Suzette Cooperstein
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the mortgage industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Re/Max Executive Realty
Franklin , MA
2019.09 - Current
- Managed contracts, negotiations and all aspects of sales to finalize purchases and exceed customer expectations
- Developed and maintained relationships with clients through networking, postcards and cold calling
- Reviewed market research data and changed sales plans accordingly
- Negotiated, facilitated and managed real estate transactions
Customer Service Processor
EMM Loans
Cherry Hill , NJ
2020.07 - 2022.04
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- 24/7 Contact Advisor for customers and clients.
- Maintained over 150 active customers in my pipeline.
- Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Produced and submitted completed loan packages to title and escrow professionals.
- Set up, stored and updated customer files, department records and regulatory paperwork.
- Coordinated closing process with attorneys, title companies and government clerks.
Loan Customer Service Representative/Sales Support Manager
Movement Mortgage Company
Taunton , MA
2017.04 - 2020.11
- Worked with Loan Officer to create application profile in system and review key information at various stages within process.
- Acted as Customer Liaison for all incoming Sales
- Supported loan processing by compiling applicant documentation such as credit reports, employment verifications and financial history paperwork.
- Monitored key dates to obtain information by deadlines.
- Maintained referral pipeline by reaching out regularly to real estate agents, referral partners and past clients.
- Conferred with applicants and creditors to obtain information and resolve paperwork discrepancies.
- Managed event planning and execution for learning lunches and other business-centered gatherings.
Keller Williams Premier Properties
Franklin , MA
2011.01 - 2019.09
- Managed contracts, negotiations and all aspects of sales to finalize purchases and exceed customer expectations
- Developed and maintained relationships with clients through networking, postcards and cold calling
- Reviewed market research data and changed sales plans accordingly
Loan Processor/Customer Service Advisor
Zenith Mortgage Advisors, Inc
Hopkinton , MA
2015.04 - 2017.03
- Prepared documents for underwriting by verifying client income, credit reports and other information.
- Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responsible for all incoming sales calls.
- Collaborated in creating and implementing new customer service tools.
- Maintained marketing presence through social media platforms print ads and flyers.
Education
Bachelor of Science - Sociology
Boston College
Chestnut Hill, MASkills
- Critical Thinking
- Efficient and Detail-Oriented
- Responding to Difficult Customers
- Upselling Products and Services
- Issue and Complaint Resolution
- Customer Account Management
- Building Customer Trust and Loyalty
- Customer Retention Strategies
Timeline
Customer Service Processor
EMM Loans
2020.07 - 2022.04
Re/Max Executive Realty
2019.09 - Current
Loan Customer Service Representative/Sales Support Manager
Movement Mortgage Company
2017.04 - 2020.11
Loan Processor/Customer Service Advisor
Zenith Mortgage Advisors, Inc
2015.04 - 2017.03
Keller Williams Premier Properties
2011.01 - 2019.09
Bachelor of Science - Sociology
Boston College
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