Susanne Keeton

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Reduced customer complaints with proactive communication and timely resolutions.
• Attended to Tenants and Owner's of Rental Properties to ensure any concerns either Party might have.
• Monthly collection calls for rent payments and filing an dismissing Evictions/Unlawful Detainer's.
• Registering Rental properties with each individual cities.
• Assisted Tenants on Housing Assistance.
• Increased client retention, consistently maintaining strong relationships with key accounts.

• Applied Daily incoming Wires and Checks, balanced Deposit for Loan Payoffs
• Prepared Mortgage Releases for paid in full loans.
• Prepared payoff statements for Borrowers and Third parties
• Ordered Original Documents
• Assisted Customers on all related Payoff calls and issues.
• Researched billing errors and discrepancies to initiate corrective action.
• Responded to customer inquiries and provided detailed account information

• Obtained VA Coe, IRRL, Appraisals, ordered and corrected FHA Case Numbers, Flood Insurance, USPS, Fraud Guard, Credit Reports and titles
• Reviewed and processed Reverse Mortgage Applications, ordered all Documents to process loan and prepared File for Underwriting
• Processed all Loan Assumptions Applications and Documents to follow FHA Guidelines for qualification and prepared file for underwriting.
• Answered all Customer calls on Assumptions and Reverse Mortgages

• Daily processing of Payoff Checks and incoming Payoff Wires, balanced and submitted daily Deposits
• Prepared Mortgage Releases for paid in full loans
• Ordered Original Documents for loan releases
• Answered all customer calls regarding mortgage loan payoffs, releases and all other customer concerns.
• Special projects as needed.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Handled customer inquiries and suggestions courteously and professionally.
• Participated in team meetings and training sessions to stay informed about product updates and changes.

*Researched Delinquent Real Estate Property Taxes

*Paid quarterly, semi annually and yearly property Taxes

*answered all calls on real estate property tax issues