Customer Service Manager
Resume:
Joshua Moran
Baldwin Park, California, 91706,
*********@*****.***,
Work Experience
Loan Processor
REeBroker
July 2011 - Present
To obtain necessary loan documents from client such as pay stubs, bank statements, w-2 and tax returns. To constantly communicate with customer and underwriter answering any inquiries client has while in loan process.
Loss Mitigation Processing
Bank of America
May 2011 - June 2011
Primary responsibilities are assisting customers with their financial difficulties on their delinquent home loans, providing loan modification solutions, helping them understand their mortgage terms, reviewing delinquency patterns and negotiating payment arrangements. In addition, helping customers bring their accounts to current status by offering different options which includes repayment or workout plan if possible offer the (MHA) Making Home Affordable Program if others are of no use.
Mortgage Servicing/Sales
Bank of America
September 2009 - May 2011
Responsibilities included processing routine transactions such as taking payments over the phone, going over payment break down, taxes, insurance and interest rate going up or down. Responding to customer and third party inquiries, researching and or preparing loan documentation and analyzing requests in accordance with established guidelines to determine appropriate course of action. Cross selling products, supervising associates, deescalating calls and taking advantage of coaching opportunities
Proactive Account Review Specialist
Bank of America
February 2009 - September 2009
Primary responsibilities were to analyze credit card holder or line of credit client's financial situation to see how they will pay off revolving debt. Advise customers on possible pay down options such as debt counseling, consolidation, closing account and reducing rate and allow customer to pay off with in given amount of time. Educate card holder on credit and go over account history.
Account Review Manager (Collections)
Bank of America
December 2007 - February 2009
Responsible for the reduction of all accounts receivable aging categories based on prompt, effective phone collections and customer account reconciliations. Also utilizing necessary resources and tools to find and locate card holder for payment and correspondence, otherwise known as skip tracing. Other responsibilities were to analyze card holders financial situation Advise customer of possible pay down options such as debt counseling, consolidation, closing account and reducing and fixing rate
Customer Marketing
Bank of America
May 2007 - December 2007
Primary responsibilities were to up sell other bank products to card holder such as credit cards, identify theft programs, mortgage products, unemployment programs and consolidate other high interest bearing accounts outside Bank of America that customer has on to one card. Also activate cards and go over account history with card holder.
Customer Service for Deposit Accounts
Bank of America
August 2005 – May 2007
Received inbound calls from customers to go over account history, order new checks and debit cards. Advised on certain federal regulations. Answer inquires, handled complaints, troubleshoot problems and deepend customer relations
Contact this candidate