Customer Service Quality Assurance
Resume:
Jacksonville, Fl ****3
*******@*********.***
Professional Objective: To use my strong client focused selling and
negotiation skills to service, negotiate and resolve customer service
issues and concerns and provide attentive customer service.
Experience:
Homeward Residential - Bankruptcy Loan Consultant 2004-present
provide customer service assistance to mortgage loan customers who are
protected under a chapter 7, 11 or 13 bankruptcies. Assist customers to
make a resolution through payment processing, workout alternatives,
servicing support, reinstatement, or delinquent balances on discharges
such as Chapter 7 bankruptcies and other needs. Close working relationship
with third parties such as trustees and attorneys who represent customers
in active bankruptcies.
Deal with difficult customers while maintaining professionalism, poise and
empathy.
Identify and interpret account coding and other information for proper
handling.
Analyze customers situation and determine collateral risk to negotiate
alternative solutions to foreclosure, including security retention
agreement, forbearance plans, and loan modification.
Timely execution of workout programs that include, but are not limited to
forbearance agreements, repayment plans, modifications, short sales, and
deeds in lieu of foreclosure.
Review loans status including active bankruptcy, discharged bankruptcy,
escrow, tax, billing, payoff, insurance and new loan status.
Educate borrower on payment options and payment history. Determine and
execute workout solutions and course of action to minimize risk.
Apply FDCPA rules and policies in all customer interactions.
Mitigate company risk by adhering to strict guidelines and procedures.
Escalate problems to met all deadlines and see that all actions are
properly taken.
Adhere to all work standards such as quality assurance, productivity,
schedule adherence, call flow procedures and other key requirements.
Obtain customer information and verify all relevant information to
document circumstances of borrower financial situation and condition of
property.
Effectively communicate to resolve all customer concerns to minimize
conflict and meet all deadlines in a timely manner.
Resolve attorney's inquiries regarding financials to proceed with
bankruptcy.
Daily review of all documents to determine case status and proceed with
necessary follows up.
Audit accounts for errors, inaccuracies so to update and correct status of
accounts.
Great working knowledge of escrow analysis.
Excellent communication skills to external and internal customers.
Understand and interpret mortgage documents as it relates to resolution
and loan status.
Detail oriented with ability to understand, and communicate either routine
or complex information.
Education: Sante Fe College
Gainesville, FL
Proficient in Office applications and LPS and MSP
References: Available upon request
Contact this candidate