Kyeshia Brooks
Rocky Mount
Summary
Experienced administrative professional offering solid background in loan processing. Coordinates documents, corrects errors and liaises with external parties to complete paperwork and facilitate smooth closings. Knowledgeable aboutoperations, best practices, and regulatory requirements.
Overview
15
15
years of professional experience
Work History
Auto Loan Servicing Specialist/Remediation Claims Specialist
Wells Fargo Auto
Raleigh
04.2019 - 07.2025
- Initiate gap claims for total loss vehicles covered by insurance.
- Enter and update all customer data to ensure correct gap company and balance reflects on account.
- Work directly with DMV using Dealertrack to perfect titles and ensure Wells Fargo is listed as lienholder.
- Submit service contract, send correspondence to insurance and gap cancellation request to dealers.
- Assist dealerships with updated customer info and to make sure all documents and financial agreements are accurate.
- Answer correspondence via email and phone.
- Work closely with insurance companies to ensure the correct payout for total loss vehicles.
- Follow up with dealers on cancellations and status. Submit customer complaints upon request.
- Review and research to determine waiver of balances after all refunds have been applied to accounts.
Loan Servicing Specialist
United Bank
Enfield
11.2015 - 03.2019
- Assists customer’s over the phone uncovering customer needs and referring appropriate products and solutions in an effort to achieve individual and team sales goals.
- Completes all loan applications initiated in the Lending Center, gathers necessary loan documents, collects upfront fees, and submits loan for processing.
- Consults with applicants on a variety of mortgage financing products and consumer loan programs the bank has to offer.
- Using United Banks provided lists, contact members and prospective members to generate new consumer and real estate loans.
- Follows up on incomplete applications to help and/or determine applicant’s intentions.
- Coordinates with mortgage processors, communicates with applicants and other parties respectively on the progress of the application.
- Completes follow up with mortgage partners to ensure loan closing and resolve any problems while ensuring compliance guidelines.
- Source and develop loans for all aspects of our market including but not limited to: HELOC, residential real estate, new construction, auto loans, and consumer loans.
- Work with loan center team to ensure that all pertinent account documentation is complete and accurate.
- Processes customer transactions accurately and efficiently to build customer confidence and trust, based on established policies and procedures.
- Build customer loyalty through courtesy and friendliness, including addressing each customer by name and thanking the customer for their business.
- Demonstrates a sense of urgency to meet customer needs while maintaining complete focus on delivering exceptional customer experience.
- Update customer records as needed. Renew customer's certificate of deposits when due.
Customer Service Executive
Comcast
Enfield
08.2014 - 11.2015
- Facilitate interactions with customers in accordance with the company's service strategy.
- Assist customers with troubleshooting cable box issues and internet connection.
- Establishes rapport and promote effective relationships with customers.
- Responsible for answering incoming calls regarding technical questions and problem resolution related to Comcast products as well as customer equipment.
- Handles billing calls, accept payments and set promise to pay arrangements.
- Work to minimize and/or reduce truck rolls and offer Comcast products and services to meet customer needs.
- Exercise sound judgment within scope of customer's empowerment and act in the best interest of both the customer and company.
Customer Service Associate
Lowes
Manchester
03.2014 - 05.2015
- Responsible for providing quick, friendly customer service by answering customer’s questions, providing purchase assistance and keeping shelves stocked.
- Apply basic mathematical concepts such as adding, subtracting, multiplying, dividing and knowledge of weights and measures.
- Understand and respond appropriately to basic customer and employee inquiries.
- Read, write and communicate using English language sufficient to perform job functions.
- Operate cash register and RF scanner, telephone, paging system, copiers, fax machines, computers, CCTV surveillance system, key cutting, panel saw, and paint mixing computer, blind cutting, pallet jacks, and electric lifts.
Customer Service Representative
Centurylink
Tarboro
08.2010 - 07.2013
- Assisted customers with various product offerings and troubleshoot product inquiries.
- Saved customers accounts using first call resolution to retain services from disconnect request.
- Performed inside collections on delinquent accounts via telephone.
- Evaluated creditworthiness to determine deposit states.
- Scheduled entertainment service for new and existing customers.
Education
High School Diploma -
Nash Rocky Mount Middle College High School
Rocky MountTimeline
Auto Loan Servicing Specialist/Remediation Claims Specialist
Wells Fargo Auto
04.2019 - 07.2025
Loan Servicing Specialist
United Bank
11.2015 - 03.2019
Customer Service Executive
Comcast
08.2014 - 11.2015
Customer Service Associate
Lowes
03.2014 - 05.2015
Customer Service Representative
Centurylink
08.2010 - 07.2013
High School Diploma -
Nash Rocky Mount Middle College High School