Stacey Coffey
Monroe
Summary
Accomplished professional with a proven track record at Wells Fargo Home Mortgage, adept in customer service excellence and data entry. Expertise in enhancing operational efficiency and customer satisfaction, evidenced by streamlining loan processing and remediation processes. Skilled in fostering client relationships and managing multiple projects, significantly contributing to business growth.
Overview
17
17
years of professional experience
Work History
Customer Service Administrator
Lap Tech Industries
08.2017 - Current
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Managed complex scheduling tasks such as arranging appointments or coordinating special deliveries according to specified timeframes.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
- Coordinated closely with sales representatives to address any order-related questions or discrepancies reported by customers promptly.
- Updated customer service database with new information, address changes and contact details.
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
- Coordinated product shipments with correct freight company.
Research Remediation Associate
Wells Fargo Home Mortgage
03.2013 - 01.2017
- Maintained accurate records of all research activities, ensuring full transparency and accountability throughout the project lifecycle.
- Streamlined remediation processes for improved efficiency, implementing effective tracking systems to monitor progress.
- Assisted management with long-term planning efforts by identifying potential opportunities for growth or process improvements within the department.
- Participated in regular training sessions to stay current on industry best practices, continuously refining personal skill set and expertise.
- Adhered to strict compliance guidelines during all phases of research operations, mitigating risk and maintaining integrity of findings.
Operation Analyst II
Wells Fargo Home Mortgage
03.2012 - 03.2013
- Managed multiple projects simultaneously while maintaining strict deadlines, ensuring successful completion within budget constraints.
- Improved operational efficiency by identifying and implementing process improvements and streamlining workflows.
- Maintained a strong focus on customer satisfaction, ensuring timely resolution of issues and implementing proactive measures to prevent future occurrences.
- Partnered with quality assurance teams in evaluating internal controls and compliance measures aligned with regulatory standards.
Loan Servicing Specialist III
Wells Fargo Home Mortgage
08.2010 - 03.2013
- Negotiated payment agreements with delinquent borrowers, reducing loss exposure while maintaining positive customer relations.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Assisted in the development of new lending products to better serve customer needs and preferences.
- Maintained and set mortgage interest rate and loan programs to remain competitive in market.
Loan Processor
Wells Fargo Home Mortgage
11.2007 - 03.2010
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Ensured accuracy of client information, verifying data collected during the application process and updating records as needed.
- Assisted clients in understanding complex financial documents required for completing their loan applications successfully.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Set up and completed loan submission packages.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Increased customer satisfaction with timely responses to inquiries and providing thorough explanations of loan processes.
- Managed multiple loans simultaneously ensuring timely completion of each task assigned without compromising on compliance or quality standards.
- Improved loan processing efficiency by streamlining documentation and communication procedures.
Education
Associate of Applied Science - Medical Office Assistant
Central Piedmont Community College
Charlotte, NC05-1999
Skills
- Customer service excellence
- Call center experience
- Meeting deadlines
- Data entry
- Follow-up skills
- Payment processing
- Issue resolution
- Account management
Timeline
Customer Service Administrator
Lap Tech Industries
08.2017 - Current
Research Remediation Associate
Wells Fargo Home Mortgage
03.2013 - 01.2017
Operation Analyst II
Wells Fargo Home Mortgage
03.2012 - 03.2013
Loan Servicing Specialist III
Wells Fargo Home Mortgage
08.2010 - 03.2013
Loan Processor
Wells Fargo Home Mortgage
11.2007 - 03.2010
Associate of Applied Science - Medical Office Assistant
Central Piedmont Community College
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