Wilbert M.
Senior Administrative & Customer Support Specialist
Open to offersNew to PlatformAbout
Wilbert M. is a detail-oriented professional with over 10 years of experience in customer support and administrative roles specializing in loan processing, underwriting, tax services, and quality assurance for U.S.-based clients. At LendSimpli in Florida, he served as an Administrative & Client Support Specialist, where he coordinated with clients, loan officers, brokers, and underwriters to collect necessary documentation and provide timely updates. He expertly maintained CRM systems and ensured compliance with company policies throughout the loan process. Prior roles include working as a Tax Preparer Admin at Xpress Tax & Biz Solutions, where he managed financial documentation and supported high-volume tax seasons, and as a Loan Underwriter at Greenbox Capital, focusing on accurate data entry and client communication. His experience as a Quality Assurance Specialist at Afni Inc. underlines his strong review and feedback skills, improving customer service quality and efficiency. Wilbert holds an Associate's degree in Computer/Information Technology Administration and Management from Colegio de Montalban in the Philippines.
Experience
Administrative & Client Support Specialist
LendSimpli · 2024 — 2026Coordinated with clients, loan officers, brokers, and underwriters to gather required documentation and provide updates on status. Reviewed client information and supporting documents for accuracy before processing and maintained organized client files while monitoring application progress from submission to closing. Updated CRM systems with client information, case notes, and task progress. Followed up on outstanding documentation to avoid processing delays and managed email correspondence and administrative tasks across multiple active files. Assisted with final documentation review while ensuring compliance with company policies.Tax Preparer Admin
Xpress Tax & Biz Solutions · 2023 — 2024Coordinated with clients to collect and verify necessary documentation while reviewing confidential financial records for accuracy. Updated internal databases with client information and ensured all interactions were documented. Followed up with clients regarding any missing requirements, assisted in preparing documentation in compliance with regulations, and maintained confidentiality of sensitive information while providing administrative support during high-volume tax seasons.Loan Underwriter
Greenbox Capital · 2022 — 2023Reviewed incoming loan applications and supportive documentation to determine completeness. Examined submitted application materials, including bank and merchant statements, to identify additional documentation needs for underwriting. Ensured up-to-date knowledge of company policies and underwriting guidelines while performing data entry within the CRM system. Communicated with ISOs, Broker Support, and merchants effectively through written and verbal channels to facilitate timely processing.Quality Assurance Specialist
Afni, Inc. · 2019 — 2022Monitored customer interactions to ensure adherence to company standards and quality expectations. Reviewed documentation for accuracy and completeness while providing coaching and feedback for customer experience improvement. Collaborated with operations and training teams to enhance workflows, identified process improvements, and maintained detailed quality reports and performance documentation.Chat Support Specialist
Afni, Inc. · 2016 — 2019Provided support for customer billing inquiries and account concerns through chat. Investigated account issues and resolved them promptly, while accurately documenting customer interactions in CRM systems. Maintained confidentiality of customer information and ensured compliance with company standards, delivering excellent customer service in a fast-paced environment.Chat Support Specialist
Convergys · 2015 — 2016Assisted customers with billing inquiries and account-related issues through chat support. Investigated and resolved account concerns efficiently while ensuring accurate documentation of customer interactions in CRM systems. Upheld confidentiality of customer details and met compliance standards, consistently providing excellent service in a fast-paced setting.Order Processing Specialist
Tactical Business Services · 2010 — 2015Supported customers through phone, email, and chat by managing order modifications, tracking requests, and issue resolution. Coordinated with restaurant partners and delivery teams for timely completion of orders, prioritizing efficient communication and follow-up to maintain customer satisfaction.
Skills & Expertise
Education
- Associate's degree in Computer/Information Technology Administration and ManagementColegio de Montalban · 2006 — 2008
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