STEPHEN BIVENS
Reynoldsburg,OH
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Financial Services Analyst
Nationwide Insurance Company
06.2023 - Current
- Prepares all materials to propose, sell and establish new plans and set up appropriate records: proposal illustrations, trust agreements, IRS determination reporting, employee communications and client administrative guide, census and plan information.
- Interprets plan provisions, product rules and guidelines to process requests in accordance with Plan and Legal requirements.
- Provides extraordinary care to customers through workflow management and meeting all required service level agreements. Proactively seeks out opportunities to improve processes and the members experience through use of lean methodology.
- Researches, reviews and analyzes errors and determines best course of action for a workable solution. Takes ownership of identifying and evaluating problems and analyzing customer inquiries to determine appropriate action.
- Conducts follow up calls to service issues and questions, de-escalating complex customer requests and providing outstanding care during resolution. Includes understanding topics that require insurance or securities license and registration and when and how to route those inquiries to the properly-registered representative.
- Reviews and approves requests for withdrawal, exchanges, deposits, annuity purchases and contract cash-outs. Requests additional information when necessary.
- Compiles management information such as contract and sold case activity as needed by internal management.
- Communicates with customers, sales force, other departments, regional and/or field offices and other industry companies on topics that do not require insurance or securities licensing and registration. Collaborates and networks with outside business units to create innovative solutions for internal and external customers. Maintains appropriate records. Approves and processes business according to government regulations, contract provisions and internal procedures and controls.
- Conducts in good order reviews or other applicable requests for servicing Nationwide policies and customers for withdrawal, exchanges, deposits, annuity purchases and contract cash-outs.
- Helps with research for written responses to Nationwide formal complaints.
Licensed Mortgage Loan Originator (Remote)
Rocket Mortgage
10.2021 - 11.2022
- Closed over 1 million in Loan Pipeline on average a month for the past 6 months
- Manage a pipeline with over 100 clients on average
- Work special project for cold call credit triggers
- Assist clients in refinance and purchase solutions
- Work with underwriters to fix application problems and resolve issues.
- Reviewed loan files and updated to match current standards.
- Oversaw scheduling of timely loan closing to satisfy realtor and client needs.
- Fielded customer complaints and provided solutions in coordination with other team members.
- Implemented sales strategies that established relationships with realtors and CPAs.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Trained and mentored new sales representatives.
- Increased sales by offering advice on purchases and promoting additional products.
Mortgage Loan Processor (Remote)
Huntington National Bank
08.2020 - 09.2021
- Set up and completed loan submission packages.
- Managed 40 to 50 loans in a pipeline with closing rate of over 40 percent
each month.
- Closed average of over 1 million dollars month in loans in pipeline
- Consistently Top 5 on team in loan closings
- Coordinated closing process with attorneys, title companies and
government clerks.
- Completed denial and cancellation procedures on applicable files.
- Checked daily reports each morning to identify priorities or issues for
escalation to supervisor. - Communicated with originator and applicant concerning progress of loan
file.
- Maintained compliance with privacy and security requirements, as well as
federal statutes covering Conventional, FHA and VHA loans.
- Collaborated with Loan Officers to provide timely, accurate service for
clients throughout entire mortgage process.
- Prepared file for final clear-to-close by branch management.
- Evaluated approvals against established bank and government lending
standards.
- Worked with customers in person and via telephone to answer questions,
process transactions and resolve issues.
- Upheld complete confidentiality of all submitted information according to
release guidelines.
- Handled any conditions sent from underwriting departments.
- Reviewed financial statements and contacted institutions and customers to
clarify details. - Reviewed and validated details of loan applications and closing
documentation.
- Set up, stored and updated customer files, department records and
regulatory paperwork.
- Produced and submitted completed loan packages to title and escrow
professionals.
- Verified credit histories, personal references and employment backgrounds
for each applicant.
- Collected and compiled paperwork such as title abstracts, insurance
paperwork, loan files and tax histories.
- Communicated acceptance or rejection to applicants via mail, email,
telephone or personal consultations.
- Received on-going, comprehensive training on home loan
Customer Service Representative
Optum
05.2019 - 08.2020
- Primary Duties included ordering medical equipment for members of United Mine workers of America Insurance.
- Direct phone-based customer interaction, recording, documenting and
ordering medical equipment, verifying receipt, documenting surveys and
providing assistance with servicing equipment.
- Met Optum guidelines for service levels, handle time and productivity.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals and handling urgent request.
Technician Assistant
Community Tissue
11.2018 - 12.2019
- Assist Technicians in processing human donor tissue into graphs.
- Duties Include Oversee transfer of donor tissue for processing.
- Emergency response to malfunctions of equipment.
Coordination and delivery of materials to processing rooms ensuring on
time scheduled processing.
- Assessing processing schedule and material inventory real time and
advising supervisors when a change or delay may occur. - Training and mentoring new hires on equipment use, logging of materials,
reconstitution of antibiotics, Sterile conscious and practices, etc.
Inventory Management Specialist
J.P Morgan Chase
02.2017 - 09.2017
- Duties include- Compliance with Regulation E guidelines as well as Chase fraud guidelines in reviewing customer fraud and non-fraud transaction claims to the bank
- All claims require reasonable investigation, proper documentation of findings, taking the appropriate financial actions, and reviewing accounts for possible closure due to defrauding the bank
- Requires communication with other connected departments to resolve claim issues such as escalated situations to the executive office, account closures, account funding or de-funding, reporting new fraud trends and coordination of bucket requisitions
- Worked a second function in the department which requires review of accounts for proper
funding after claim has been reported so that chase is in compliance with
regulation E in the timeframe required to reimburse customer for fraud
claims.
Telephone Banking Specialist
J.P Morgan Chase
05.2015 - 02.2017
- Accounts for proper funding after claim has been reported so that chase is in compliance with regulation E in the timeframe required to reimburse customer for fraud claims
- Telephone Banker assisting Chase consumer banking customers
- Duties included- Provided accurate and appropriate information in response to customer inquiries
- Managed a wide variety of customer service and administrative task, ranging from account transfer or bank account information to providing general chase information on philanthropy efforts, banking procedures, online support, claim support and more
- Recommended and confirmed that appropriate changes to retail accounts were made to resolve and prevent further customer issues
- Worked special project calling overseas customers to inform them and recommend solutions to closure of their accounts due to regulatory impacts
- Trained new employees on company customer service policies and service level standards
- Managed a team, created custom lesson plans and adjusted lesson and classroom strategies based on student feedback to increase proficiency.
Education
Bachelor of Arts - Business Administration And Management
Ohio Dominican University
Columbus, OH05.2026
High School Diploma -
Jefferson Area Sr High School
Jefferson, OH05.2004
Skills
- Banking and Financial Services
Background
- Financial Advisement
- Key Account Management
- Creative Problem Solving
- Data Entry
- Microsoft
Office Proficient - New Hire Training and
Development - Mortgage Loan Origination
- Effective Written and Verbal Communication
- Sales Expertise
Accomplishments
State and Federal Licensed Loan Originator in the following states: Maine, North Carolina, Massachusetts, Georgia, Ohio, Virginia, Michigan, Washington, California, Indiana, Illinois, Arkansas and Texas
Certification
SAFE Certification
Timeline
Financial Services Analyst
Nationwide Insurance Company
06.2023 - Current
Licensed Mortgage Loan Originator (Remote)
Rocket Mortgage
10.2021 - 11.2022
Mortgage Loan Processor (Remote)
Huntington National Bank
08.2020 - 09.2021
Customer Service Representative
Optum
05.2019 - 08.2020
Technician Assistant
Community Tissue
11.2018 - 12.2019
Inventory Management Specialist
J.P Morgan Chase
02.2017 - 09.2017
Telephone Banking Specialist
J.P Morgan Chase
05.2015 - 02.2017
Bachelor of Arts - Business Administration And Management
Ohio Dominican University
High School Diploma -
Jefferson Area Sr High School
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