Customer Service Specialist

* *** * * * T S T. * * *

CHARLOTTE, NC *****

* * * * * 8 3 4 5 4 • R R F I S H E R 01 @ G M A I L . C O M

RHONDA R.FISHER

OBJECTIVE

Seeking a position where my extensive operational abilities will be further developed and utilized.

EDUCATION

Argosy University (AU) Sept. 2009 Jan.2011

Educational Leadership

North Carolina A&T State University (NC A&T SU) August 2004 Dec 2008

B.A. Psychological Studies

EXTRACURRICULAR ACTIVITIES

Volunteer services at Greensboro Urban Ministry July 2008 August 2009

Volunteer services at Britthaven Retirement Home July 2007 September 2007

The Psychology Club August 2006 December 2008

SKILLS

Proficient with: Microsoft Word Excel PowerPoint Outlook Internet (Bank Systems) ALS MSP

BOSS LINX IMAGEVIEW ISERIES RMS CACS VECTOR.

Leadership Problem Solving Teamwork Networking Organizational Proficiency Multitasking

Self Starter Able to Work in a High Volume, Highly Regulated Environment

WORK OF EXPERIENCE/VOLUNTEER EXPERIENCE

Bank of America Charlotte, NC Workout Specialist July 2011 Present

o Supporting borrowers seeking assistance with keeping their homes as their single point of contact

for all questions and step by step aid through the process

o Analyze and determine the best course of action for delinquent or potentially delinquent mortgage

loans

o Managing a portfolio of loans of borrowers who may be experiencing difficulty meeting their

monthly financial obligations by skillfully researching and evaluating borrowers for various

workout programs. This includes loan modifications, document validation, NPV modeling,

second mortgage modifications, short sale/DIL, and answering technical foreclosure questions

o Examine loan documentation for accuracy and completeness. Work with production staff to secure

all required documents. Work with senior underwriters on loan exceptions. Have authority to

withdraw and decline loans

Bank of America Greensboro, NC Senior Customer Service Specialist May 2010 July 2011

o Managed bankruptcy loans (HELOC/DFS) according to investor, state, government agency and

bankruptcy code guidelines.

o Review and interpret all legal documents pleadings motions, dockets, loan documents etc, as well

as borrower trustee, investor and attorney correspondences; to determine when attorney action,

advice or interpretation is needed while following department, Federal code, and RESPA

guidelines.

o Handled complex escalated customer calls that non routine and deviation from different screens,

scripts and procedures/services that required extensive knowledge of all bankruptcy chapters.

Bank of America Greensboro, NC Customer Service Specialist May 2009 May 2010

o Assist homeowners on their mortgages and other financial opportunities.

o Careful review and analyze mortgage documents.

o Effectively help assist customers with loan modifications.

ACTIVITIES AND REWARDS

Top Performer (Bank of America Bankruptcy) Sept.2010/March 2011

Highest Audit Scores for the month (Bank of America Advocacy) October 2011

MVP/Team Player (Bank of America Advocacy) January March 2012

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