Customer Service Management

Elizabeth Brayboy

**** ************ **

Effingham, Sc 29541

Home 843-***-****

Mobil 843-***-****

Professional Summary

An experienced customer service rep. with over 9 years in financial services industry covering multiple functions, and assisting

staff and management with their daily business needs. Responsible for helping staff with significant experience with business-to

business relationships, and the delivery of outstanding customer service. Over nine years experience in the business with the

ability to work independently, under pressure and achieve goals and demands of a team and or business.

Professional Strength

Excellent Customer Services skills Self-motivated

Problem Analysis & Resolution Detail-oriented

Team and Relationship Builder Highly flexible and team player

Personal Integrity Policies and Procedures

Professional Experience

Quatrro 2009 – Present

Post Closing Facilitator

. Imagining and indexing consumer loan documents

. Executing the pre-shipping validation and imaging checklist on all secondary market loans

. Following up with all third parties regarding missing items or items requiring new signatures

. Imaging and indexing loan documents in IHM

. Investors file delivery, both electronic and physical file delivery

. Releasing the original note to the investor

. Uploading loan on Freddie Mac selling system on third party loans

. Clearing all purchased exceptions from the investor

. Booking secondary market loans in Jack Henry and imaging and indexing in Synergy

. Processing trailing documents and keeping updated records

. FHA, VA, State Housing insuring and MERS transactions

. Processing attorney and closing packages for client

. Processing Goodbye letters to borrowers

Independent Contractor – Duties include auditing loan package, scan and image of files, clearing suspense items.

Zenta 2009- 11/15/09

Post Closing Document Specialist

. Processing attorney and closing packages for client

. Resolving pre-purchase and post purchase exceptions in a timely manner

. Processing trailing documents

. Complete MERS transactions

. Preparing and Insuring FHA and VA case binders

. Process Goodbye letters to borrowers

. Making outbound calls to attorney and appraiser for missing documents

. Scanning documents into IHM and Jack Henry

Independent Contractor- Duties included auditing loan package, scan and image of files, clearing suspense items.

Bank of America- 2006-2008

Customer Service Rep I (Resolution Department)

. Receiving incoming calls from customers pertaining to exceptions

. Handling over 1,000 incoming documents on a daily bases

. Research special projects for senior management and preparing spreadsheets

. Resolved collateral exceptions

Washington Mutual Bank (fka Fleet Mortgage Group) 2005-2002

Senior Customer Service Specialist II (Resolution Department)

. Responsible for researching special reports for senior management

. Training new and existing employees on policies and procedures

. Receiving incoming and making outbound calls to customers

. Develop and wrote training procedures for department

. Preparing and creating reports on spreadsheets for end of month business reviews

. Supervise ten to fifteen employees on a day to day business operation

. Facilitate daily staff meetings

. Responsible for reporting all daily numbers for section mangers

. Responsible for resolving and research management escalated customer services issues.

. On conference calls with upper management on issue to make work process easier, faster and more efficient

Customer Service Specialist I (Resolution Department)

. Responsible for validation conventional and government loans for missing documents

. Making outbound calls to insurance agents and tax offices

. Prepare, create reports and spreadsheets for end of the month business reviews

. Preparing morning numbers for production for section manager

Loan Specialist Servicing Rep II (Escrow Setup)

. Making outbound calls to obtain missing documents

. Responsible for monitoring the exceptions data base daily

. Had to do quality control (QC) on 100 files on a daily bases

. Responsible for doing morning numbers for department showing the number of loans cleared, loans reviewed

and loans left in queue

Loan Specialist Servicing Rep I (Escrow Setup)

. Responsible for loading hazard and tax lines

. Assist in special projects for the group

. Assist in training new employees

Education & Training

Kingstree Senior High School Graduate

Morris College Graduate Bachelor of Arts Degree

Communication to Influence

Time Management

Technology

Microsoft Office (Excel, Word, Access and Outlook), Alltel, Fidelity, Visio Net, IHM, Jack Henry, Synergy

Capture and Doc Magic

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