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Customer Service Manager

Location:
Indianapolis, Indiana, United States
Posted:
February 27, 2018

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* * * * * RWIN A V E • I N D I ANAPOLIS, I N *****

P H ONE ( 3 1 7 ) 993- 5223 • E - M A I L T E L L E 7 1 2 @G MAIL.C OM T A M A R A Y . E L L I S

SUMMARY OF QUALIFICATIONS

More than 10 years successful experience in Leadership/Supervision, Foreclosure Prevention, Case Management, Customer Service and Support with recognized strengths in problem-solving, trouble-shooting, and planning/implementing proactive procedures and systems to avoid problems from the start.

Possess solid computer skills.

Effectively facilitated numerous Trainings/Workshops for new hires to include creating PowerPoint and all materials.

Effectively facilitated numerous Trainings/Workshops for Financial Education

Time Management

Great written and verbal communication skills.

Maintain statistical reports.

PROFESSIONAL EXPERIENCE

6/2013-Present MARTINDALE BRIGHTWOOD CDC Indianapolis, IN Administrator

Supported E.D. with Supervisory duties and office management

Processed payroll

Recruiting, Screening and Interviewing potential hires

Preparing and submitting reports

Assists with Grant writing and fundraising

Comprehensive Housing Counseling in Foreclosure Prevention

Collected and analyzed required loss mitigation documents.

Prepared and submitted Workout Packet to Indiana’s Hardest Hit Funds Program

Prepared and submitted “ Loss Mitigation Workout Packet” to lenders and servicers

Proficient in Windows XP

Analyzed Credit Reports and provided Budget/Credit Counseling

Attended Court ordered Foreclosure Mediation Hearings 12/2011-6/2013 AURORA BANK/NATIONSTAR Indianapolis, IN Relationship Manager/Single Point of Contact

Provide assistance, counseling and timely updated in order to maximize successful loss mitigation workout resolutions.

Analysis of required documentations.

Facilitated workout solutions consistent with invertors hierchy

Maintain effective communication with customers/customer agents through workout process.

Performs loss mitigation resolution efforts to achieve most effective outcome on non- performing loans or those at risk of imminent default and communicating the ultimate outcome.

3/2008-12/2011 INHP Indianapolis, IN

State Certified Lead Foreclosure Prevention Counselor

Providing comprehensive Housing Counseling in Foreclosure Prevention including maintaining contact with lenders and servicers.

Collected and analyzed required loss mitigation documents.

Prepared and submitted “ Loss Mitigation Workout Packet” to lenders and servicers

Proficient in Windows XP, Excel, Power Point, Access 7.0 and publisher.

Provided clients with community referrals

Provided Budget/Credit Counseling

Attended Court ordered Foreclosure Mediation Hearings 10/1995 -9/2007 COMMUNITY ACTION OF INDIANAPOLIS Indianapolis, IN Case Manager/Supervisor

Recruited, Reviewed Resumes, Administered Aptitude test and Conducted interviews for new/seasonal hires

Interviewed clients (elderly, disabled, low income) to determine eligibility for energy assistance and other programs.

Housing counseling

Effectively trained newly hired employees

Quickly and effectively solve customer challenges.

Created and implemented all training materials

Prepared statistical monthly reports and weekly housing reports

Proficient in Windows XP, Excel, Power Point, Access 7.0 and publisher.

Provided clients with community referrals

Housing counseling/Property Management and Foreclosure Prevention CERTIFICATES AND TRAININGS

State Certified Professional Comprehensive Housing Counselor

Certified Financial Education, Coaching and Counseling

Certified Rental Counseling

Certified Family Development Specialist

Certified Homeownership and Loss Mitigation Counselor

Basic & Advanced Foreclosure Training

Certified Foreclosure Prevention and Intervention Counselor

Mortgage Default Training

Subprime & Exotic Mortgage Training

Standard Solutions to Mitigate Mortgage Default

Understanding Bankruptcies

Negotiating Techniques

EDUCATION

1982-1986 Emmerich Manual High School Indianapolis, IN Business, English, Social Studies

1993-1993 Training Inc. Indianapolis, IN

Business Management



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