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Shirley Cassanova

Shirley Cassanova

Quality Assurance Specialist

Administrative

Vancouver, Clark

Social

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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