Customer Service Management

** ******** ******, *********, ** *****, 585-***-****, abi043@r.postjobfree.com

Lisa Tombari

Objective

Do obtain full/part time employment with growth opportunities

Experience

September 2007 - present

M&T Bank Williamsville, NY

Loss mitigation Negotiator

Review and analyze loans in order to qualify eligible borrowers for potential workout programs which

will assist in reducing credit losses to the bank

Initiate contact with the borrowers who have defaulted on their loans or who are facing imminent

default. Collect and analyze the customer’s financial data to determine ability to pay and to qualify

them for established Loss Mitigation programs

Prepare all workout options in accordance to established department/investor guidelines. Gather and

prepare arrearage and payoff amounts accurately. Strong customer, attorney and investor contact.

August 2005 – September

2007 Moss Codilis LLP Albion, NY

Default Specialist/Claims Processor/Bankruptcy Processor

Prepare and follow-up on Bankruptcy reaffirmation agreements. Reviewing loans for possible rate

Modifications. Strong attorney and Bankruptcy court contact

Process Part A FHA claims and MI claims. High lender and MI company contact

Setup of bankruptcy files for Proof of claim and Plan Review, adhering to client guidelines.

Monitoring of Bankruptcy files on the Pacer system.

October 2002 – August

2005 Washington Mutual Bank Albion, NY

Telephone Online Banker/Help Line Specialist/Call Observation Specialist/Escalation

Specialist

Handled incoming call from customers. Provided answers and provided problem resolution for their

personal and business checking account

Handled incoming calls from fellow employees. Provided them with assistance and a resolution to

questions and problems that they were unable to handle on their own.

Monitored phone calls and provided reports to the telephone

Monitored phone calls and provided reports to the telephone and online bankers and their managers

for training and coaching purposes. Trained new hires to let them know what would be expected from

them. Handled escalated issues that needed to be taken care of at a management level. High

customer contact and problem solving.

July 1998 – October 2002

North American Mortgage Company Albion, NY

B ankruptcy Processor/Loss Mitigation Negotiator

Monitored bankruptcy Files. Chapter 7, 13 and 11. Work closely with bankruptcy attorneys and the

bankruptcy court.

Monitoring and closing of approved Loss Mitigation Workouts. Repays, Deed in Lieu, Modifications,

Short Sales, Partial Claims. Preparation of documents. Worked closely with attorneys, borrowers and

investors to ensure timely completion of workouts. Title Review.

Skills

Excel

Customer Service

Fidelity/LPS

Word

Mvue

Mortgage Serv

Process Management

Document Management

Strong Organizational

and Problem solving

skills

Notary Republic

References

References are available on request.

Contact this candidate