Customer Service Data
Resume:
MONICA C MARTINEZ
Irving, Texas 75062
************@*****.***
Summary
Motivated, personable, business professional with multiple talents and a successful track record. Talent for quickly mastering technology. Gained all levels and possess strong skills in time management, prioritizing tasks, meeting deadlines, maintain a large port of escalations, meet SLA's, meet deadlines, detailed, fast paced, deep dives into escalations and modifications, collects financial documents, monitors files.
Skills
Siebel CRM System, Data Entry, Reporting, 10-key by touch, Typing 45 wpm, Windows, MS Word, MS Excel, MS Power Point, 20 years Customer Service & Call Center experience, Filing, DTS Scanner, WNC Scanner, Soft Collections, Vantive System, CPI Insurance, Claims Processing experience, TotalTrac and Teneo System, Cordaptix System, Atlas Systems, SAP System, Lead Agent or Senior Agent, QA monitoring experience, Utilities experience, Consumer Relations experience, Extended & Manufacturers Warranties, Dispatching, Helpdesk, FNMA, GNMA, MHA, FREDDIE MAC, FHA and VA loans; Non-GSE Loans Subprime, SFO, HFI (Bac Loans), SBO (other service loans) Foreclosure, Short Sale, REO, Deed-in-Lieu and LMA, AS400/I series, I portal, LM Contacts, Lamp Oracle, Loss Mitigation, Home Base, Home Saver, LAFA,LHIS, EPP, LADI, MPW, EPW, Bankruptcy Notification, LPS, Seibel, Appraisals, LCC systems
A ccomplishments
● Achieved Team player Award
● Achieved Siebel Champion Award
● Achieved 100% Call Monitoring Award
● Achieved Top Performer of the Year
● USPAP Certification
Experience
ASSURANT VALUATIONS/AMC OCTOBER 2014 to June 2017
APPRAISAL COORDINATOR II
● Received appraisal orders in MS Excel spreadsheets, and pulled data to verify accuracy of that data. Identify duplication of data, and trends in the data. Make changes in the data, and update spreadsheets, as necessary.
● Developed reports in MS Excel, to update the client on errors, duplication, trends, and anomalies in the data.
● Maintain appraisal database in geographic areas of responsibility
● Respond to and manage appraiser communication.
● Worked closely with customer service to communicate potential delays with order completion. ● Communicated with point of contact (POC) for property access on an interior appraisal when necessary.
● Verified license and valid Errors & Omissions Insurance to ensure appraiser is current.
● Assigned customary and reasonable appraiser fees within acceptable timelines.
● Assigned appraisal orders to appraisers in areas of responsibility.
● Placed appraisal orders with various vendor clients.
● Confirm or reassign order, if necessary, within 72 hours.
● Tracked and was responsible for troubleshooting orders to ensure that they were received within required timeframe.
● Managed vendor and client customer service requirements
● Coordinate invoicing to ensure vendors receive payment as agreed
● Provide administrative support to the Appraisal Review Team
● Managed 8 coordinators daily.
● Handle High Profile Clients
● Ensured appraisals were received within department established agreements. This included: obtaining report revisions; queue management for outstanding files; and returning complete appraisal services to clients.
BANK OF AMERICA HOME LOANS JANUARY 2011 to SEPTEMBER 2014 DATA ANALYST / SERVICE SPECIALIST I
● Pulled data from the Siebel CRM system, to track orders for loan modifications.
● Analyzed, and verified data was accurate in the Siebel CRM system. Confirmed all data was accurate, and that all qualifications were met. Identified and documented errors and irregularities in the data.
● Updated MS Excel spreadsheets regarding changes made to data in the Siebel CRM system.
● Supported the valuation services process by coordinating, curing or examining valuation products.
● Handled inbound and outbound phone calls and provided status and detailed information as requested.
● Processed routine transactions, documented appropriate systems, responded to customers, or other 3rd party inquiries, researched documentation, or analyzed requests in accordance with established guidelines.
● Maintained a high level of customer service and communication for and with customers and business partners.
● Developed and maintained good working relationships within the team environment.
● Correct application of state specific knowledge and problem resolution, along with strong customer service.
● Pipeline management.
DATA ANALYST/ DEFAULT SERVICING MEDIATION GROUP
● Used the Siebel CRM to manage loans in default, loan modifications, document validation, NPV modeling, second mortgage modifications, short sale/DIL, and answer technical foreclosure questions.
● Managed more complex account relationships with emphasis on financial analysis and credit action.
● Served as a liaison to administrative areas within the bank.
● Success Metrics included number of decisions made in a day, responding to a pipeline of intake actions, within the Siebel CRM system.
● Analyzed data for accuracy, within financial documents, before submitting to Underwriters. DATA ANALYST/ ADVOCACY BUSINESS SUPPORT MORTGAGE SPECIALIST I
● Processed routine transactions, documenting loan history, responding to customers, and analyzed requests in accordance with established guidelines and determined appropriate course of action.
● Handled complex levels of transactions with limited supervision to complete daily tasks and duties.
● Ordered Flood Certifications for homeowners.
● Put in orders for reinstatement figures, loan histories and payments histories.
● Used I-Portal and HomeSaver to view mortgage documents and verify if all modification documents were received. Pulled Financial data for third parties, homeowners and attorneys and pulled Credit data to see what alternatives are available.
● Documented the loan with status of modifications. TIME WARNER CABLE APRIL 2009 to SEPTEMBER 2009
CUSTOMER SERVICE TECHNICAL SUPPORT
● Received high volume of incoming phone calls and responded to inquiries.
● Sold and upgraded company core products and meet customer needs.
● Saved customers from disconnecting services whenever possible. Provided information regarding products and services, billing, repair, collections and respond to other types of inquiries.
● Responded to customer complaints in a professional manner; attempted to resolve complaints successfully. Inform supervision/management of all unresolved complaints.
● Attempted to troubleshoot customers' service problems and schedule field service calls when necessary.
● Scheduled customer appointments in dispatching accordance with established procedures. Documented customer transactions accurately in ACSR. TXU ENERGY IRVING ADECCO STAFFING SEPTEMBER 2008 to JANUARY 2009 BILINGUAL CUSTOMER CARE AGENT
● Sold and upgraded company core products.
● Saved customers from disconnecting services whenever possible.
● Provided information regarding products and services, billing, repair, collections and responded to other types of inquiries.
● Attempted to troubleshoot customers' service problems and schedule field service calls when necessary.
● Scheduled customer appointments.
● Documented customer transactions accurately in ACSR.
● Used the SAP system to track orders and documentation, and for dispatching.
● Reported results and gave feedback for PILOT go live activities.
● Gave feedback on how to improve system and business processes.
● Answered incoming calls for small business accounts.
● Resolved service and billing issues, and also provided billing calculations.
● Deferred Payment agreements and extended payment due dates for delinquent customers.
● Setup customer accounts with bank draft, average billing and other billing options.
● Responded to payment questions and resolved payment disputes. LOANLINK LENDING CENTER MAY 2006 to MAY 2008
LOAN COUNSELOR
● Responsible for answering calls from Loan Link sources and processing internet, indirect and data entry applications according to source and TLC guidelines and answering loan and product related questions.
● Recommended loan decisions based on credit bureau review and application of client policies and guidelines or confirming system based loan decisions.
● Processed Contact Center reports, delivered to client, and updated Contact Center statistics. ● Responsible for cross-selling CMG insurance products.
● Answered calls and perform member service functions as related to source products. FIRST HORIZON HOME LOANS SEPTEMBER 2004 to JULY 2005 VAULT & FILE PROCESSOR POST CLOSING
● Closing log, credit log complete log, collateral prepping, collateral separating, collateral logging, collateral verified, moving boxes, proof-reading titles, deeds and home-owner's loan packet to verify paperwork is accurate.
● QC Mail, filing, sorting, cutting, pulling files. PART-TIME CUSTOMER RELATIONS
● Handled incoming customer inquiries through both the inbound and outbound groups.
● Made appropriate payment arrangements with customers.
● Received phone pay information and submitted to the proper department for posting.
● Reviewed, researched and corrected items that required such actions on modification packets.
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