Summary
Overview
Work History
Education
Skills
2016/2017 USDA Partnership Award (TN)
Timeline
Generic

Steven Norris

Indianapolis,IN

Summary

Adept at problem-solving and customer relationship management, I excelled at Freedom Mortgage Corporation by fostering strong client relationships and resolving complex issues, leading to significant repeat business. My expertise in CRM software and exceptional complaint handling skills have consistently enhanced customer satisfaction and service quality.

Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.

Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.

Overview

5
5
years of professional experience

Work History

Customer Support Specialist

Freedom Mortgage Corporation
03.2024 - 11.2024
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
  • Offered assistance in implementing and developing training programs.

FHA Customer Service Representative II

Strong Bridge/Leidos/FHA Resource Center
02.2023 - 02.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.

Government Underwriter

Freedom Mortgage Corporation
06.2019 - 11.2022
  • Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
  • Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
  • Documented underwriting decisions and provided evidence of compliance with applicable regulations.
  • Examined credit reports, financial statements and tax returns to determine repayment capability.
  • Made approval and denial recommendations by determining accurate risk levels.
  • Developed strong relationships with brokers, leading to a higher volume of quality submissions and successful underwritings.
  • Maintained strong relationships with third-party vendors involved in the application process, ensuring smooth transactions for all parties involved.
  • Mentored junior underwriters, providing guidance on best practices and improving overall team performance.

Education

Bachelor of Arts - Sociology

Anderson University
Anderson, IN
07-1985

Skills

  • Problem-solving
  • Complaint handling
  • Customer relationship management (CRM)
  • CRM software
  • Call center experience
  • Conflict resolution
  • Product knowledge
  • Active listening
  • Time management
  • Decision-making
  • Verbal and written communication
  • Email communication
  • Issue troubleshooting
  • Feedback reception

2016/2017 USDA Partnership Award (TN)

Award based on complete applications submitted to USDA.

Timeline

Customer Support Specialist

Freedom Mortgage Corporation
03.2024 - 11.2024

FHA Customer Service Representative II

Strong Bridge/Leidos/FHA Resource Center
02.2023 - 02.2024

Government Underwriter

Freedom Mortgage Corporation
06.2019 - 11.2022

Bachelor of Arts - Sociology

Anderson University

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Steven Norris