BARBARA A WILLIAMS

**** ********* **., *********, ** 28262

704-***-****

acowy4@r.postjobfree.com

Professional Summary

More than ten years of professional experience in Administration, Customer Service, and Loss mitigation

Specialist/Quality Control and Customer Relationship Specialist II/Process Support Specialist II. Enthusiastic team

player, able to communicate effectively with colleagues, supervisors, clients and ability to work independently with

good organizational and communications skills.

Skills

• Proficient in all facets of Microsoft office-software in using

• Personal computer skills in such programs as Microsoft Windows,

• Microsoft Word, Excel Access, PowerPoint, Window NT and Navision Attain,

• AS400, Web based systems:

• LPS, AWD, Sales Force, Siebel, IPortal, LAMP, LMA: Additional systems: AS400, LandSafe loan

Modification Portal

• Loss Mitigation: Home Saver, Contacts, Financials, Workout Package Tracking

Work History

Processor Support Specialist II 08/2013 to 08/2014

Bank of America – Charlotte, NC

• Handled and logged more incoming work of transactions related to Loan Modifications with limited

supervision to complete daily tasks/ duties.

• Processed and reviewed routine transactions/ forms, and documenting loan history record. Scanned

documents into customer files when received, responded to customer or other 3rd party inquiries, researching

and/or preparing documentation, and analyzing requests in accordance with established FHA and HUD

guidelines to determine appropriate courses of action if needed.

Customer Relationship Specialist II 05/2011 to 08/2013

Bank of America – Charlotte, NC

• Developed a strong and trusted relationship with customers through timely and accurate communications who

files were in default or imminent default with a focus on loan modifications, collections, repayment plans,

special forbearance, short sales, and/or foreclosure.

• Managed high volume/answering 80% of customer calls to ensure excellent customer service and satisfaction.

• Maintained and updated documents related to customer accounts, validated and qualify new customers before

referring to the appropriate Underwriter for review.

Home Service Specialist II 11/2010 to 05/2011

Contractor/Bank of America-Charlotte, NC

• Managed a fluctuation pipeline which consisted of 150+ loans.

• Ordered credit reports, and submitted loan documents to DU/LP systems.

• Reviewed and delivered high quality and error-free files to underwriting.

• Responsible for verifying conditions of approval which may include customer income/assets.

Processer Assistant 09/2010 to 10/2010

Contractor/Hewitt Insurance-Charlotte, NC

• Spoke to customers to obtain information that is needed for an insurance application.

• Maintained accurate files for each policyholder or client including policies that are nearing renewal or

policies that are being canceled.

• Entered policy data in a timely manner into computer for new clients and updating information for existing

clients.

Loss Mitigation Specialist/Quality Control 08/2008 to 07/2010

NACA-Charlotte, NC

• Counseled delinquent homeowners regarding their delinquent accounts as well as assisted them in creating

budget to enable them to afford their mortgage.

• Obtained mortgage documentation, paystubs, credit authorizations, household budget, bank statements, and

liability information to add to the NACA database. Submitted a restructure to the homeowner’s mortgage

lender requesting an affordable payment and lower/fixed interest rate.

• In special circumstances, submitted temporary forbearance agreements and principle reduction requests to the

mortgage lender. Reviewed Auction files to ensure all required documents in place before forwarding to the

lender.

• Mentor new Home Save Counselors on the NACA system and process.

Education

Associate of Arts: Business Administration

• Kriser College, Tallahassee, Florida

Accomplishments

• Earned certificates/Bronze awards for being one of the top performers & outstanding customer service.

Contact this candidate