Lauren Iverson
Crystal Lake
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
7
7
years of professional experience
Work History
Pre-Purchase Specialist
Rate, Inc.
2022.07 - Current
- Assess suspense conditions provided by investors to determine validity and provide resolution
- Stay abreast of lending regulations, suspense condition trends and resolutions
- Manage individual loan pipeline across multiple company ventures while balancing over 50 assigned loans
- Led quality assurance efforts, maintaining high standards for all products and services.
Affordable Housing Manager
Rate, Inc.
2021.10 - 2022.07
- Supervised personnel directly engaged in housing program administration, maintenance and clerical support
- Assisted in launching new Affordable Housing programs to ensure smooth closings and post closing processes for borrowers
- Evaluated and enhanced workflow to implement best practices, reduce suspense fees and increase staff motivation and satisfaction
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Investor Account Manager
Rate, Inc.
2020.04 - 2021.09
- Oversaw multiple investor accounts and worked diligently to meet and exceed performance goals
- Completed monthly audits to review overall production with investors
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Provided alternative tactics to solving problems and satisfying customer needs to de-escalate customer interaction
Outside Underwriting Manager
Rate, Inc.
2018.06 - 2020.03
- Oversaw internal underwriting assistants team to ensure Rate, Inc. specific guidelines were met on every loan.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained professional demeanor by staying calm when addressing unhappy or angry sales teams.
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
Education
Bachelor of Arts - Communications
Northern Illinois University
DeKalb, IL12.2014
Skills
- Effective Customer Communication
- Customer Support and Assistance
- Friendly, Positive Attitude
- Relationship Building
- Expert problem solving
- Root-cause analysis
- Team collaboration
- Time management
- Multitasking
Timeline
Pre-Purchase Specialist
Rate, Inc.
2022.07 - Current
Affordable Housing Manager
Rate, Inc.
2021.10 - 2022.07
Investor Account Manager
Rate, Inc.
2020.04 - 2021.09
Outside Underwriting Manager
Rate, Inc.
2018.06 - 2020.03
Bachelor of Arts - Communications
Northern Illinois University
Education and Training
other