Summary
Overview
Work History
Education
Skills
Timeline
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Tasha V. Mitchell

Valrico,FL

Summary

Accomplished Mortgage Call Center Supervisor at Suncoast Credit Union, adept in Quality Assurance and Coaching, significantly enhanced team performance and customer satisfaction. Expert in leveraging Microsoft Office for data analysis, I led initiatives that improved call center productivity and compliance, mastering both hard and soft skills to drive results.

Overview

10
10
years of professional experience

Work History

Mortgage Call Center Supervisor

Suncoast Credit Union
01.2018 - Current
  • Lead, mentor and develop the team of call center agents to ensure high quality customer service and adherence to company policies.
  • Monitor and evaluate agent performance through call reviews, connection dialogues and performance metrics. Implement improvement plans as needed.
  • Provide ongoing training and support to ensure agents are knowledgeable about mortgage products, policies and procedures.
  • Handle escalated customer issues, providing resolution and maintaining customer satisfaction. Ensure the agents are equipped to handle calls effectively and professionally.
  • Develop and implement strategies to improve call center processes and productivity. Monitor call volumes, service levels, and other key performance indicators.
  • Ensure that all call center agents have completed all required compliance courses within a timely manner, ahead of the deadline.
  • Work closely with other departments to ensure seamless service delivery and address any cross-functional issues.

Sr. Mortgage Origination Lead

Suncoast Credit Union
01.2016 - 01.2018
  • Generated applications for first mortgage and home equity loans.
  • Reviewed pre-qualifications to determine appropriate programs and products for members.
  • Handled on average of 30 rate phone calls, reviewed referrals and online applications daily.
  • Reviewed on average 50 credit reports and locking in loan rates daily.
  • Analyze applicants' financial credit and property evaluations to determine feasibility of granting loans.
  • Explain to customers different types of loans and credit options that are available as, well as the rates, terms and APR's for those services.
  • Generated roughly 50 loan applications with corresponding documentation daily.
  • Cross-sold other credit union products and services to first mortgage loan applicants.
  • Able to manage a heavy workload and pipeline with over 50+ leads and applications.
  • Manage and research document tracking and mortgage origination process to match the application progress.
  • Cross train, educate and enhance skills of all new agents as they get hired and promoted.
  • Train and facilitate employees in complex mortgage lending guidelines and policies.
  • Analyze reports and correspondence based on customer account needs.
  • Reporting and handling suspicious customer activity and fraud.

Mortgage Call Center Specialist

Suncoast Credit Union
07.2014 - 01.2016
  • Originated Mortgage loan applications for first and second mortgages.
  • Handled high volume of inbound calls, addressing member inquiries related to mortgage applications, loan status, payment quotes and any other mortgage-related matters.
  • Worked closely with underwriters, processors and other internal teams to ensure timely and efficient.
  • Provided accurate information regarding mortgage products, APR's, rates, terms and guidelines.
  • Address and resolve member issues promptly, ensuring high level of customer satisfaction.
  • Maintained detailed notes of member interactions and inquiries.
  • Adhere to all regulatory requirements and company policies while handling sensitive member information.

Education

High School Diploma -

Cornerstone Christian Academy
Peachtree Corners, GA

Skills

  • Quality Assurance
  • Call Monitoring
  • Coaching and Mentoring
  • Staff Motivation
  • Microsoft Office
  • Customer Service
  • Data Analyst
  • Team Building

Timeline

Mortgage Call Center Supervisor

Suncoast Credit Union
01.2018 - Current

Sr. Mortgage Origination Lead

Suncoast Credit Union
01.2016 - 01.2018

Mortgage Call Center Specialist

Suncoast Credit Union
07.2014 - 01.2016

High School Diploma -

Cornerstone Christian Academy
Tasha V. Mitchell