Customer Service Representative

.

EDWARD BOND

**** ********** **. *** ******, DE 19720

C 215-***-**** **********@*****.***

Career Objective and Skills

Professional Customer Service Representative with over 10 years' experience in Collections, Mortgage and Banking industries seeks a position in an established Call Center to begin contributing immediately. Skills include:

-Excellent Problem Solver -Complaint Resolution skills-First Call/ One Call Resolution -Professional phone etiquette -Attention to Detail Excellent written & verbal skills - Good Attendance, punctual -Reliable Team Player -Excellent Negotiator -MS Word, Outlook and Excel 2013 -Database maintenance-Customer Follow-up and Callback -Experienced in writing professional emails, letters and correspondence -Inbound/ Outbound calls

Relevant Work Experience.

J.G. Wentorth (Pre-Settlement Loans ) June 2017 to Jan 2018

Review contracts to ensure that all applicable terms are reflected on CD Work with title review to resolve title issues.

Confirm receipt of title abstract, survey and lien certificate follow up when necessary.

Confirm title premiums and recording fees. Prepare CD and forward to Agents, Lender/Broker. Obtaining all payoffs, liens, judgments, hoa/condo dues prior to settlement

Working directly with agents, lenders, buyers,sellers and settlement officers to ensure a smooth settlement. Contact lender for loan package, process loan package and balance file.

Prepare final CDs, forward for approval as appropriate. Prepare and assemble final package for Settlement Officer, print package or push to remote Settlement Officer Printer as required.

Sage Acquisitions (Mortgage Administrator ) - Phila Pa Bid and contracts Hud reviewer and Lien clearance - April 2015 to May, 2017

Manage a pipeline of title orders and take those actions necessary to clear the title so that a closing can be completed within specific timeframes

Review completed title commitments to identify any excerption and requirements that need to be addressed by the borrower, lender or any other relevant party to the transaction

Communicates the title exceptions and clearance status to loan closers and clients

Orders lien payoff statements Obtains subordination statements, deeds, statements, UCC 3 statements and other documentation necessary to remove items from title .Review title matters that include foreclosure transactions, tax sales and deed-in-lieu transaction but not limited to calling title agent get and receiving post closing documents . Also calling title agents getting and receiving all paid tax bills Ensure that all applications are managed efficiently and professionally and through regular communication with all stakeholders ensure all expectations are managed. Additionally, the role may be required to assist, or cover for, other roles within the Lending Operations Department from time to time. To manage inbound call volumes within agreed service levels from intermediaries, solicitors and applicants, providing a seamless quality service to all parties. Adhere to the service standards as set out in the Policy & Procedures Manual. Act fairly and reasonably in all dealings with intermediaries, solicitors and values. Develop new and enhance existing relationships with Mortgage Intermediaries

1 and 1 internet (Web Hosting) - Chesterbrook, PA May 2014 to May 2015

Customer Service Representative - Call

A high volume call center answering 50+ phone calls per shift, answer customer calls & emails regarding account & service issue documenting account-change information according to SOP, we had to authenticate accounts, process account changes/modifications & cancellations web hosting technologies, web programming, including HTML, HTML5, Javascript, PHP & MySQL Experienced in web design, web hosting, electronic communication, web servers, domain registration, DNS configurations and/or domain transfer procedures

GRID ONE SOLUTIONS (Khafra Consulting) - Aston, PA

Customer Service Representative - Call Center Oct 2013 - April 2014

Provide excellent customer service while assisting customers in Smart Meter upgrades for Baltimore Gas & Electric and PECO. Schedule and re-schedule appointments. Advise and educate customers on Smart Meter technology. Investigate complaints and forward to appropriate supervisor for resolution. Assist field technicians with call notifications, directions and any customer issues. Prioritize and balance customer calls and technician calls via landline and Nextel phones. Notify Gas companies immediately of any potential reported gas leak for customers, and advise customers of proper precautions.

G.M.A.C. - Fort Washington, PA

Loan Specialist - Call Center Oct 2011- March 2013

Negotiated with homeowners, realtors, lenders, mortgage insurance & title companies and investors to evaluate and approve requests to sell mortgaged properties at less than the unpaid balance of the homeowner's indebtedness and mitigate lender loss.

High Volume Trade input. Trade queue monitoring. Dealer and settlement liaison. Trade confirmations, Settlement Confirmation and Fails Management.

Processed FHA, VA, USDA, and HAFA loans. Reviewed all purchase contract including HUD, worksheets, addendum and closing costs. Also worked with available resources to resolve any title related issues (to include unreleased mortgages, judgments, tax liens, or other encumbrances that affect title to a particular pro). Reviewed files for input accuracy after final approval. Corrected closing file is in compliance with HTL closing requirements and state and federal reporting guidelines (RESPA, HMDA, etc.) and worked with Lender to obtain any additional documentation or information necessary to clear title issues, as necessary. Reviewed the final HUD-1 for accuracy and verifies customer signatures on all final closing documents prior to funding. Tracked and proactively coordinated with closing agents for the prompt return of original closing documents. Authorized funding upon verification of all documentation and review of HUD-1. Processed ad hoc requests from closing agents, branches and customers.

BANK OF AMERICA - Wilmington, DE

Loan Specialist - Call Center Oct 2010 - Oct 2011

Negotiated with homeowners, realtors, lenders, mortgage insurance & title companies and investors to evaluate and approve requests to sell mortgaged properties at less than the unpaid balance of the homeowner's indebtedness and mitigate lender loss. Processed FHA, VA, USDA, and HAFA loans.

High Volume Trade input. Trade queue monitoring. Dealer and settlement liaison. Trade confirmations, Settlement Confirmation and Fails Management.

Reviewed all purchase contract including HUD, worksheets, addendum and closing costs. Also worked with available resources to resolve any title related issues (to include unreleased mortgages, judgments, tax liens, or other encumbrances that affect title to a particular pro). Reviewed files for input accuracy after final approval. Corrected errors as necessary in compliance with Lenders underwriting guidelines. Ensured each closing file is in compliance with HTL closing requirements and state and federal reporting guidelines (RESPA, HMDA, etc.) and worked with Lender to obtain any additional documentation or information necessary to clear title issues, as necessary. Reviewed the final HUD-1 for accuracy and verifies customer signatures on all final closing documents prior to funding. Tracked and proactively coordinated with closing agents for the prompt return of original closing documents. Authorized funding upon verification of all documentation and review of HUD-1. Processed ad hoc requests from closing agents, branches and customers. Set-up audit files for fraud Analyst.

Investigating a particular fraud and devising new techniques to prevent such scams in the future. Constantly monitor transaction characteristics and account changes. Looking for indicators or warning signs that would point to any potential fraud. Often detecting such cases that could be very difficult, especially for very large number of transactions or companies. Other duties as assigned by Management to support both Mortgage Fraud and Problem Loans and Resolution functions

* * Prepared well written descriptive and informative reports of identified suspicious activity.

* Also supported manager in review of other specialists reporting SAR alert notifications along with

Support management with the proficient ability to provide meaningful data analysis on demand.

Education

Philadelphia College of Textiles & Science Philadelphia, PA

Bachelor of Science in Marketing attended 1985 - 1987

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