficiently with a working knowledge of Word, Excel, Access and Outlook.

Accounts Payable, Data Entry

Various temporary Assignments
01.1998 - 01.2001
  • Worked on temporary assignments with various companies.

Customer Service Representative

COUNTRYWIDE HOME LOANS
01.1997 - 01.1998
  • Assisted borrowers with questions regarding their home loans
  • Answered questions regarding their escrow accounts, payoff requests and payment arrangements
  • Solicited borrowers to purchase homeowner insurance, home warranty and refinancing through Countrywide.

Consumer Assistant Representative

TRW CREDIT DATA/ EXPERIAN
01.1993 - 01.1997
  • Answered incoming calls to assist consumers with questions regarding their credit reports
  • Disputed and verified any inaccurate information
  • Processed credit reports requests
  • Handled escalated calls from other team members
  • Quality-checked files for accuracy.

Education

High School Diploma -

Huntington High School
Shreveport, LA
05-1989

Skills

  • Fair Housing Regulations
  • Escrow
  • Call center experience
  • Customer focus
  • Account updating
  • Microsoft office expertise
  • Customer relations
  • Empathy and patience
  • Follow-up skills
  • Problem-solving
  • Critical thinking
  • Dispute resolution
  • Verbal and written communication
  • Multitasking and organization

Timeline

Customer Service Representative III

The Hartford
09.2023 - Current

Customer Service Representative I

The Hartford
11.2022 - 09.2023

Funder

Planet Home Lending
03.2021 - 06.2022

Sales Coordinator I

HOLT CAT
04.2017 - 03.2021

Onboarding/ Office Coordinator

INTERSTATE DISTRIBUTOR COMPANY
09.2014 - 10.2016

Safety/Compliance Coordinator

GIBSON ENERGY/TAYLOR COMPANIES
02.2008 - 03.2014

Office Manager/Administrative Assistant

ROLFE TRANSPORT
10.2006 - 01.2008

Mortgage Closing Coordinator

DELTA FUNDING
07.2004 - 09.2005

Mortgage Loan Closer

NATIONAL CITY MORTGAGE
07.2003 - 07.2004

Loan Funder/Document Prep/Shipper

COUNTRYWIDE HOME LOANS
03.2002 - 07.2003

Mortgage Bankruptcy Administrator

CENTEX HOME EQUITY
01.2001 - 01.2002

Accounts Payable, Data Entry

Various temporary Assignments
01.1998 - 01.2001

Customer Service Representative

COUNTRYWIDE HOME LOANS
01.1997 - 01.1998

Consumer Assistant Representative

TRW CREDIT DATA/ EXPERIAN
01.1993 - 01.1997

High School Diploma -

Huntington High School

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Shawn Rolfe