MARIE BLAIR
Phoenix,AZ
Summary
Customer service professional with experience resolving complex issues efficiently and effectively, especially in an underwriting capacity. Skilled in conflict resolution, communication, and problem-solving, with strong emphasis on teamwork and adaptability. Known for reliability and results-driven approach, consistently meeting and exceeding expectations in fast-paced environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Resolution Specialist
State Farm
05.2024 - Current
- Participate in cross-functional teams to address complex issues involving multiple departments, achieving satisfactory resolutions for all parties involved.
- Provide exceptional support to customers by thoroughly understanding their needs and offering tailored solutions.
- Streamline complaint resolution processes for improved efficiency and faster response times.
- Manage a high volume of customer inquiries, resulting in timely resolutions and positive feedback.
FTM Claims Specialist
State Farm
05.2023 - 05.2024
- Proactively investigated claims for FTM
- Exceeded the various metrics such as closings, quality ratings and time-efficiency
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
Government/Conventional Mortgage Underwriter
Homebridge Financial
09.2020 - 08.2022
- Analyzed credit, layered risk, income and asset documentation
- Collaborated with various departments to achieve company and personal goals
- Identified AML activity that could potentially be damaging to outcome of mortgage decision
Government/Conventional Mortgage Processor
USAA Financial
02.2020 - 08.2020
- Worked in unison with underwriters and clients while processing mortgage loans
- Adhered to government and conventional guidelines
- Maintained pipeline of 100+ loan applications
Government Processor
JFQ Lending
09.2019 - 02.2020
- Surpassed at processing FHA Refinance mortgages
- Promoted to Quality Control compliance
- Audited files to confirm discrepancies and AML concerns
Government Processor
Freedom Financial
03.2018 - 09.2019
- Assessed and advised on the mitigation of underwriting risks
- Remained current on compliance industry trends
- Developed productive working relationships with internal clients
Government/Conventional Underwriter
UAMC
07.2014 - 01.2018
- Interpreted investor guidelines while underwriting error-free loans
- Trained fellow colleagues new to mortgage underwriting
- Excelled at reviewing complex files within a timely manner
Education
Masters - Counseling and Human Relations
Northern Arizona University
01.2008
Bachelor of Arts - Communication
Arizona State University
01.2000
Skills
- Problem-solving
- Time management
- Attention to detail
- Calm and professional under pressure
- Excellent communication
Certification
FHA (Federal Housing Authority) Certification 2005
Timeline
Customer Resolution Specialist
State Farm
05.2024 - Current
FTM Claims Specialist
State Farm
05.2023 - 05.2024
Government/Conventional Mortgage Underwriter
Homebridge Financial
09.2020 - 08.2022
Government/Conventional Mortgage Processor
USAA Financial
02.2020 - 08.2020
Government Processor
JFQ Lending
09.2019 - 02.2020
Government Processor
Freedom Financial
03.2018 - 09.2019
Government/Conventional Underwriter
UAMC
07.2014 - 01.2018
Bachelor of Arts - Communication
Arizona State University
Masters - Counseling and Human Relations
Northern Arizona University
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