Manager Customer Service
Resume:
Carolyn Brockington
Pineville, NC 28134
OBJECTIVE
To obtain a job utilizing my ability to provide top quality service while working under intense time and performance
pressures.
EDUCATION
Francis Marion University
Bachelor of Arts Degree-English/Professional Writing
Florence SC
PROFESSIONAL EXPERIENCE
Ranstad Staffing Agency
Home Service Specialist II with Bank of America
10/2010-May 2011
Calling customers to collect income documentation for the Making Home Affordable Loan Modification
Program.
Reviewing documentation for GSE and Non-GSE home loans to make sure they follow the federal guidelines
for the modification program.
Pulling credit reports and reviewing for tax liens and borrower occupancy of the property in question.
Requesting postponement of foreclosure sale date.
Ordering flood certifications and checking the flood dates to make sure they have not expired.
Stacking files through Adobe and uploading the complete package into I-portal which is a document viewing
program that allows the underwriter to review the documents
Reviewing documents from the third parties Urban, Stewart and I-portal.
Setting up files in a stacking order to submit to the underwriting department.
Advantage Staffing Agency
Wells Fargo-10/2010-2 week assignment in Foreclosure and Closing Department
Reviewing documents based on the foreclosure sale dates
Filing documents by department and sale dates
Pulling legal documents from files and filing into the correct department baskets
Using a checklist to make sure documents are forwarded to the correct department
Advantage Staffing Agency
Wells Fargo-August 2010-1 week assignment for Short sale Negotiator-Did not finish training because
Obama passed the Safe Act and all contract employees were released do to them handling private information
and not being a Wells Fargo employee
Titanium Solutions
Short Sale Negotiator
10/2009-July 2010
Processed homeowner information through Workout Prospector to complete the workout option for short sale.
Used daily pipeline to keep tract of documents that came in for the short sale option.
Available as the main point of contact for internal and external customers during the short sale process.
Reviewed and revised HUD docs to make sure they coincided with what was uploaded into Workout
Prospector.
Used Titanium Application to update and forward information to and from the listing agent.
Uploaded appraisals into Titanium Application to compare with the appraisal uploaded into Workout
Prospector.
Entered net yield rate, mortgage rates and second mortgage amounts into Workout Prospector.
Tracked all loan docs in Titanium Application before reviewing the complete file.
Aerotek Staffing Agency
April 2009-October 2009 Assignment with Titanium Solutions-Hired by Titanium Solutions
Staffmark Staffing Agency
Assignment with Transunion/Appraisal Department
Calling appraisers to get them to send in their appraisal reports
Documenting each call in the computer
Printing daily reports according to region and territories to see which appraisers needed a call after they had
completed their property inspection
Answering questions for appraisers who were not sure of what type of inspection was needed
Apple-One Employment Agency
Ross Distribution/Data Entry
04/2008-03/2009
Entering time cards into the system according to the correct department.
Entering production sheets attached to timecards according to specific areas of the warehouse.
Printing production reports daily to document high and low production levels
Correcting time cards brought back by supervisors for payroll
First Magnus Financial
2006-2007
Processor/Account Manager
Signing off on stipulations sent in by the Brokers and processors from different mortgage companies.
Ordering rapid reports from the credit reporting website using the borrower social security numbers and
birthdates.
Registering loans that came over incomplete into a system called Loan Tracker
Calling a borrower’s employer to verify employment
Used the company’s check system to put complete closing packages together before sending to the closing
department.
Calling the pricing department to clear warning before sending the file to the closing department.
Putting together loan documents for VA and FHA loans to send to the closing department in the Atlanta and
Tucson offices.
Answering the phone and transfering calls from the brokers to the underwriters to get clarification on
incomplete stipulations.
Ordering flood certifications off of the appraisals once the loans were approved.
Staffmark Staffing Agency
Assignment with First Magnus Financial
March 2006-July 2006 Hired by First Magnus Financial
Staffmark Staffing Agency
Assignment with Hendrick Construction-Hired by Hendrick Construction
Calling subcontractors to bid on upcoming construction projects
Ordering office supplies3
Driving to post office to pick up contracts, pictures and supplies
Scanning jobsite photos to place on the company website online
Answering the phone
Recording contracts, typing sub-list, requesting project documents and submitting change orders
1st Metropolitan Mortgage
2004/2005
Administrative Assistant for Staff-mark Staffing Service
Answering multi-line phone system.
Signing in all UPS and Fed-Ex packages.
Filing all incoming UPS and Fed-Ex proof of delivery slips.
Entering closed mortgage claims into the system.
Stuffing packages with advertising and marketing documents.
Printing labels for Fed-EX, UPS and DHL packages.
NCO Financial Services
2003-2004
Debt Collector for Apple-One Employment Service
Called debt collectors on delinquent credit card and medical accounts.
Used automatic dialer system to call debt collectors on delinquent accounts.
Checked debt collector’s credit file for new contact information.
Used a web based searching system to skip trace for new phone numbers for debtors.
Called business owners to try and collect on delinquent business accounts.
Taco Bell
2004-present (part-time)
Shift Manager/Crew Member
Controlled store inventory.
Enforcing proper safety rules.
Processing cash deposits.
Holding store meetings.
Interviewing new crew members.
Assisting Store Manager with crew meetings.
Carbis Inc./Aluminum Ladder
2000-2003
Sales Associate/Customer Service
Documenting all incoming calls from customers wanting to purchase fall protection equipment.
Proofing quotes before they were emailed to purchasers.
Reviewing all terms and conditions before they were sent to the customers.
Writing up purchase orders before they were mailed to the customers.
Setting up conference calls between salesmen, customers and engineers.
Processing all paperwork between salesmen and customers such as filing quotes, purchase orders, business
letters and sending out catalogs.
Calling customers to verify shipping and billing information.
Budget Rent A Car
1997-2000
Rental Agent
Performing office tasks such as answering the phone, filing, and mailing rental contracts.
Explaining to renters’ rights and usage of rental property.
Calculating and balancing cash drawer.
Running driver’s license checks on all car renters.
Taking phone reservations.
Calling delinquent renters who violated their rental agreements.
Selling rental car insurance to car renters.
Florence School District One
2004
Substitute Teacher
Maintained classroom atmosphere for absent teacher.
Directed students to complete class work.
Substituted grades K-12.
Helped students with work they were having trouble completing.
Administered tests and classroom assignments to students in all grades.
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