Manager Customer Service
Resume:
Tasha Lewis
Jacksonville, FL 32210
Email address: *******@*****.***
Phone number 904-***-****
Summary:
Well experience in self-starting performs duties under minimum supervision. Eleven years of
experience in Customer Service in Data Entry coding, Financing, Mortgage Banking, Collections
first and second party with Five years of Loss Mitigation practices. Six Years of Manager
Experience in Office and call center environment. Interacts directly with Agents and Clients
Knowledgeable with office equipments. Strong communication, organizational, clerical skills.
Deadline driven office environment.
Work Experience:
Loss Mitigation Relationship Manager
PNC bank Na
August 2012 to April 2013
Service on FHLMC, FNMA, Private, and Government Loans.
Working with clients by via phone Avaya systems, answer Inbound and out bound call by Head
sits, Communicate with other employees and clients through email and fax requests, Monitor
and collect on payments, Follow up on Missing Documents and or explain errors on received
information, Return and replay back to all voicemail, email and fax requests in a fast past Office
environment. Manage pipeline 180-200 accounts on excel speed sheet. Input data entry and
dissever all pertinent information on forms and input account information data in to corrected
files and folders. Prepared among a rotation team weekly meeting agenda through power point
as attachments to discuss policy and producers implement immediately or new process. Take
ownership of the customer file from the beginning to the end and give finial decisions on
Modifications.
Loss Mitigation /Collector
Wells Fargo Na, Bank
August 2011 to August 2012
As a Mortgage Loan Servicing Representatives Negotiate, responsible in reviewing any work
out programs by qualifications. Input application base question to determine best plan. Assist
customers in the liquidation of property to minimize losses and maximize cash recovery for the
Company and investors. Comminute daily with borrowers, real estate agents, attorneys,
agencies, and realtors through emails and fax. Take outbound calls and perform office duties of
faxing back requests of documents on approved 3rd party forms updated of customer personal
and confidential financials on a workout calculator.
Collection II
Select Portfolio Service
January 2011 to August 2011
Manage individual accounts at the 30, 60 and 90 day level, Negotiate payment arrangements
with the goal of keeping borrowers in their homes and foreclosures and repossessions to a
minimum. Keep lines of communication open after payment is received to allow for early
intervention and preempt future delinquency. Utilize all available skip tracing tools to locate the
borrowers whose current contact information is inaccurate. Discuss options of Hamp, Haup,
Shortsale, and Deed in lieu, HAFA program and explain each product base on the information
giving. Inbound and outbound call center environment.
Bankruptcy Representative
American Home Mortgage
December 2008 to October 2010
Provided assistance to mortgage loan customer who is actively protected under a Chapter 7,
13, or 11 bankruptcies. Services support such as payment processing, preferred workout
alternatives, reinstatement of delinquent balances on Discharged Chapter 7 bankruptcies, also
provided services to authorized third parties such as Trustees and Attorneys. Process
reaffirmation and repayment plan. Daily functions were to identify and interprets account coding
Negotiation and timely execution of workouts, also provided status updated on possible
workouts in process. Review incoming mail/fax documents daily to determine case status and
conduct any necessary follow-up actions. Educate borrows on escrows, taxes, payoffs, and
insurance issues also making outbound calls using auto-dialing application to reach delinquently
customer.
Front End Modification Team lead in training Work Program
Help with executed program with document information and or process override data gathering
required documents to review for possible modification, Determine any missing documents
needed and prepare corresponded for the missing documents back to the customer. Work on a
Calculation worksheet to determine the BPO, Knowledgeable of the government program from
HAMP and HAUP, Ability to read and interpret credit reports, tax returns, pay stubs and HUD-1
statements also process other work out such as Security Agreements and Short sale
documents.
Team Lead:
Collections II (Home Retention Counselor)
Train and develop collectors through one on one coaching, phone monitoring and audit. Under
Supervisors visions. Resolve individual debtor situations involving delinquency, repossessions,
legal action, fees owed and credit bureau disputes. Assign work to collectors, review and
evaluate work performed, and coordinate assigned collection activity to ensure assigned goals
are met. Meet quality standards and metrics, as well as achieve delinquency and repossession
goals. As Contact Center Representative duties was to also educate workout resolution on
escalated calls and or handle dispute calls.
Mortgage Collections II/ Retail Banking
Washington Mutual Bank
October 2006 to August 2008
Manage individual accounts at the 30, 60 and 90 day level, Negotiate payment arrangements
with the goal of keeping borrowers in their homes and foreclosures and repossessions to a
minimum. Keep lines of communication open after payment is received to allow for early
intervention and preempt future delinquency. Utilize all available skip tracing tools to locate the
borrowers whose current contact information is inaccurate.
Office Manager License
Allstate Insurance
September 2002 to July 2006 4/40 Property and Casualty/Life Insurance
As an office manager, Manage and oversees employee that were receiving and placing calls for
quotes for Auto, Home, or Life Insurance, Provided call back to clients with updating and
correction accounts information. Handle disputes and make an all-out effort to salvage the
relationship of the clients. Also opening and closing of the office was required. Collect payments
and premiums and calls all past due account to prevent cancellation. Manage and maintain
small office, take inventory, and order supplies as needed.
Additional Information:
Avaya, Davox, Dashboard, monitoring system knowledge
Strong PC skills including Word/ Excel
Strong MSP knowledge, Fidelity and LPS experience
Strong oral and written communication skills
Extensive knowledge of mortgage servicing
Contact this candidate