Hi, I’m
Rocel John Bianes
Mortgage Loan Processor
Quezon City, Metro Manila
Summary
As a loan processor, I am diligently collaborating with my broker to manage all aspects of processing loans, including refinances and purchases. This involves meticulous attention to detail, ensuring that all documentation is complete and accurate, while also adhering to all regulatory requirements. I know how important these transactions are, and I am committed to keeping the application up to date, which I believe is crucial for ensuring a smooth and efficient experience for everyone involved in the process.
Overview
11
years of professional experience
Work History
The Move
Mortgage Loan Processor
03.2023 - Current
Job overview
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, data entry, and client communication.
- Provided exceptional customer service while guiding borrowers through the entire loan process from pre qualification to closing.
- Optimized workflow management by prioritizing high-priority tasks and meeting strict deadlines consistently.
- Ensured compliance with federal lending regulations through meticulous attention to detail during the loan processing phase.
TELUS International Philippines
Customer Service Representative
03.2022 - 03.2023
Job overview
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Alorica
Quality Analyst
10.2018 - 03.2022
Job overview
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
Alorica
Customer Service Representative
10.2014 - 05.2018
Job overview
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Skills
Processing procedures
Additional Information
Basic knowledge or familiarity with Six Sigma concepts.
Timeline
Mortgage Loan Processor
The Move
03.2023 - Current
Customer Service Representative
TELUS International Philippines
03.2022 - 03.2023
Quality Analyst
Alorica
10.2018 - 03.2022
Customer Service Representative
Alorica
10.2014 - 05.2018
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