Customer Support Representative

Conducts thorough credit reviews and risk analysis for deals, ensuring accurate credit checks and resolving application issues. Proficiently manage queues, maintains effective communication with leadership, sales, customers, and partners providing timely updates as required. conduct weekly reviews and reporting of collections metrics to gauge progress against monthly forecasted goals. Supporting cross-functional projects and teams, while delivering accurate and timely performance metric reports. Completing any other duties or tasks as assigned.

In the Lead Loan Administrator role, promoted due to the departure of the previous Lead, responsibilities encompassed managing post-closing procedures and resolving documentation issues for Manufactured Home Loans involving multiple vendors. Serving as a contact point for vendor-related concerns, the role involved preparing weekly and monthly reports for higher management, including Board meetings, and handling HMDA reporting for originated Manufactured Home Loans. Collaboration with Lending Compliance ensured adherence to legal requirements, while concise loan activity reports were provided to senior management. The position also entailed overseeing wire transfers for funding and interest, addressing credit disputes, managing liens, and offering support for various Commercial Loan Administration tasks.

Provided support to Axiom’s Consumer Lending Division by performing loan reviews and daily monitoring of Manufactured Home Loans and Service Finance Loans. They addressed post-closing matters and documentation issues across all loans, collaborated with Lending Compliance and Accounting for regulatory compliance, reviewed loans from Third Party vendors for consistency with underwriting and agreements, and maintained detailed records of reviews and portfolio data. They facilitated internal audits, documented reporting parameters and processes, aided in new product implementation, updated bank systems and logs, and offered assistance to the Customer Support Team Lead as required.

Responsible for addressing escalated calls, resolving product-related concerns and complaints, and overseeing Customer Support Representatives and Support staff. Additionally, collaborated with various departments on special projects, ensured adequate call coverage, and handled administrative duties. Trained new employees and managed a comprehensive database for account closures across different account types. Ensured that internal client requests, such as document deletions and travel notifications, were appropriately delegated. Acted as a liaison, facilitating communication between 3rd party vendors and customers, specifically for asset verification requests, and extended Services by providing Axiom’s policy and procedures to non-customers in order to facilitate closures for deceased customers.