Sophia Casely-Hayford

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Loan Servicing Specialist / Relationship Manager

Loan servicing specialist at Select Portfolio Servicing who managed 500+ mortgage accounts and improved portfolio performance by 10%.

United StatesLoan Servicing Specialist / Relationship Manager at Select Portfolio Servicing (SPS)

Experience

Loan Servicing Specialist / Relationship Manager
Managed a portfolio of 500+ residential mortgage accounts, assisted borrowers with escrow analysis and loan modifications, and improved portfolio performance by 10% while maintaining a 95% customer satisfaction rate.
SalesforceService PlatformFiservInsyncEvolveCRM SystemsLoan AdministrationEscrow AnalysisAccount ManagementData ReconciliationRegulatory ComplianceCFPBFHAFannie MaeFreddie Mac
Senior Intake Specialist
Reviewed medical service authorizations to create, update, and close client accounts, and collaborated with case managers and internal teams to streamline intake operations.
Account ManagementData ReconciliationDocumentationReportingCRM SystemsCase Management
Senior Customer Care Representative
Handled complex customer inquiries across multiple channels, managed high-volume interactions, and trained team members to improve performance and satisfaction.
Customer ServiceCommunication SkillsCRM SystemsTrainingCoaching
Patient Medication Technician
Coordinated daily medication administration in alignment with patient treatment plans and collaborated with healthcare teams to ensure accurate dispensing and adherence.
Medication administrationPatient CareHealthcare Collaboration
Customer Care Representative (Intern)
Managed customer interactions, documented interactions in customer-management systems, and followed up on unresolved issues to ensure timely resolutions.
Customer ServiceCommunication SkillsCRM SystemsDocumentation
Tier II Customer Service Representative
Processed health insurance registrations and renewals via state exchange systems, handled 100+ daily calls, and assigned members to managed care organizations.
Customer ServiceData EntryHealth InsuranceState Exchange
Mentor & Program Coordinator
Coordinated programs supporting children of incarcerated parents, provided mentorship and case management, and maintained compliance records.
Case ManagementMentorshipProgram CoordinationComplianceDocumentation
Intern, Office of Administration
Supported administrative functions at a senior center, contributing to documentation and reporting.
Administrative SupportDocumentationReporting

Education

University of Baltimore
Master of Social Science in Human Services from the University of Baltimore, completed in May 2020.
Master of Social Science in Human Services from the University of Baltimore, completed in May 2020.
Redeemer's University
Bachelor of Arts in English Language from Redeemer's University, completed in June 2014.
Bachelor of Arts in English Language from Redeemer's University, completed in June 2014.

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Experience

Loan Servicing Specialist / Relationship Manager

Managed a portfolio of 500+ residential mortgage accounts, assisted borrowers with escrow analysis and loan modifications, and improved portfolio performance by 10% while maintaining a 95% customer satisfaction rate.

SalesforceService PlatformFiservInsyncEvolveCRM SystemsLoan AdministrationEscrow AnalysisAccount ManagementData ReconciliationRegulatory ComplianceCFPBFHAFannie MaeFreddie Mac

Senior Intake Specialist

Reviewed medical service authorizations to create, update, and close client accounts, and collaborated with case managers and internal teams to streamline intake operations.

Account ManagementData ReconciliationDocumentationReportingCRM SystemsCase Management

Senior Customer Care Representative

Handled complex customer inquiries across multiple channels, managed high-volume interactions, and trained team members to improve performance and satisfaction.

Customer ServiceCommunication SkillsCRM SystemsTrainingCoaching

Patient Medication Technician

Coordinated daily medication administration in alignment with patient treatment plans and collaborated with healthcare teams to ensure accurate dispensing and adherence.

Medication administrationPatient CareHealthcare Collaboration

Customer Care Representative (Intern)

Managed customer interactions, documented interactions in customer-management systems, and followed up on unresolved issues to ensure timely resolutions.

Customer ServiceCommunication SkillsCRM SystemsDocumentation

Tier II Customer Service Representative

Processed health insurance registrations and renewals via state exchange systems, handled 100+ daily calls, and assigned members to managed care organizations.

Customer ServiceData EntryHealth InsuranceState Exchange

Mentor & Program Coordinator

Coordinated programs supporting children of incarcerated parents, provided mentorship and case management, and maintained compliance records.

Case ManagementMentorshipProgram CoordinationComplianceDocumentation

Intern, Office of Administration

Supported administrative functions at a senior center, contributing to documentation and reporting.

Administrative SupportDocumentationReporting

Education

University of Baltimore

Master of Social Science in Human Services from the University of Baltimore, completed in May 2020.

Redeemer's University

Bachelor of Arts in English Language from Redeemer's University, completed in June 2014.