Tracy Lynn Ramirez
Santee,CA
Summary
15+ years of demonstrated experience and proven ability to provide high level administrative support. Strong proficiency in Microsoft Office (Word, Excel, Outlook and PowerPoint). Knowledge of credit reports, loan applications, invoices, vendor reports, auto and mortgage contracts, closing documents, escrow analysis, high volume customer service calls. Experience in maintaining the highest degree of confidentiality exceptional customer service skills. Superior organizational and time management skills. Outstanding oral and written communication skills. Ability to use AS400/I5.
Overview
22
22
years of professional experience
Work History
Escrow Analysis Specialist
MUFG Union Bank
05.2021 - 06.2023
- Monitored and tracked force placed insurance on loans.
- Disbursed insurance payments.
- Monthly audit to ensure vendor was updating and correctly disbursing escrow funds to insurance companies.
- Reviewed daily, weekly, and monthly reports to resolve Insurance issues and accuracy.
- Performed daily audits on vendor's data input to ensure completeness and accuracy.
- Engaged with customers, vendors, and internal departments/staff to accomplish resolutions.
- Consistently adhered to all regulatory compliance rules, laws, regulations, and internal policies/procedures.
- Daily volume of loans to review 150-200.
Customer Service Representative
MUFG Union Bank
05.2018 - 05.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained staff on operating procedures and company services.
- Handled 90-110 calls daily.
- Products included VA, FHA, FNMA, Freddie Mac, Personal Loans, ARM loans and HELOC.
Customer Service Supervisor
Guild Mortgage Company
05.2015 - 11.2017
- Monitor daily, weekly and monthly metrics for team to maximize productivity, efficiency, and service levels.
- Coach and hold team members accountable for performance.
- Hire, train, coach, discipline and exit team members.
- Ensure Customer Service Representatives manage call volumes in accordance with all applicable regulations and laws; verify optimal service levels are maintained during peak and non-peak hours.
- Perform Quality Monitoring reviews of Customer Service calls to verify compliance with telephone standards and investor guidelines; provide coaching, and recognition, based on review findings.
- Role model and coach CSRs on how to explore, analyze, and respond to customers' issues and concerns via phone and through written correspondence.
- Respond to escalated calls that cannot be resolved by agents.
- Communicate with other departments and management to resolve problems and expedite work.
- Communicate with customers via phone, email, or letter.
- Track escalated calls, correspondence, complaints and emails in system until closed.
- Identify and stay current on changes in industry regulations, and recommend updates to internal policies, procedures, policies, and systems based on new/changed requirements.
- Work with management on customer service initiatives and provide status updates.
- Leverage company resources to respond to customer feedback.
- Interpret and communicate work procedures and company policies to staff.
- Conduct new hire training and identify areas where additional training is required, partner with compliance on rollout training.
- Analyze and resolve problems rationally; use sound judgment, expertise and experience to create positive outcomes, hold difficult conversations, and influence others.
- Perform other duties as assigned.
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Customer Service Representative/Lead
Guild Mortgage Company
10.2012 - 05.2015
- Answer and service calls in a timely and efficient manner
- Build rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training
- Listen attentively to customer needs and concerns; demonstrate empathy
- Explore, analyze and respond to customers' issues and concerns via phone, email, and through written correspondence
- Use decision-support computer software programs to respond to typical customer work/service order inquiries and requests
- Verify customers' understanding of product information, and clarify/provide additional information as needed to answer questions and concerns
- Provide accurate and complete information to resolve issues, and follow up on any outstanding issues or commitments promptly and when promised
- Prepare complete and accurate call notes, written documentation, etc., and update customer files in the system
- Communicate effectively with individuals/teams to ensure high quality and timely responses and resolutions to customer requests
- Transfer misdirected customer requests to the right party, and escalate calls when needed
- Contribute ideas and suggestions to resolve problems, provide a great customer service experience, and/or improve productivity
- Participate in activities designed to improve customer satisfaction and business performance
- Stay current on changes in industry regulations
- Perform other duties as assigned.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Onboarded and trained customer representatives to meet performance and service goals.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Created reporting systems to track customer service performance and improve insight.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Implemented company policies and procedures for professional, cohesive customer care.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Implemented customer service policies and procedures for consistent performance standards.
- Assessed customer service data to identify and address improvement opportunities.
- Cross-trained and backed up other customer service managers.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Lead Title Specialist
LEAP Auto Loans, Inc
12.2010 - 09.2012
- Solely responsible for creating all title procedures
- Assisted in the development of title tracking applications
- Developed a Title Matrix to assist the front-end team
- Calculated fees for title, sales tax, excise and personal property tax based on individual state requirements
- Assessed additional fees to customer accounts
- Received, returned, and resolved escalated customer service calls
- Processed title work for lease perfection, paid accounts, repo titles, state transfers, corrections…etc
- Advised and guided upper management in decision making regarding new business
- Provided weekly and monthly status reports for management
- Cross-trained co-workers
- Performed data entry and other administrative tasks to keep records and files organized and accurate.
- Organized and prepared tax and title documents to transfer ownership of property.
- Maintained confidentiality and security of personal information to protect customer privacy and prevent identity theft.
- Entered title and vehicle information into database.
- Received and processed paperwork for titles, new license plates, and renewals.
- Audited and reviewed title documents for accuracy and compliance with state and federal regulations.
- Calculated and remitted state sales tax, service, and other charges.
- Kept up-to-date with state and federal regulations to prevent errors and fraud.
- Collected taxes and fees, submitted payments and issued receipts.
- Managed and reconciled accounts to finalize accurate and complete financial transactions.
- Prepared tax and title documents to submit legal transfer work to DMV.
- Contacted [State] Motor Vehicle Department to determine status of pending titles.
- Analyzed title documents to identify potential issues and resolve any discrepancies.
- Developed and maintained relationships with title companies, lenders and other stakeholders to facilitate smooth transactions.
- Utilized various online databases and public land records to verify ownership information.
- Examined land records and identified potential problems with title search results.
- Examined and verified 50+ titles weekly.
Funder
HSBC Auto Finance
05.2006 - 10.2008
- Provide comprehensive administrative assistance in performing various duties
- Responsible for inputting reviewing and processing loan applications
- Audit contracts and ensuring HSBC compliance requirements have been met
- Maintained client and customer account information current
- Verified client job and paystubs information
- Conducted customer interviews to verify all contract information correct
- Worked closely with dealerships to maintain good relationship with HSBC
- Kept in touch with dealerships to maintain good relationship with HSBC
- Worked with Management to improve business practices for team.
- Developed and maintained relationships with customers, lenders and other third parties.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Processed loan applications and monitored progress from start to finish.
- Assisted customers with completing loan applications and other paperwork.
- Monitored pipelines to track and log status of loans.
- Explained very technical financial information to applicants in easy to understand language.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
- Assessed loan portfolios for compliance with underwriting policies.
- Compiled closing packages for drafting and presentation accuracy.
Title Specialist
HSBC Auto Finance
06.2001 - 05.2006
- Analyzed numerous vendor reports averaging 150-200 loans daily.
- Cleared accounts from FDI responsibility report.
- Received, returned, and resolved escalated customer service calls.
- Cross-trained co-workers
- Created title procedure manual for customers service department.
- Provided Notary Public services.
- State transfers, name removals, name changes etc.
- To auto titles
- Received, logged, and distributed rejected title work.
- Performed data entry and other administrative tasks to keep records and files organized and accurate.
- Organized and prepared tax and title documents to transfer ownership of property.
- Entered title and vehicle information into database.
- Communicated with customers to resolve common title issues.
- Received and processed paperwork for titles, new license plates, and renewals.
- Maintained confidentiality and security of personal information to protect customer privacy and prevent identity theft.
- Audited and reviewed title documents for accuracy and compliance with state and federal regulations.
- Kept up-to-date with state and federal regulations to prevent errors and fraud.
- Calculated and remitted state sales tax, service, and other charges.
- Collected taxes and fees, submitted payments and issued receipts.
- Prepared tax and title documents to submit legal transfer work to DMV.
- Contacted all US State Motor Vehicle Department to determine status of pending titles.
- Analyzed title documents to identify potential issues and resolve any discrepancies.
- Developed and maintained relationships with title companies, lenders and other stakeholders to facilitate smooth transactions.
- Utilized various online databases and public land records to verify ownership information.
- Conducted comprehensive title searches to maintain accuracy and compliance of real estate transactions.
- Assisted in preparation of title insurance policies and title commitments.
Education
GED -
Serra High School
San Diego, CA11.1997
Skills
- Bank Products VA, FHA, FNMA, Freddie MAC, Personal Loans, Heloc and ARM loans
- Oral and Written Comprehension
- Real Estate Industry Understanding
- Customer Experience
- Escrow Management
- Quality Control Standards
- I5/AS400, Excel, Outlook, Power Point, Microsoft Office
Additional Information
- Awards/Achievements, Multiple Employees of the Month Awards, and Notary Public. Time Management Certificate, “We Rock” Award (team work recognition). Traveled out of state to provide training to HSBC Vendors in Nevada and Florida.
Awards/Accomplishments
Multiple Employees of the Month Awards, and Notary Public. Time Management Certificate, “We Rock” Award (team work recognition). Traveled out of state to provide training to HSBC Vendors in Nevada and Florida.
Timeline
Escrow Analysis Specialist
MUFG Union Bank
05.2021 - 06.2023
Customer Service Representative
MUFG Union Bank
05.2018 - 05.2021
Customer Service Supervisor
Guild Mortgage Company
05.2015 - 11.2017
Customer Service Representative/Lead
Guild Mortgage Company
10.2012 - 05.2015
Lead Title Specialist
LEAP Auto Loans, Inc
12.2010 - 09.2012
Funder
HSBC Auto Finance
05.2006 - 10.2008
Title Specialist
HSBC Auto Finance
06.2001 - 05.2006
GED -
Serra High School
Similar Profiles
Lisa Trang TRANLisa Trang TRAN
Director – Regional Relationship Manager at MUFG Bank (previously known as MUFG Union Bank)Director – Regional Relationship Manager at MUFG Bank (previously known as MUFG Union Bank)
Naira DavtyanNaira Davtyan
Client Relationship Consultant at U.S. Bank / MUFG Union BankClient Relationship Consultant at U.S. Bank / MUFG Union Bank
MARK A. VALLESMARK A. VALLES
Vice President, Issues Reporting Department at MUFG UNION BANK N.A. / U.S. Bank N.A.Vice President, Issues Reporting Department at MUFG UNION BANK N.A. / U.S. Bank N.A.