Customer Service Manager

Tracy J Brundidge- 469-***-****/469-***-**** Email ************@*****.***

Qualifications-

experience including loan processing, loss mitigation, loan modifications, and foreclosures. Thrive in

stimulating and fast paced, high volume environment with proficiency in effectively solving problems and

great analytical skills. Ability to adapt to change and handle multiple projects simultaneously, quality

review and analytical skills. AS400. Lansafe, Sales-force, Iportal, Homesaver, Eldorado systems and

various other system utilized to complete various transactions, updates and stay in compliance with

companies policies and procedures. Salvage reports and transmittals, Lien holders templates.

Experience:

Catastrophe Management Service Center-Catastrophe Claims Specialist for Home/Auto.

Monitor lien foreclosure sales to completion. Record relevant senior lien information in the servicing

system, such as name of senior lien holder, current balance, due date, payment amount and foreclosure

status. Complete lien holders templates from beginning to end of claims. Interact with adjusters, Lien

holders, Banks, Attorneys and Policy holders. Investigates and corrects errors. Notify work lead of any

senior lien scheduled foreclosure sale to be held within 30 days. Assist Policy holders with, Home equity

information, Policy information, investigate various types of policies as pertaining to catastrophe or claim

variations. Issue out payments for claims and policy holders. Complete/Spear head special projects,

external fraud investigations and other related areas specific to claim operations. Understand/articulate the

property provisions, concepts and principles of property claims and fraud and arson indicators relative to

auto/home property and/or bodily injury claims essential.

Wingspan Portfolios-Supervise-Loan Modification

Processors/Quality Review Specialist 2/20/2012 -08/03/2012

Review- teams recommendations to ensure consistent application of standards and recommends bank

actions arising loan reviews. Provide feedback and coaching to department staff on quality and

effectiveness of work. Delegates files and manages workflow to ensure quotas are met. Assists in the

development of training materials and may conduct training sessions as appropriate. Communicate audit

findings to client management and provides a written report of audit Performed. Evaluate the adequacy

and effectiveness of internal controls in accordance with audit- methodology and the established risk

assessment framework. Assist in processing loans when numbers to report were low.

Bank of America - Intake Specialist/Estimator/Collections/Team Lead

-03/2010 - 09/2011Set up loan applications, reviewed and verified pertinent information, reviewed loan

packages and quality review closing conditions. Close and confirm audit review and analyze audit

information, quality review loans and payment information. Contacted credit bureau for credit

background checks of mortgage holders. Verified, compiled and typed application information for

foreclosed and past due accounts. Assisted with information on Fannie Mae, Freddie Mac, NACA, HUD

and other lending facilities. Facilitated debt counseling seminars and debt counseling techniques to assist

in saving homes. Reviewed financials and updated financials on residential loans applicants and assisted

with various programs to secure property. Verified and updated financial information for compliance

purposes and liabilities and asset verifications. New York Life Insurance Company - Administrative

Assistant/Mail Room Attendant

- 10/2008 - 08/2009• Ensured appropriate changes were made to resolve customer issues and erroneous

information.• Maintained records of customer interactions and transactions, recorded details of inquiries,

complaints, and comments and any resolutions or comments and actions taken. Responsible for mailroom

duties, processing, distribution and circulation of all incoming and outgoing office and interoffice mail,

while also preparing UPS, DHL, US and foreign mail. Entered information regarding insurance policies,

review policy information, assisted with mass mailings to various different insurance divisions throughout

entire company, quality review policies pertaining to annuities, interacting with different departments for

vital information for customer complaints and missing contracts and insurance policies and other

pertinent information. Ventura Staffing- Insurance Customer Service Representative/Call Center

Specialist

-04/2008 - 10/2008 Interacted with all levels of staff, customers, clients and insurance adjusters, FEMA,

and other disaster claims unit from other State Farms facilities. Entered accurate information into the

automated system on daily basis. Served as liaison for inbound and outbound calls for disaster claims and

automotive center for automobile claims and property claims. Prepared and reviewed operational reports

daily to ensure accuracy and efficiency financials of claims. Scheduled appointments for claims adjusters

to make site visits of homes and automotive shops for designated disaster areas of the cities and states of

Texas, Oklahoma and Arkansas, making up to 150 Calls per day to meet quota. Assisted with arranging

car rental services and adjusted rental fees for vehicles as needed to assist policy holders.• Adjust

complaint concerning past due accounts or administered checks and other special allowance for FEMA

incentives for disaster claims. Prepared and reviewed operational reports daily to ensure accuracy and

efficiency financials of claims. Ensure compliance with legal policies and maintained all customers’ vital

information as compiled. Assisted clients with FEMA information for claims of disaster form hurricane

and tornados. Coordinate customer service needs with other departments as required ensuring

professional and caring customer service. Referred complaints and suggestions to appropriate

departments, and investigation units as requested. Interacted, investigated, received and processed

information pertaining to discrepancies following customer claims and company records. Assisted clients

with FEMA information for claims of disaster form hurricane and tornados. Interviewed customers to

obtain information and explained all available services and processes as requested by client. Investigate

claims for auto fraud and issue payment for lien holders.

Home Mortgage Company of America Mortgage Specialist

II 02/2006 - 01/2007• Assisted claims adjusters with completing application paperwork and analysis.•

Completed mass mailing projects and correspondence for mortgage assistant and late payment

departments and foreclosures or short sale settlement correspondence. Assisted with estimates and kept

track of foreclosures, late fees, bankruptcies and insurance payments. Take minutes and transcribe for

Office Manager and Director. Verified, compiled and typed application information for foreclosed and

past due accounts. Referred complaints and suggestions to appropriate departments, and investigation

units as requested. Typed daily reports, filed maintenance and completed special projects for bankruptcy

department and entire department as requested. Maintained outstanding customer relationships and

utilizing my professional skills to serve. Philadelphia Workforce Development Corp. - Case

Manager/Client Service Representative/Recruiter

-08/1984 - 01/2002• Managed a youth call center activities, and supervised a corps of seasonal data entry

operators and mail clerks. 37 Associates.• Maintained the whereabouts of 250 clients and their

employment situations and assisted with welfare to work programs in order to place individuals in

employment and assisted with sufficiency and stable career growth. Informed and recruited applicants for

job openings and training programs. Interviewed job applicants to match the qualifications of employers

and record, and evaluate applicants’ experience and training skills to employers need. Supervised a group

of 18 hotline workers for enrolments and job training division. Supervised a group of 18 hotline workers

for enrolments and job training division.• Reviewed employment application and job orders to match file

searches, performed reference and background checks on hired applicants and conducted workshops and

demonstrated the use of job listings to assist applicants with skill building techniques.• Evaluated

selection, testing techniques and conducted research and follow-up activities and conferred with

management. • Referred and assisted clients with childcare vouchers, clothing allowances and special

allowances for transportation & stipends. Affordable Housing Centers of America - Assistant Mortgage

Processer and Debt Counselor

- 01/1983 - 01/1984• Communicated, researched and assisted borrowers whose incomes, credit ratings

and savings were not good enough to qualify for conventional loans, can only get loans from finance

companies that charge much higher interest rates. Served as coordinator and back up for the Housing

Assistance Council for ACORN West. Explained, discussed, interacted, and counseled policies and

procedures for first-time home buyers on how to handle mortgage debt to alleviate foreclosure and short

sales.

Education:

Philadelphia Community College - Philadelphia, PA 1983 -1985 Public Management Wake Technical

Community College - Raleigh NC- 2004 - 2005 -Customer Services 2005/Human Resource Certificate

Potters Institute-Communications/Speech, Introduction to Business- Dallas, TX

Brookhaven Community College-Writing Skills Course, Building website. Farmers Branch, TX

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