Customer Service Human Resources

La Toya Coleman

**** ******* *** **.

Jacksonville, FL 32225

Mobile: 904-***-****

Email: **********@*****.***

Motivated, detail-oriented Customer Service Provider with strong

interpersonal skills and effective interfacing with a diverse clientele.

Excellent oral and written communication skills.

Objective

To obtain a professional career with a company that will promote

opportunity, growth, and advancement..

Summary

. Ten years experience Customer Service/Collections

. Four years of Mortgage Experience

. One year of Human Resources Experience

Work Experience

PHH, (Randstad),-Jacksonville, FL

07/2012-Present

Loan Processor Assistant,

. Collaborate with Supervisor and processors to assist in getting loan

to closing

. Work up Closing Cost Worksheet-Update Escrow in CASH

. Assist with customer escalated calls and research issue to find a

solution

. Request all third party documents-Homeowners-Property taxes-

Verifications

. Review Title for liens and exceptions

JP Morgan Chase, -Jacksonville, FL

12/2010-02/2011

Compliance Review Analyst,

. Detailed review and analysis of the TIL around the Finance Charges

. Calculation of finance charges using the HUD

. Comparison of GFE and HUD

. Validation of the Summary of Loan Term on the settlement against the

file

American Home Mortgage Servicing Inc- Jacksonville, FL

12/2008-10/2010

HRCC Specialist II

. Working closely with outsource vendors and bankruptcy attorneys to

assist with bankruptcy payment application and reconciliation.

. Assisting in gathering and analyzing information related to bankruptcy

adversary and bankruptcy actions.

. Participating in efforts to improve accuracy, operating efficiency,

and expense reduction within the department.

. Communicating with outsource vendors, management and team players from

other areas of servicing regarding loans in bankruptcy.

. Working with management to resolve issues and make business decisions.

. Communicates with defaulted customers utilizing predictive, preview

and manual dialing to offer potential workout alternatives

. Analyzes customer's situation and collateral risk to present

alternative solutions including Special Forbearance Plans, Repayment

Plans, Modifications, and Assumptions, Pre-Foreclosure / Short sales

and Deed in Lieu.

. Pursues resolution of referrals of non-delinquent customers who

request alternatives to allow ownership retention.

. Follows up to ensure that all required documentation has been

requested and received from the customers

. Provides proper and timely responses to customers on decisions, and

resolutions during the loss mitigation process

. Provides proper responses to customers in compliance with federal

guidelines

. Identifies, negotiates and pursues appropriate loss mitigation option

which best maximizes customer satisfaction and investor return

. Determines and implements proper processes and procedures to solve

customer problems and satisfies customer investor/insurer guidelines.

. HAMP backend and closing process

Jacksonville Electric Authority- Jacksonville, FL

10/2007-5/2008

Customer Care Consultant

. Answered inbound calls from customers in regards to starting,

stopping, and transferring services.

. Educated customers on monthly billing statements, as well as advised

customers on ways to conserve on electric and water consumption.

. Scheduled energy audits and updated customer account information

Education

. Sandalwood High School, Jacksonville, FL (Graduated)

8/1995-6/1999

Special Qualifications

. Strong oral and written communication skills.

. Self-motivated, Team Player, Flexible, and Organized

. 10-key by touch, 6,000 keystrokes per minute

. Technical Knowledge

o MS Excel

o MS Word

o MS Outlook

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