Customer Service Quality Control

Bettie L. Bratcher

P.O Box ***** Jacksonville, Fl 32247

Cell 904-***-**** Email: *********@*****.***

OBJECTIVE

Obtain a challenging career in the Mortgage industry utilizing my 10 years of professional experience to excel and become a viable asset to the company while furthering my knowledge and expertise.

EDUCATION

Paxon Senior High School Jacksonville, Florida

EXPERIENCE

Homeward Residential Retention Specialist/Bankruptcy March 15 2012- Present

Well versed in the Home Affordable Modification Program administered by Fannie Mae along with other foreclosure prevention alternatives in accordance with a workout hierarchy.

Responsible for evaluating borrower’s financial hardship documentation to determine the best work-out options, which include Repayment Plans, Modifications, and Short Sales

Meet monthly production goals of workouts completed. Average production of 20% of managed pipeline of loans assigned.

Maintain 95% voice quality average, by providing excellent customer service to my clients to meet JD Powers and Associate standards in compliance with FDCPA regulations.

Convergys (AT&T U-verse) Customer Service November 2011-February 2012

Responsible for establishing contact with homeowners through phone attempts via a call center dialer and maintaining daily inbound and outbound production goals

Bank of America (Aerotek Staffing) Vault Clerk November 2009-August 2010

Shipping and receiving mortgage files to offsite storage locations the AS/400 System.

Retrieving and filing mortgages documents in response to the department requests.

SunGard Relius (I Placement Staffing) Document Processing Spec March 2008-Febrary 2009

Answered an average of two hundred customer calls a day through the call center queue.

Conferred with customers on their benefits package with ING and their 401K options.

ABN AMRO/Citi Mortgage Customer Service March 2006-December 2007

Assist Client Services by answering incoming telephone calls and providing callers with courteous and efficient service. Resolve problems with payments, loan data disputes, escrows, and other mortgage related inquiries.

Bank of America Cash Balancing /DFS/Titles / Premier Banking June 1995-September 2005

Utilized customer and bank affiliate support to resolve title delinquencies. Obtained titles to secure loan transaction and developed knowledge of loan documents.

Prepared loan documents for filing and storage.

Received cash balancing documents from branches.

Reconciled credit and debits ensuring teller transactions from all branches were balance. Corrected processing and balancing errors in a timely manner.

Performed thorough quality control to ensure accuracy of completed work.

Skills

Strong business writing and grammatical skills.

Proficient in the use of Microsoft Office Word and Excel programs

Effective verbal communication skills, with an ability to handle multiple tasks while maintaining a high level of service

Extensive knowledge in the use of MSP and LPS servicing platforms

Knowledge of FHA and FNMA policies and guidelines

Knowledge of Mortgage loan processing,compiance, investor products and underwriting guidelines.

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