Customer Card

Venetia Austin

Cell: 817-***-****

Email: *****.******@*****.***

**** ******** ****** ***** ****** TX. 75249

Skills:

* **** **** ** ******* software uses: Ex – SalesForce, SharePoint, CRM, LMS etc.

10 plus years in Customer satisfaction and Third Party verification as well as other software programs including SAP etc.

Objective:

My goal is to offer my skill based knowledge within an organization as well as welcoming new skills with an opportunity for growth. I bring with me over several years of multilevel Customer Support experienced in mortgage and document Research. I was part of the operations team creating projects as well as assisted in projects to completion as needed.

BANK OF AMERICA, FORT WORTH, Texas

Mortgage SPECIALIST II - Fraud Specialist ll

Oct 1, 2010 – July 11, 2011 (Temp to Hire)

Jul 11, 2011 - Oct 19, 2016

Mortgage Specialist ll 4 and 1/2 years with Bank of America

Assisted underwriters with needed documents to complete loan process for ARM, GSE,Non-GSE, VA Loans, Fannie Mae and Freddie Mac, HELOC and other loans

In saving foreclosing and or existing home or closing on home owners' loans.

Assisted lawyers, trial lawyers, third party venders and homeowners in their efforts to stop or proceed in foreclosure process and or modification process.

Corresponded with companies responsible for evacuating foreclosed homes.

Worked in special operations, creating new projects as needed to handle loan needs.

Made outbound calls took some inbound calls to home owners for document completion.

Worked Fannie Mae and Freddie Mac loans for completion.

Set payment plans for mortgage customers,

Researched documents for completion.

Fraud Specialist II 1 and 2months with Bank of America

Assisted card holder with blocks on card at the Point Of Sale, unblocking card, adding overrides during travel or when needed, adding secondary card holders, payments and payment arrangement as well as closure of cards when fraud was detected. Sending out replacement cards while allowing sell to go through if correct card holder was verified during call.

FedEx(ed) updated cards to verified addresses, overnighted during travel after complete verification process

Verified card holders’ information in order to assist in blocking, unblocking or reissuing card

Made outbound calls to card holder while placing caller on hold in order to ensure card holder was authentic.

Called card holder to inform card was being used by third party to ensure permission was given by card holder and or if card was left behind at a shopping location by card holder. Which card holder was advised that the card would be closed down and replaced for security reasons

Advised card holders how to set travel flags for upcoming travel plans as well as changing or adding passwords to accounts online.

Sent emails with instructions to card holders on different changes that could be made to their accounts.

Advised merchants to destroy cards when unauthorized user was trying to use card at the point of sell.

Cleared purchase with merchant when card holder double or triple purchased item and other issues

In direct charge backs

Filed complaints regarding fraudulent transactions on cardholders’ statement.

Opened and filed disputes for cardholders regarding double or multiple charges and other charges unknown to chard holders. Once investigation was complete. Added charges back to cardholders’ credit card for the original purchase price.

Advised cardholders of the turnaround time of charge backs and disputes.

Provided cardholders with the merchants’ phone numbers for the merchant to correct the double or multiple charges on chard.

Litton Loans

Loan Collections

Jan 2008 – Sep 2010

Assisted underwriters and other processers with loan documents

Reached out to vendors for missing items of homeowners

Took inbound and outbound call from mortgage customer

Collected loan payments and set payment arrangements

Called vendors to see if homes were lockbox complete

Researched documents for possible modification

Advises homeowners of negative credit reporting

Washington Mutual

Credit Card Collections

July. 2005 - Jan 2008

Took inbound call from card holders made some outbound calls

Assisted cardholders with missing documents and budgeting

Collected payments and set payment arrangements

Advised card holders of negative credit reporting

Education

El Centro Basic computer courses

Mountain View Basic studies

South Oak Cliff Basic studies

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