Summary
Overview
Work History
Education
Skills
Timeline
Generic

Susan Colbert

Franklin,NC

Summary

Dynamic professional with extensive experience in customer service and mortgage underwriting, notably at Movement Mortgage. Proven ability in problem resolution and critical thinking, achieving high client satisfaction and compliance with federal guidelines. Recognized for attention to detail and effective communication, consistently delivering results in high-pressure environments.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Drake Software
01.2023 - Current
  • 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.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.

Sales Associate

Diva's on Main
08.2023 - 01.2024
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.

Legal Assistant

Kenney Law Firm PLLC
11.2022 - 08.2023
  • Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
  • Handled office scheduling and made notes for deadlines, motions, and other important dates.
  • Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
  • Increased client satisfaction by efficiently managing case files and promptly addressing inquiries.
  • Delivered exceptional service to clients by assisting them with routine needs like obtaining copies of pertinent records or directing them to appropriate resources when needed.

Remote Mortgage Underwriter III

Movement Mortgage Operation Center
02.2020 - 03.2022
  • Approved or denied loans based on established criteria and underwriting guidelines.
  • Identified possible fraud risks through meticulous evaluation of application materials, protecting both lenders and homebuyers from potential losses.
  • Analyzed and verified applicant income, assets and credit history to support compliance with underwriting guidelines.
  • Determined credit risks by reviewing files in advance and comparing data against internal checklists and guidelines.
  • Maintained mortgage program compliance with federal agencies such as VA, HUD, FNMA and Freddie
  • Worked with processing team member to communicate errors and obtain missing information for current application
  • Monitored pipeline to track and log status of loan
  • Underwrote 2-3 new loans per day. Met daily turn time requirements with firm approval or denial decisions
  • Hold Chum's ID number and Sar's number

Remote Mortgage Underwriter III

Caliber Home Loans
07.2019 - 11.2019
  • Verified integrity of applicants' information to minimize fraud.
  • Made careful determinations based on skilled analyses of submitted documentation covering credit histories, employment records, and current financial status.
  • Demonstrated sound decision-making skills when assessing borrower eligibility based on financial stability, creditworthiness, and collateral value.
  • Maintained mortgage program compliance with federal agencies such as VA, HUD, and FNMA.
  • Hold Chum's ID and Sar's Number

Remote Mortgage Underwriter III

Fairway Independent Mortgage
10.2016 - 11.2018
  • Worked with processing team members to communicate errors and obtain missing information for current applications.
  • Supported the loan origination team by providing expert knowledge and guidance on complex underwriting scenarios, enabling well-informed decisions in challenging cases.
  • Reviewed appraisals and title documents to verify accuracy and completeness.
  • Determined credit risks by reviewing files in advance and comparing data against internal checklist and guidelines.
  • Processed 3 loans per day - conditional files processed were within 24-48 hour with 95% turned around within 24 hours.

Education

Southwick High School
Southwick, MA

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • LTV calculations
  • Collateral evaluation
  • Credit risk assessment
  • Tax return analysis
  • Credit analysis
  • Time management
  • Problem-solving abilities
  • Attention to detail

Timeline

Sales Associate

Diva's on Main
08.2023 - 01.2024

Customer Service Representative

Drake Software
01.2023 - Current

Legal Assistant

Kenney Law Firm PLLC
11.2022 - 08.2023

Remote Mortgage Underwriter III

Movement Mortgage Operation Center
02.2020 - 03.2022

Remote Mortgage Underwriter III

Caliber Home Loans
07.2019 - 11.2019

Remote Mortgage Underwriter III

Fairway Independent Mortgage
10.2016 - 11.2018

Southwick High School

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