Jan Leng
Wingate
Summary
Versatile Technical Support Representative skilled at offering partners easy-to-understand guidance and actionable advice. Positively impacts all partner interactions and engineering efforts for supported products. Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Self-motivated and reliable with excellent teamwork, problem-solving and organizational skills.
Overview
11
11
years of professional experience
Work History
Verification of Employment Specialist
Rocket Mortgage
05.2022 - Current
- Communicated verification and authorization status updates with administrative departments to facilitate decision-making for loan approval.
- Utilized data-driven tracking system and mortgage processes to obtain authorized information for employment and insurance verifications.
- Managed high-volume of employment and insurance verifications within pressured timeframes for productive mortgage operations.
- Verified client information by analyzing existing evidence on file.
Quality Control
Rocket Pro TPO
04.2021 - 05.2022
- Reviewed and validated quality requirements for Folder team for loan packages being submitted to underwriting, and ensuring loans met compliance regulations required for underwriting.
- Compiled and distributed weekly feedback to team members and team leaders to improve quality and decreasing folder incomplete percentage.
- Partnered with management to create, develop and implement quality initiatives, resulting in streamline process in Folder.
- Assist partners daily by answering questions, responding to Sales Force cases and handling telephone requests.
- Educated partners on Rocket Pro TPO systems, product guidelines, and portal opportunities.
Folder Analyst
Rocket Pro TPO
02.2021 - 04.2022
- Handled any conditions sent from underwriting departments.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Submitted loan applications to underwriter for verification and recommendations.
Frontline Support Specialist
Quicken Loans
10.2019 - 02.2021
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
Service Sales Representative
Cintas
10.2017 - 10.2019
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Managed product transitions from warehouse to customer site, loading and unloading in alignment with specifications.
- Delivered top customer satisfaction, reviewing feedback closely and addressing needs and requests of over 90 different accounts.
- Communicated customer complaints, requests and feedback to company management for swift resolution.
Customer Care Specialist
Advanced Home Care
06.2015 - 10.2017
- Documented patient medical information, case histories and maintained patient databases in alignment with HIPAA protocols.
- Managed wide variety of hospital and home health patients to resolve patient issues quickly and efficiently.
- Accurately and timely data entry, understanding and selecting inventory and services, communicating with referral sources to provide excellent patient service.
- Reduced process inconsistencies and trained team members on best practices and protocols.
Dispatcher
Genuine Parts Company
04.2013 - 06.2015
- Trained new employees in various procedures and gave feedback on daily work performance to increase productivity and partner satisfaction.
- Processed orders, ran bulk pick sheets, processed and printed invoices and created daily shipping logs.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
Education
Bachelor of Science - Sports Management
Winston Salem State University
Winston-Salem, NCSkills
- Verbal and Written Communication
- Compliance Certifications
- Safety Practices
- Quality Improvement
- Coaching and Mentoring
- Risk Management Assessments
- Client Relationship Management
- Analytical and Critical Thinking
- Underwriting Support
- Credit Application Review
- Insurance and Employment Verifications
- Mortgage Loan Origination
- Business Process Workflow
- Technical reporting
- Agile development methodologies
- Salesforce
Accomplishments
2022 Rock Honors Award Recipient,
Best Performance in Folder Receive/SELA Role Rocket Pro TPO
Rocket Mortgage Detroit, MI
2023 Rock Honors Award Nominee,
Outstanding Performance in Vendor Role
Rocket Mortgage Detroit, MI
CAVS Coin Recipient
June 2021
November 2022
September 2023
January 2024
Timeline
Verification of Employment Specialist
Rocket Mortgage
05.2022 - Current
Quality Control
Rocket Pro TPO
04.2021 - 05.2022
Folder Analyst
Rocket Pro TPO
02.2021 - 04.2022
Frontline Support Specialist
Quicken Loans
10.2019 - 02.2021
Service Sales Representative
Cintas
10.2017 - 10.2019
Customer Care Specialist
Advanced Home Care
06.2015 - 10.2017
Dispatcher
Genuine Parts Company
04.2013 - 06.2015
Bachelor of Science - Sports Management
Winston Salem State University
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