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Customer Service High School

Location:
Austin, TX
Posted:
June 25, 2014

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Resume:

Alfonso Olague III

210-***-**** HM

210-***-**** Cell

*** ******* *** *** *******, TX 78228

acep8o@r.postjobfree.com

Objectives

To advance and further my career, while gaining more knowledge and experience in my field/or

any other. My ultimate goals are to create more opportunities for myself; while furthering my

career and opportunities for advancement.

Skills

• Strong customer, service focus with a background in Default/Foreclosure.

• Good communication skills. Ability to work independently within team framework.

• Maintain filing and record-keeping systems

• Prepare and distribute correspondence

• Perform general office duties such as ordering supplies

• Detail oriented, good organizational skills, good judgment.

• Good ability to understand and interpret analytical data.

• Customer Relations background

• Strong research skills and an ability to resolve majority of issues without assistance. Basic to

good working knowledge of software applications in a PC environment. Knowledge of CPI,

LSP/MSP/CPI, GEM, LIV, EZ Pay, ER IAM-Loss Mitigation.

• Telephone Skills and Internet Skills

• Experience in handling confidential paperwork

• Ability to take accurate phone messages and deliver promptly.

•Ability to manage multiple priorities and to adjust workload accordingly while under pressure.

• Microsoft Word, Outlook, Word Perfect, Lotus. Type 50 WPM, 10 Key, Math Skills

• Solid research and problem solving skills.

• Great team player.

Experience

12/2013 – 02/2014

Wells Fargo/ Aerotek

Loan Servicing Specialist / S.C.R.A. Service member Civil Relieve Act San Antonio,

Texas

• Responsible for collecting military documentation and determine if processes and

documentation are in compliance with internal company requirements, contractual

terms/conditions, investor requirements and or government regulations. standards, including type

and amount of mortgage, borrower assets, liabilities, and length of employment.

• Work in a fast-paced, deadline driven environment.

• Working knowledge of MSP, LPS Desktop, and LIV.

• Conduct investigative steps to fully identify the issues and recommend adjustments or changes

necessary.

• Audit Military loans for the D.O.J (Department of Justice)

• Conduct investigative steps to fully identify the issues and recommend adjustments or changes

necessary.

05/2011 – 08/2013

USAA Federal Savings Bank

Mortgage Processor San Antonio, Texas

• Verifies, compiles, and types application information for mortgage loans: Reviews residential

loan application file to verify that application data is complete and meets establishment standards,

including type and amount of mortgage, borrower assets, liabilities, and length of employment.

• Recommends that loan not meeting standards be denied.

• Calls specified companies to obtain property abstract, survey, and appraisal.

• Submits mortgage loan application file for underwriting approval.

• Coordinate a closing between the member and title company

03/2009 – 05/2011

Wachovia/Wells Fargo

Collections/Loss Mitigation/Foreclosure/Bankruptcy San Antonio, Texas

• Research and resolve issues, research files for information. Handle modification calls, take

interview from customers. Experience with direct customer contact, service, collections

environment along with strong reading comprehension ability, computer skills, and

documentation ability.

• Assist customers, via telephone, by answering questions and resolving complex problems.

• Provide customer service in the Loss Mitigation Inbound Call Center, answering routine

questions and solving problems.

• Handle escalated calls and provides direction and guidance to customers.

• Receives and or places telephone calls which are non routine and may require adaptation of a

response or extensive research.

• Responsible for analyzing root causes and trends. Performs related duties as assigned or

requested.

• Research files for information. Handle modification calls, take interview from customers who

are in bankruptcy, foreclosure, and regular status

• Deliver quality customer service by researching and responding to all internal and external

client inquiries quickly, efficiently and professionally

• Provide customers with approvals and conditions of approval; provide file updates with

customers and agents. Discuss loss mitigation options and process with customers; provide

customers with approvals and conditions of approval; provide file updates with customers and

agents.

• Assist with new hire training

• Assist with Training Bay training

07/2008-01/2009

Kelly Services/USAA

Customer Admin Support Team San Antonio, Texas

• Working the attendance line for employees calling in and informing their managers

• Completed adherence audits

• Assist with new hire training

• Data entry

Education

1994-1998

Memorial High School

2008-2009

St. Phillips College



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