Customer Advocacy Specialist

Patricia Lakins

***** ****** *****

Bridgeton, Mo 63044

314-***-****)

Objective:

Seeking a position in which I can make a significant contribution to the growth and profitability of a product or service organization by utilizing my current skills Current Skills and Experience:

Ability to identify and resolve issues, as well as ability to interpret and analyze data. Extensive experience in researching issues, as well as able to manage multiple projects with deadlines. Proficient PC skills, spreadsheets and data base software. Effective verbal and written communication skills, as well as ability to acclimate to ever changing environment.

Relevant Experience:

U. S. Bank Home Mortgage:

April 2015-present-Customer Advocacy Specialist: Investigate, research, and resolve regulatory consumer complaints. Responsible for investigating borrower’s allegations of wrong doing, as well as reviewing for any regulatory or compliance concerns or violations. Determining root cause for complaint and reaching out to business lines to make sure best practices are b eing utilized. Communicating effective resolution to the borrower and regulatory agencies. February 2012-April 2015-Relationship Manager: Providing borrowers a single point of contact for assistance with loss mitigation and foreclosure process. Facilitates the borrower’s assistance program by helping them understand options available to them. Verbally provides information to borrowers on updates to loss mitigation and foreclosure decisions. Obtain additional information and documents as needed for the loss mitigation review. Provides customer service through inbound and outbound phone communication. Studies and abides all regulatory and compliance requirements. October 2011- February 2012-U.S. Bank through Kelly Synico temporary agency-Relationship Manager same duties listed above. Home Depot Customer Service Internet Sales:

February 2011-September 2011: Responsible for taking inbound calls from customers to place orders for Home Depot on line sales. Checking on merchandise status and escalating orders that had not arrived as promised or arrived damaged. Heavy customer service and problem solving skills utilized.

United Health Care Customer Service Representative: March 2002-July 2008: Responsible for assisting members and health care providers regarding health care benefits available on the customer’s health plan. Taking inbound calls from consumers and medical providers, handling and researching issues over the phone, utilizing computer database to verify information on covered benefits, account balances, as well as application status.

Met Life Auto & Home Auto Claims Adjuster:

February 2000-October 2002: Investigating and negotiating settlement of first and third party auto claims. Handling of minor bodily injury claims. Taking first and third party recorded interviews to determine liability, as well as determining coverage contract issues. Responsible for obtaining knowledge of, and following state and regulatory requirements.