Customer Service Manager

Bianca Ross

WORK EXPERIENCE

WELLS FARGO DEALER SERVICES, Irving, Texas

Jul 2018

Mar 2016

Bankruptcy Compliance Specialist

Processed bankruptcy cases; compose legal correspondence for the MFR ( Motion For Relief ), Objections, Reaffirmations as well as reviewed all court dockets for the SOI ( Statement of Intent )

Updated documentation and systems of record to remain in compliance with internal company requirements and government regulations for Stipulation Orders as well as Reaffirmation agreements and Redemptions

Responded to Local Council on department specific questions as well as Notice of Final Cure and Bankruptcy Closings in a timely and accurate manner.

Recommend and processed repossession of property if the account has met repossession guild lines.

BANK OF AMERICA, Texas

Mar 2016

Feb 2014

Customer Relationship Manager

Managed a portfolio of clients by providing clients and their legal representation with accurate updates on company products, and services

Reviewed financial documents such as bank statements, paystubs, P& L ( Profit and Loss ), and tax returns

Calculated income to determine best treatment option for borrowers who has defaulted on their mortgage

Feb 2014

Oct 2011

Quality Assurance Representative

Reviewed quality of work performed by staff through live monitoring and use of call recording system and applications.

Identified training needs and communicate needs to training department as needed.

Created and maintained standardized work flows and procedures.

Provided recommendations for change and participates in analysis of work flows and procedures to improve accuracy/efficiency.

Oct 2011

Feb 2009

Collector

Provided excellent & considerate customer service.

Received a high volume phone calls to assigned delinquent customers.

Reconciled any customer disputes as they pertain to payment of outstanding balances that are due.

EDUCATION

BROOKHAVEN COOLEGE, Farmers Branch, Texas

AA

ADDITIONAL SKILLS

Organization, Attentive to detail, Ability to multitask, Proactive, Strong math, verbal, and written communication skills

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