Shontae Wilson

• Resolved borrower inquiries regarding loan payments, escrow balances, and account updates with accurate, timely service.
• Explained mortgage terms, payment options, and delinquency impacts to support informed borrower decisions.
• Guided customers through payment posting, escrow analysis, and insurance-related inquiries with consistent accuracy.

• Responsible for taking and resolving escalated calls
• Direct support for teams that included but was not limited to listening to calls and providing direct feedback, applying and/or approving credits, conducting team meetings, attending various round table discussions, and providing feedback
• Led teams of 10 or more to be number one on their management team
• Drove representatives to offer various products and services to drive revenue.
• Worked with other departmental staff to answer questions and resolve problems.
• Improved client satisfaction by efficiently addressing and resolving support issues.

• Answered various questions from medical personnel including but not limited to payroll, onboarding/ offboarding, garnishments, and other various tasks
• Filed Ethical complaints from employees and advised the correct department to be investigated
• Drove in office morale to celebrate employees for various tasks.
• Responded to employee inquiries regarding benefits and other HR topics.
• Helped employees register for benefits programs using online portals.

• Took calls about home equity lines of credit and car loans
• Answered questions about all various products available and how to help the customer
• Advised customers about all best options available based on interest rates.
• Proved successful working within tight deadlines and a fast-paced environment.
• Offered friendly and efficient service to customers, handled challenging situations with ease.

General studies with a focus into college prep work. Shontae Wilson - page 1