Customer Service Representative
Resume:
Objective
To obtain a position in processing or processing management within loan origination or loan modification, where skills in loan processing, customer service, and quality control will enhance company visibility and promote revenue.
Education
M.B. Smiley High School, 1985
High School Diploma
Houston Community College, Central
Associate’s Degree in Business Administration, tentative (May 2017)
Skills
Type 65 wpm, Certified in HAMP Processing Training, Certified in EHLP (Emergency Home Owners Program), In compliance with Regulation Z, A, and E per requirements of current vendor, Advanced in Microsoft Outlook, Word, Excel, and Access, IBM –DOS AS400, Aacer, Interact, HomeBase, LPS, Iportal, DMP.
Experience
Mortgage Processor Consultant Sutherland Global Services April 2015 – Mar 2017
Reviewing the complete file and ensuring the various documents in the file are in sync with the all the others and the loan application on the system.
Ensure all the borrower details, case numbers, loan number and critical information are matching on all the documents.
Pulling information from prescribed websites.
Making calls to initiate and follow up on third party vendor services.
Manager the document management system to show only relevant documents and correct names.
Filling the checklist created internally by the organization in order to ensure that the key details and key numbers are captured on the checklist; also explaining the methodology used to arrive at those numbers.
Understanding the loan submission requirements before actual submission to ensure 1 touch approvals.
Keeping a track of the timeline’s ETA (Expected Turn Around) and ensuring prompt follow-up for the loan decision upon expiry of the ETA.
Following up on the status of the services ordered to ensure minimum time lag from order to receipt.
Follow up on status of items pending from Onshore counterpart (Borrower calling activities)
Upon receipt of loan decision from underwriter, liaise with the concerned departments in order to address the additional requirements highlighted (if any).
Upon clearance of all underwriting requirements, check for final approval to settle loan transaction.
Once final approval is received, co-ordinate with the respective teams to schedule the loan settlement.
Post settlement, co-ordinate with all in order to ensure that the loan proceeds are transferred to the respective parties, including the fees payable to us.
Loan Processor II Stewart Title Lending 2012 – December 2014
Responsible for processing loan from welcome call to setting up closing for borrowers.
Assisted with files from Loan Processor I’s to inform of declinations or other counseling options set forth by underwriter.
Worked closely with closers to schedule appointments to meet end of month quotas.
Assisted department in processing loan modifications under the HAMP program initiative.
Met quota of processing 30 loans per month.
Managed switchboard lines to help entire team clean out pipelines and meet daily call goals.
Assisted team members to identify the correct documents in doc validation.
Met stringent deadlines and surpassed quota attainment for closures towards end of month.
Gathered all documents needed from borrower and documented notes in system so that loan could close by end of month.
Handled pipeline of 35+ monthly while monitoring pipeline and enrolling clients in services which would improve their opportunity of home ownership.
Measured and analyzed reporting metrics and held accountable for production deliverables, including loan volume, quality control, load leveling, pipeline management, and reporting.
Created and updated managerial detail reports/spreadsheets pertinent to the status of requested documentation received by borrowers from underwriter.
Completed and reviewed files before submitting to underwriting team on daily basis
Provide proactive communication with client, underwriter, and other client departments as necessary to ensure accurate and timely completion of file documentation.
Maintained extensive and up to date knowledge with respect to GSE requirements and guidelines, as well as other investor’s rules and PMI requirements.
Facilitated the resolution of escalated customer / client issues by implementing CORE steps and intervening when necessary to get loan to closing.
Supervisor of Counseling Support Money Management International 2006- 2011
Provided daily supervision and support to staff to meet production standards.
Assisted in developing and managing team performance expectations for service levels, quality and time-to-resolution.
Mentored and coached the team for improved performance on a daily basis and as needed.
Acted as primary point of escalation for client concerns.
Assisted with department meetings and training sessions both formal and informal.
Assisted with monitoring and measuring overall department performances on attendance, scheduling, quality and other scorecard components
Assisted with annual performance appraisals for staff as needed
Assisted with ensuring adherence to company policies through counseling, disciplinary action and terminations as necessary
Assisted with interviews, hires and retains qualified staff while providing guidance and training as required
Prepared monthly reports as assigned
Encouraged personal growth, rewarded excellence an worked positively with the staff
Customer Service Representative Managed Prescription Solution 2005 - 2006
Handled customer questions and or concerns
Answered all incoming calls and directed where appropriate
Retrieved and responded to voice mail messages left in general mail box
Provided price quotes and logged order information
Participated in the ordering process for all prescription orders and or refills
Faxed (or otherwise transmitted) prescription request to doctors and followed up as necessary
Entered all client personal information info the B-locator database
Verified that all customer orders are active and eligible for home delivery
Scanned customer documents and filed electronically
Followed up with customers within 1-3 months for possible refill orders
Regional Customer Service Admin Tel – Cove Communications 2000 - 2004
Initial point of contact for the small business customer.
Provided in-depth detailed information about local/long distance phone charges/internet service, features, rates and or policies
Explained services, options, recurring/non-recurring rates, and restrictions regarding such items as calling area and call charges
Responsible for accounts payable and receivables for entire Southwest Region
Performed credit references and background checks for all new customers
Performed collection duties based on policies established by Tel-Cove f/k/a Adelphia as determined by the corporate policy
Responsible for daily activities pertaining to payments, orders and miscellaneous customers service issues which included the following: installations, disconnects, reconnects, change of service, billing issues and or trouble shooting.
References
Tyonia Waddle
Harris County Health Services
******.******@************.***
Davaine Williams
Sutherland Global Services, Inc.
*******.********@***************.***
Tysheka Cunningham
Sutherland Global Services, Inc.
**********@*****.***
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