Jiah D.
Junior Customer Service Manager
Open to offersNew to PlatformAbout
Jiah D. is a licensed English educator and accomplished Customer Service Manager with extensive experience in the mortgage industry at Moder Solutions Inc. She has rapidly progressed from Customer Service Representative to overseeing loss mitigation operations, leading teams in delinquency intervention, loan modifications, and regulatory compliance with federal guidelines like RESPA and TILA. Jiah's responsibilities have included streamlining digital workflows, extracting KPIs to optimize processes, and handling complex borrower escalations, all while ensuring exceptional customer satisfaction. Her expertise encompasses AI-integrated support, Microsoft 365, and CRM data management. Additionally, Jiah has contributed to digital content strategy as a Landing Page Content Writer and has teaching experience, having developed and delivered English lessons in the education sector.
Experience
Loss Mitigation Customer Service Manager
Moder Solutions Inc. · 2025 — 2026Led a team focused on delinquency intervention, ensuring compliance with investor guidelines and federal regulations. Developed complex loss mitigation strategies to reduce portfolio losses and prevent foreclosure. Fostered a high-performance culture by training team members on negotiation techniques and empathetic communication. Monitored KPIs to streamline workflows and enhance contact rates. Conducted regular audits of team files while managing administrative tasks within deadlines. Addressed escalated borrower complaints to maintain customer satisfaction.Customer Service Manager
Moder Solutions Inc. · 2025 — 2025Oversaw complex administrative tasks, aligning customer service representatives' performance with standard operating procedures. Enforced regulatory compliance by performing audits on loan files and CRM data in accordance with RESPA and TILA guidelines. Handled high-level borrower escalations decisively to alleviate funding risks and enhance satisfaction. Boosted operational efficiency through the development of new standard operating procedures for document management and automated client communications. Analyzed performance metrics alongside post-closing feedback to refine service strategies.Pioneer Customer Service Representative
Moder Solutions Inc. · 2025 — 2025Established the customer support framework for a new department, crafting core service standards and communication protocols. Recorded recurring client issues to aid leadership in improving product offerings and service workflows. Simplified complex mortgage information for customers to ensure clarity regarding their loan terms and options. Enhanced CRM data-entry processes to enable precise tracking of customer interactions and departmental metrics from the outset.Customer Service Representative
Moder Solutions Inc. · 2024 — 2025Processed customer inquiries and issues with precision, including payment discrepancies and loan document requests. Clearly conveyed complex mortgage information to clients, ensuring understanding of their loan terms and options. Kept detailed records of customer interactions and resolutions in the company's CRM system.English Teacher (Internship)
Cebu Normal University Integrated Laboratory School / Consolacion National High School · 2023 — 2023Created and delivered engaging lessons in language and literature. Organized and facilitated academic events alongside professional development activities. Maintained accurate records to assess student progress.Freelance English Tutor
Remote · 2022 — 2022Delivered online conversational English language instruction to a foreign adult student.Landing Page Content Writer (On Job Training)
Blueberry Digital Labs Phil. Inc. · 2019 — 2020Researched and developed content for landing pages, ensuring compelling presentation. Optimized content for search engines to enhance website visibility and attract traffic.Assistant of a Civil Engineer (Summer Job)
Cebu Landmasters · 2017 — 2017Coordinated and maintained project schedules to ensure timely task completion. Assisted with site checks and inspections, providing general secretarial support including drafting correspondence and scheduling meetings. Managed attendance records for construction employees.
Skills & Expertise
Education
- Bachelor of Secondary Education Major in EnglishCebu Normal University · 2020 — 2024
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