TERRANCE A.

JONES
223 Aberdeen Way
Townsend DE 19734
302-464-2930 (Home)
LOAN PROCESSING CUSTOMER SERVICE SUPPORT SPECIALIST
Customer-focused professional, acknowledged throughout career for
dispensing personalized attention, maintaining composure under fire,
and juggling a multitude of job tasks and challenges with skilled
discretion and concern. Reputed for willingness to shoulder extra
workloads, coordinate daily operations, and "step up" to leadership
roles. Superior administrative, analytical, and problem solving
strengths are underpinned by a genuine affinity with people, and the
necessary drive to enhance organizational reputation through service
excellence.
PROFESSIONAL EXPERIENCE

Creative Colors International, Willow Grove, PA

MARKETING ASSISTANT (Dec 2009) 2009 to 2010
Plan, conduct and coordinated a range of marketing support
activities such as proposal kick-off meetings, marketing meetings,
etc. Handles leads, as appropriate, and directs team members for
investigation and follow-up, if necessary.
Kept current agency contact list for Sales reps and assisted with
collecting customer input and feedback for marketing planning. Track
results of marketing projects to understand effectiveness and improve
future campaigns.
ADECCO AGENCY, Newark DE 2009 to 2010
LOAN PROCESSOR (July 2009)
Verifying customer income documentation, resolving title issues,
appraisal issues, loan conditions, and gathering documentation's for
getting the loans processed and to the closing on time.

RADIAN GUARANTY, Philadelphia, PA 1998 to 2008

_Radian is a global credit risk management company providing
innovative financial solutions to capital markets worldwide. _
SENIOR LOAN TECHNICIAN/LEVEL III CUSTOMER SUPPORT, (2003 to 2008)
Processed applications from form 1008 by onsite contract
underwriters. Provided assistance to on-site underwriters by
troubleshooting and resolving problems. Trained new hires on
application processing procedures in the Radian and Legacy systems.
Maintained confidential bank loan information by producing Excel
spreadsheets. Generated reports using Datatrieve. Analyzed daily work
processed within customer support for accuracy. Answered phone calls
from branches and lenders on plan codes. Worked on special projects
as assigned.

Accomplishments
*
Error Reduction- Documented and adhered to policies and procedures
set forth by senior management to monitor guidelines for the results
of work in comparison to loan applications.
*
Improved Reliability- Displayed a consistent work ethic at all
times, adhering to company policies regarding attendance and
satisfactory employee behavior.
*
Improved Customer Satisfaction- Avoided delays in customer loan
processing by maintaining constant communication among
loan/underwriting officers. Provided follow up of critical details
during the application process, and kept the customers informed of
the status.
*
Improved Teamwork- Fostered and promoted a creative environment
where ideas and opinions are discussed, evaluated, and implemented.
*
Presented with the Employee of the Month award on two separate
occasions during 2004 and 2006.
*
Received numerous Bravo awards which were granted based on employee
merit when proving outstanding customer service: this award was
presented by the Vice President of Operations and included monetary
compensation.
*
Promotion to Technician Level Three during 2003. This promotion was
granted based on providing exceptional, reliable, and superior loan
processing and customer service.
LOAN PROCESSING TECHNICIAN/LEVEL II CUSTOMER SUPPORT, (1998 to 2003)
Processed 75 loans per day in accordance with departmental
requirements, while maintaining accuracy standards. Managed telephone
correspondence with external lenders and customers. Provided
management with detailed productivity reports.

QUALITY CONTROL CLERK (1993 to 1998)

Employed by CMAC Mortgage Insurance Company which later assumed the
name of Radian Guaranty. Handled the shipping and receiving of files
for the branch offices and outside customers for the Quality Control
Department working with over 500 loans per week and performing the
data entry on all loans that were sent daily.

TECHNICAL PROFILE
Proficient in Microsoft Office: Word, and Excel, Datatrieve, Radian,
and Legacy

EDUCATION / PROFESSIONAL DEVELOPMENT

Certificate, Data Entry, 1988, Philadelphia Training Institute,

Philadelphia, PA
10,000 keystrokes per hour
Diploma, June 1985 John F. Kennedy High School, Willingboro, NJ