Customer Service Training

Keisha Frederick

*** ***** **. ********@*****.*** Home: 919-***-****

Garner NC 27529 Cell: 919-***-****

Objective

To obtain a challenging position that utilizes the achievements, skills, strategic thinking, and leadership abilities

to reach both the companies and personal goals.

Areas of Expertise

Self-Motivated Customer Satisfaction Enhancement Strong leadership qualities

Complaint Handling & Resolution Flexibility and adaptability to change Strong Communication skills

Capability of Multi-Tasking Ability to Work Independently Motivated to Learn

Software Proficiency Includes: Armadillo, Aspect ACD, Lamp/ ISERIES, Homesaver, AS400, Workout

Package Tracking (WPT), BOSS, Fast Data, Iportal, LAFA, MSP, LPS, Empower, SharePoint, IVM Servicing

portal, BPO Direct, Efannie, WPII, LS Valuations, Homebase, Loan Modification Portal, Neighborhood Watch,

FHA Connection, E-HUD, VensorScape, LIV, MSP, All Loss Mitigation Applications also all of MS Office

Software Programs.

Professional Experience

Bank of America: Mortgage Underwriter (Loan Modifications)

September 2012 April 2013

• Underwrite residential loans ensuring compliance with appropriate company and secondary market

investor standards.

• Examine loan documentation for accuracy and completeness

• Authorized to withdraw or decline loans with valid reason.

• Underwrites dual loans for all investors.

• May be involved in one or several types of mortgage lending (conventional, government-backed, etc..)

• Assess an individual's creditworthiness while adhering to all regulatory and compliance requirements

• Thorough understanding of credit and an ability to review complex financial documents.

Investor Knowledge: SFO, HFI, FHA, Freddie Mac, Fannie Mae

Bank of America: Mortgage Servicing Specialist III

September 2011 September 2012

• Traveling to various cities and outreach events to meet with homeowners in an attempt to find a solution

or modification if eligible.

• Working on default and non-defaulted loans while paying close attention to details and specifics.

• Providing transitional services to customers such as DIL, and Short Sale initiation.

• Maintain working knowledge of the mortgage industry by passing monthly assessments for all investors.

• Working independently with little or no supervision while processing routine transactions, documenting

loan history, responding to customer, investor, or other 3rd party inquiries.

• Researching and/or preparing online and written documentation, or analyzing requests in accordance

with established policy and procedure guidelines and determining appropriate course of action.

• Providing coaching opportunities and mentoring to my peers and new hire associates.

Investor Knowledge: SFO, HFI, FHA, Freddie Mac, FannieMae

Bank of America: Collector III: Team Lead

April 2008 – September 2011

Greensboro, NC

• Managed a caseload of delinquent customers in order to bring their account current and in the proper

standing.

• Responsible for overseeing daily production of 10-15 associates for mortgage collections

• Handle escalated calls from team members.

• Prepare and delivers performance plans/reviews.

• Train/coach team member to meet department objectives/goals.

• In charge of collecting on high balances and handling customer service issues pertaining to accounts.

• Operate a computer phone dialer with multiple lines in a call center environment.

• Exceed monthly goals to reach bonus, meet goal and quality expectation every month

• Ranked one of the top 15 collectors in the site

• In charge of account maintenance, skip tracing, and follow ups

• Applying internal programs and Government assisted programs such as modifications, extensions, and

repayment plans to the accounts to assist in bringing the past due status back to good standing with

Bank of America

Education and Training

North Carolina A&T State University 08/05 12/08

08/10 12/11

Business Administration Major; concentration in Business Management

English Minor

Training: Completed courses in Basic Facilitation, Intermediate Facilitation and Corporate Training

Accomplishment:

Bank of America Silver Award: ER Presentation

•

Bank of America Top Performer Award: September, October, November and December

•

Bank of America 100% Quality Award: January-June, September- December

•

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