Human Resources Specialist
Resume:
Yolanda Moore
EDUCATION
Queensborough College, Bayside NY May 1999 Associate of Science, Business Administration
TECHNICAL SKILLS AND PROFESSIONAL ABILITIES
Oral and Written Communication Organized Microsoft Office(word, outlook, excel) Client Relations Quick Learner Database Management Results-Oriented Partnership Development Multi-Tasking Record Keeping Financial Advising Attention to Details Scheduling
PROFESSIONAL WORK EXPERIENCE
Teammate Care Specialist 2
Truist Bank, Richmond, VA May 2022- present
• Responsible for providing exceptional customer service to Truist teammates through incoming calls, chat, and/or emails for routine inquiries regarding accommodations, benefits, leave of absence, payroll, time off, teammate relations matters and HR policies, while meeting service level requirements.
• Responsible for utilizing all available tools/resources and escalating to Tier 2 when required, while ensuring all inquiries are documented accurately.
• Inform and educate teammates on self-service options through various Truist technologies to improve their HR experience.
• Follow established policies, procedures, guidelines, regulations and laws to protect both our teammates and Truist from any unnecessary risk.
• Help bring resolution to moderate and complex teammate concerns within guidelines and policies. May use multiple skills during interaction with teammate and assist with expressed and unexpressed needs/concerns.
• Escalate complex issues in a professional and composed manner.
• Respond to changing priorities to meet deadlines, demonstrate sound judgment when responding to requests for data and/or sharing of data and handling confidential, non-public or otherwise restricted information with integrity.
• Participate in ongoing training in multiple disciplines for growth opportunities.
• Follow a daily set schedule that requires efficient time management skills. HR Support Resources
Truist Bank (Rose International) Richmond, Va November 2021 – May 2022
● Assist teammates with inquiries on HR Central (Call Center)
● Document questions asked and provided answers or guidance.
● Maintain and compose email correspondence for HR Central
● Recording vaccine status in Workday and upload vaccine cards
● Reporting Covid Positive Case and Exposures
● Processing Operational Work within Workday
Centralized Services Analyst
SunTrust Bank (Rose International) Richmond, VA July 2020- October 2021
● Identify all parties associated with each loan transaction to determine if clearance for loan to close.
● Update notepad with notes regarding complex ongoing searches
● Communicate with Fulfillment center for additional information.
● Assist with special projects or tasks.
Pre-Closing Quality Assurance Analyst
SunTrust Bank (Rose International) Richmond, VA May 2020- July 2020
● Review necessary loan documents on according to documented procedures.
● Identifies and document findings.
● Updates applicable conditions in LOS
● Records the results in system of records.
● Communicates results as required.
Mortgage Post Closer and Disbursement Assistant
Virginia Credit Union, Richmond, VA January 2015 – August 2019
● Provides excellent service to members, realtors, and settlement agents.
● Ensures that all closed loans are properly documented and comply with Regulations B, C, X, Z.
● Ensures that all loans are in compliance with Federal and State laws, Credit Committee and all Credit union policies and procedures.
● Responsible for reviewing, assembling, and delivering closed mortgage loan documentation to the outside investor with the lock expiration date.
● Monitor and activate PMI.
● Ensure that VA, FHA, or conventional post-closing requirements are met including insurance premium or funding fees and shipping loans and receiving a Loan Guaranty or Mortgage insurance Certificate.
● Input mortgage information in MERS System.
● Review daily and monthly reports for accuracy.
● Prepares wire request form for EFT daily.
● Forward daily purchase advises and reports to Accounting, Secondary and Cenlar.
● Coordinates daily disbursement of conventional and government loans.
● Train new hires and contract employees.
Emergency Communication Officer
Chesterfield County Police Department, Chesterfield, VA June 2014 – December 2014
● Answer 911 emergency and non-emergency calls from the public thru phone, radio and teletype.
● Obtain pertinent information from incoming calls in a prompt and courteous manner.
● Classify and prioritize calls to establish and coordinate the proper public safety response.
● Dispatch the appropriate resources such as police, fire, EMS or animal control.
● Monitor status of field units to ensure officer safety and availability for services.
● Monitor alarms and security systems.
Mortgage Closer/Shipper
SunTrust Mortgage, Richmond, VA February 2010 – December 2013
● Responded promptly to member inquiries in a professional and courteous manner.
● Review package received from processor to make sure documents are not expired (credit report, title, flood, bank statements).
● Coordinate closing details with the closing agent or Attorney.
● Review title work for any liens, judgments, and vesting issues.
● Review Homeowners Insurance for correct dwelling coverage and mortgagee clause
● Review appraisal and Sales contracts.
● Call and verify employment for borrowers within 5 days of closing.
● Reviewed settlement statement with borrower and advised cash to close if any
● Prepare and send closing packages to the closing agents.
● Review funding documents and ship required documents to processor and investors after closing. Correspondent Mortgage Specialist
SunTrust Mortgage, Richmond, VA(Aerotek) February 2009 - February 2010
● Reviewed and corrected documents and data on purchase loan packages prior to funding.
● Made sure loans were following SunTrust guidelines for salability.
● Answered questions from customers regarding account information, regulations, and bank policies.
● Updated information in STM, MCLS and MERS.
Mortgage Closer/Shipper
Bank of America, Richmond, VA (Adecco) February 2008 – January 2009
● Responded promptly to member inquiries in a professional and courteous manner.
● Review package received from processor to make sure documents are not expired (credit report, title, flood, bank statements).
● Coordinate closing details with the closing agent or Attorney.
● Review title work for any liens, judgments, and vesting issues.
● Review Homeowners Insurance for correct dwelling coverage and mortgagee clause.
● Review appraisal and Sales contracts.
● Call and verify employment for borrowers within 5 days of closing.
● Reviewed settlement statement with borrower and advised cash to close if any.
● Prepare and send closing packages to the closing agents.
● Review funding documents and ship required documents to processor and investors after closing. Customer Service Representative
Bank of America, Richmond, VA January 2006 – January 2007
● Consistently provided quality service to external and internal customers. Treated customers courteously and professionally while handling their requests promptly and accurately.
● Performed transfers, withdrawals, loan payments by transfer and advances from lines of credit by transfer or check. Accepted check orders over the phone and processed credit card payments.
● Assisted customers with the transfer program, payroll deductions, direct deposit, stop payments, debit card and credit card inquiries.
● Promoted the bank by cross selling products and services focusing on department goals and member needs.
● Accurately performed all Bank Secrecy Act (BSA) and OFAC functions related to opening accounts and making account maintenance changes including, but not limited to, compliance with the credit union's Client Identification Policy (CIP), OFAC policy, recording monetary instrument purchases, reporting suspicious activity to the Fraud Risk Management Department, and completing all required training.
● Evaluated customers’ needs and made recommendations that helped them achieve their financial goals.
● Consistently exceeded monthly cross-servicing, quality, and availability goals.
● Built and maintained positive, productive relationships with customers and team members.
● Contributed towards individual, team, & department goals while promoting team spirit.
● Gave feedback to the Managers and Supervisors about department and team goals.
● Attended training sessions as directed by Manager or Supervisor to keep skills current. Customer Service Administrator /Billing and Collections Verizon Communications/Bell Atlantic/Nynex February 1992 – June 2003
● Provided customer service to the end users of our products and services.
● Ensured customer satisfaction by meeting companies standards and guidelines.
● Processed requests for complex repairs
● Initiated corrective actions in response to customer complaints.
● Resolved escalated customer calls.
● Dispatched technician and advised fees if any.
● Answered billing questions, took payments, and placed orders for optional phones features.
● Investigated any billing disputes and resolved in a timely matter.
● Processed debits and credits related to billing.
● Placed orders to open new accounts, close accounts, move services or disconnect service.
● Offered packages based on the customer needs to save money.
● Consistently exceeded team and company goals
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