About Shirley Cassanova:
I am a customer-oriented, analytical, and personable Customer Service/Quality Subject Matter Expert with 20+ years of experience in the mortgage and property management industry. I Build, develop, and deepen customer relationships to provide solutions that ensure customer satisfaction. I Passionately exceed customer expectations and enter the customer’s world through listening and understanding. I Interact well in a team environment and represent organizations with a professional courtesy and with integrity. I Independently gather, research, and analyze data from a variety of databases and sources. I will also collaborate across cross-functional areas to achieve organizational goals and facilitate a world-class customer experience. Core competencies include:
Customer Service Management | Dispute Resolution | Quality Control | Process Improvement | Staff Engagement | Cross-Functional Collaboration | Customer Service Modeling | Policies & Procedures | Leadership & Mentorship | New Hire Training | Research & Analysis
Knowledge of federal laws |rule | regulations | and applicable guidance & beyond to include: ECOA | HMDA |TILA/REG Z |BSA/AM | RESPA | FDPA | FDCP | CFPB | Reg B | UDAAP | UDM (undisclosed debt Monitoring) | Cybersecurity | Ethics | Fair Lending |TRID | Information Security Policies | Phishing | Understanding Diversity/Equity/& inclusion | Social Media.
Experience
Regulatory Compliance
Problem Solving
Quality Control
Client Liaison
Lease Administration
Tenant-Landlord Client Relations
Education
TECHNICAL SKILLS
Microsoft Office 365 | Calyx Point Mortgage, BYTEPRO Software | G-Suite Tools | Dropbox |Sharepoint Intranet
Reasonable Accommodations Training | Legal Aid Services
Mental & Physical Disability Modifications Training | Oregon Advocacy Center
Landlord-Tenant Issues Training | Portland Housing Authority Task Force
Cultural & Diverse Training | Fair Housing Council of Oregon
Reasonable Accommodations Training | Legal Aid Services
Mental & Physical Disability Modifications Training | Oregon Advocacy Center
Landlord-Tenant Issues Training | Portland Housing Authority Task Force
1993- 2013 Real Estate Licensee for Oregon State / Specialized in Residential Property Management
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