Nora Cervantes

*** ****** **.

Hoffman Estates. Il. 60169

224-***-****

nmtz06@yahoo. com

PROFILE SUMMARY

Highly knowledgeable and personable Mortgage Servicing Specialist with six years’ experience working in the banking industry, excellent interpersonal skills and the ability to effectively communicate with clients for mortgage loan origination and default, excellent customer-service approach and attention to detail

CORE QUALIFICATIONS

-Excellent analytical and problem-solving abilities

-Provide answers and follow-up

-Strong issues identification and the ability to arrive at and provide solutions strategies

-Exceptional organizational and time management skills

WORK HISTORY

Mortgage Service Specialist at HSBC 2010 – 2016

Financial Corporation in Elmhurst, Illinois

Responsible for collections for more than 1,000 mortgage accounts

Review accounts, research documents and system notes to determine best course of action to resolve mortgage account issues.

Answer inbound calls and make outbound calls to resolve delinquencies and offer workout

alternatives.

Track and manage requests for research from internal and external customers.

Report on system queue progress, based on assignments.

Act as a subject matter expert within Mortgage Banking businesses and understand the various regulatory, investor, federal and state requirements.

In-depth knowledge of documents, procedures, measures and terminology with regard to

mortgage default processing.

Reviewed and update daily reports and accounts.

Made and received borrower calls and communicated findings with other departments.

Customer Service, Collection, Tech Support, and Bilingual at Cingular Wireless / AT&T Wireless Services 1998 - 2009

Inbound call center taking calls on the IVR. Resolving customer’s needs and questions. Outbound call center for past due accounts. Service would be interrupted. Customer would call in and make payment of past due amount and pay reinstate fee. Tech Support assist customer with problems with cell phone equipment. Did test calls send downloads to cell phone until worked properly. Troubleshoot the problem. Fluent in Spanish.

ADDITIONAL WORK HISTORY

CUSTOMER SERVICE, ACCOUNTS RECIEVABLES, AND COLLECTIONS

At SUNWALL OF AMERICA

Posting customers payments to their correct customers account. Post and balance to bank deposit amount. Issue credit memos on return merchandise. Release orders on hold. Underwriter, set up new account after doing a credit report, check with banks, customer balances and if any overdrafts, setting credit limits. Collection calls on past due accounts.

Travel to Atlanta, Ga. Corporate office to trained employees when Schaumburg office closed and moved to Georgia.

EDUCATION

Institute of Credit in Park Ridge, IL. Credit and Collections Certification