Customer Service Technical Support
Resume:
Ivan Paulo Castorillo
Taytay Rizal
ad8iie@r.postjobfree.com
Objective:
Motivated and detail-oriented professional seeking a position in a mortgage company where I can utilize my expertise to contribute to the company's success and provide excellent service to clients.
Education:
Bachelor of Science in Architecture
Technological Institute of the philippines
Professional Experience:
Hybrid Technical Support, Outbound, Fraud Analyst, Customer Service at Telus International, Taguig October 2016 - October 2021
Broker Support Officer at PSO Manila, Taguig November 2021 - September 2023
● Successfully originated and processed mortgage loans, ensuring compliance with company policies and regulatory requirements.
● Built and maintained relationships with clients to understand their financial needs and goals, providing personalized mortgage solutions.
● Conducted thorough financial analysis, including credit checks and income verification, to determine clients' eligibility for mortgage loans.
● Collaborated with underwriters, processors, and other team members to expedite loan processing and ensure timely closings.
● Achieved monthly sales targets by actively promoting mortgage products and services and identifying cross-selling opportunities.
● Client Relationship Management:
Serve as the primary point of contact for brokers, addressing inquiries and providing assistance promptly.
Build strong relationships with brokers to understand their needs and preferences.
Actively listen to broker feedback and concerns, ensuring timely resolution and maintaining high satisfaction levels.
● Documentation and Processing:
Assist brokers with completing applications, ensuring all required documentation is accurate and submitted on time.
Review documents for completeness and compliance with regulations and company policies.
Process and track applications through various stages, ensuring all steps are completed efficiently.
● Underwriting Assistance:
Collaborate with underwriters to expedite the review and approval process for broker-submitted applications.
Gather additional information or documentation as required by underwriting guidelines.
Communicate underwriting decisions to brokers and explain any conditions or requirements.
● Problem Resolution:
Investigate and resolve escalated issues or disputes raised by brokers.
Work collaboratively with internal departments (e.g., claims, finance) to resolve complex problems.
Document all interactions and resolutions in a detailed and organized manner. Pre-qualification Specialist PSO Manila, Taguig September 2023 - May 2024
● Reviewed loan applications and documentation for accuracy and completeness, identifying any discrepancies or issues that required further clarification.
● Communicated effectively with borrowers, loan officers, and third-party vendors to obtain necessary documentation and resolve any outstanding issues.
● Prepared loan files for underwriting review, ensuring all required documents were included and organized according to company guidelines.
● Assisted loan officers with pipeline management, prioritizing tasks to ensure timely processing and closing of loans.
● Maintained thorough knowledge of mortgage products, loan programs, and industry regulations to provide accurate information and guidance to clients.
● Initial Contact and Inquiry Handling:
Serve as the initial point of contact for potential customers seeking pre-qualification for loans or other financial products.
Respond promptly to inquiries via phone, email, or online platforms, providing accurate information and guidance.
● Customer Assessment and Information Gathering:
Conduct thorough interviews or discussions with customers to gather detailed information about their financial situation, employment history, creditworthiness, and financial goals.
Analyze and evaluate customer-provided information to determine initial eligibility for various loan programs or financial products.
● Document Collection and Verification:
Collect required documents from customers, such as income statements, tax returns, bank statements, and identification documents.
Verify the authenticity and accuracy of documents submitted by customers to ensure compliance with lender requirements.
● Financial Analysis and Pre-Qualification Process:
Analyze customer financial data to assess their ability to qualify for specific loan programs or financial products.
Calculate debt-to-income ratios, credit scores, and other relevant financial metrics to determine preliminary eligibility.
● Communication and Education:
Clearly communicate pre-qualification outcomes to customers, explaining the factors influencing their eligibility and potential loan options.
Educate customers about the pre-qualification process, including the importance of creditworthiness, financial documentation, and potential next steps.
● Customer Relationship Management:
Maintain ongoing communication with customers throughout the pre-qualification process, providing updates and addressing any concerns or questions.
Foster positive relationships with customers by offering personalized assistance and demonstrating empathy and professionalism.
● Compliance and Regulatory Adherence:
Ensure compliance with all regulatory requirements and internal policies governing pre-qualification procedures and customer data protection.
Stay informed about industry regulations and changes that may impact pre-qualification practices.
● Performance Tracking and Reporting:
Track and maintain records of pre-qualification activities, including customer interactions, outcomes, and follow-up actions.
Generate reports summarizing pre-qualification metrics, trends, and outcomes for management review and strategic planning.
Skills:
● Proficient in mortgage loan origination software (ApplyOnline, Sage)
● Excellent communication and interpersonal skills
● Detail-oriented with strong analytical and problem-solving abilities
● Ability to work independently and collaboratively in a fast-paced environment References:
Available upon request.
Contact this candidate