Customer Service Representative

Objective

A desire to secure and create strong, stable long term working

relationships while acquiring and

encompassing new challenging opportunities that will allow for a broad

range of responsibilities and

professional/personal growth.

Qualifications/Skills

. 7years of experience in mortgage servicing with emphasis on Customer

Care and Collections(Front End, Back End, and High Risk) 11 Total

years of Customer Service.

. A thorough understanding of collection laws and collection practices

(ACA/FDCPA Certified)

. Strong analytical, critical thinking, and problem solving ability to

make independent, sound decisions associated with account delinquency

and customer resolutions

. Strong verbal and written communication/organizational skills

. Professional telephone communication etiquette

. Team & customer service oriented with ability to interface effectively

& decisively with other departments and all levels of management.

. Ability to work independently or in a team environment efficiently and

effectively with minimal or no supervision, promoting a positive and

professional attitude

. Detailed oriented and possess a strong orientation toward meeting the

needs of customers, both internal and external

. Knowledge & experience utilizing Microsoft Suite applications, CPI,

Vision, Alltel, ACD

Work Experience

Peoples Choice Home Loan Inc./UBS-SSG

Irvine, CA

Jan 2005 to Feb 2010

Sr. Loan Service Representative

. Exercise leadership in the department, within the boundaries set by

the Manager

. Keep Manager informed of the team's status and progress

. Notify the Manager of operational problems and provide suggestions for

improvements

. Assist the Manager in measuring the quality of work performed by

associates in the department

. Train Call Center representatives to achieve department objectives

. Provide customer support by working with high degree of autonomy with

customers

. Effective handling of delinquent accounts to conclusion by minimizing

and resolving customer complaints, accurately documenting account

issues while effectively utilizing problem solving skills

. Perform other duties outside the scope of Sr. Loan Service Rep as

requested by the Manager

Perform all Customer Service Representative responsibilities

Effectively work with other departments to ensure customers

satisfaction with related issues.

Ameriquest Mortgage Company

Orange, CA

Dec 2003-Jan 2005

Call Center Team Lead

. Exercise leadership in the department, within the boundaries set by

the Supervisor

. Keep Supervisor informed of the team's status and progress

. Notify the Supervisor of operational problems and provide suggestions

for improvements

. Assist the Supervisor in measuring the quality of work performed by

associates in the department

. Train Call Center representatives to achieve department objectives

. Provide customer support by working with high degree of autonomy with

customers

. Effective handling of delinquent accounts to conclusion by minimizing

and resolving customer complaints, accurately documenting account

issues while effectively utilizing problem solving skills

. Perform other duties outside the scope of Call Center Team Lead as

requested by the Supervisor

. Perform all Customer Service Representative responsibilities

Jan 2003- Dec 2003

Customer Service Representative

. Field in-bound customer service/collection calls regarding borrowers

loan status

. Resolve general borrower issues/complaints and referred escalated

calls to Team Lead or Supervisor

. Assist borrowers with verification of account information and loan

origination

. Assist borrowers with requesting loan documentation and all account

changes

. Maintain call volume and service level per company guidelines

Private Healthcare Systems Irvine,

CA

Mar 2000 - Dec 2002

Senior Customer Service Representative

. Resolve escalated customer service issues referred from Customer

Service Representatives

. Assist Team Lead in resolution of customer service issues

. Assist Team Lead in customer service monthly performance evaluations

. Monitor quality control of Customer Service Representative calls

. Perform all Customer Service Representative responsibilities

Nov 1998 - Mar 2000

Customer Service Representative

. Field general customer service calls regarding health provider

requests

. Handle routine customer issues and referred any escalated complaints

to Senior CS Representative or Team Lead

. Assist customer with appropriate provider referrals

. Maintain call volume and service level per company guidelines

. Assist customers in completing required network paperwork

Education

Cal Poly Pomona University 1991-1996

ACA/FDCPA Certification Oct 26, 2004

De Vry University beginning January 2010

REFERENCES UPON REQUEST

Contact this candidate