Customer Service, Data Entry, Banking

TaRhonda Washington

**** *. ******* ***. ***. **, Dallas, Texas 75204

Email: ******************@*****.***

Cell: 214-***-****

PROFESSIONAL SUMMARY

To secure a challenging position utilizing developed through years of experience and education, which will provide opportunities for professional growth. I am a professional candidate with many years of Data Entry. I have additional experience in Foreclosure, Collections, Accounting, Reconciliation, AP and AR. I am able to multi-task, accurate, quick learner and very meticulous. I am available immediately to start working.

SKILLS

MS Office/Windows, 40 WPM, Internet, AFS, IP Vision Copier, 12,000+ KSPH Mastermind, Merchant Point, Printer, Scanner, mortgage account, Process, Prepare, file loan document, Payment Processor, FPS, Trustee Trak, AS400, LPS Desktop, Client 512 (MSP), ASAP, FEI, Attachmate Sessions, ACCR, Mobius, I AM, iClear, Web Query, CPI, Oracle, Speed 3.0, Speed 2.0, Buyer’s Workstation

PROFESSIONAL EXPERIENCE

Neiman Marcus Group 10/2017-01/2018

Seasonal Customer Care Associate (Work From Home)

Answer inbound calls taking orders from new, existing and long term customers.

Demonstrate proficiency managing multiple computer applications for research on multiple brands and ensuring timely follow-up on customer requests and inquires.

Utilize selling skills to promote company products and services to our customers in order to meet department and individual goals.

Demonstrate outstanding communication skills and ability to maintain professional attitude in all external and internal customer interactions.

Demonstrate unquestionable desire to provide helpful, knowledgeable resolution to customer all inquiries.

Self-Manage performance to meet personal and team quantitative and qualitative goals and all key statistical performance indicators.

AAFES (Army Air Force Exchange Services) 10/2016-02/2017

Escalations Customer Service Team Manager

Identify, analyze, and initiate the escalation process in an organization based on the escalation criteria specified by the organization

Linking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task

Establishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring the consumer satisfaction throughout the escalation process

Updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly

Assuring the team's availability if the problem arises during the monitoring period, closing the escalation process once the monitoring period is completed successfully, and ensuring customer satisfaction before closing the escalation

bring order, structure, and focused management attention to the customer's problems in order to gain complete consumer satisfaction.

escalating the task accomplishment in critical situations and guaranteeing the customer satisfaction at the same time. This requires one to be fully accomplished for handling this role efficiently. The roles and responsibilities of an escalation manager give a thorough knowledge about the job profile and skills required for carrying out the task accordingly.

Researches and resolves customer inquiries related to lost/damaged merchandise, special delivery requests, product availability and/or shipping delays. Takes appropriate actions based on established policies and procedures.

Assists with various order fulfillment, drop ship supplier, and/or system related processes. Submits any necessary claims to providers/suppliers. Coordinates the return of merchandise with approved carriers.

Processes refunds, discounts, and returns to customer accounts. Determines chargebacks and/or write-offs to vendor based on established policies and procedures.

Barrett Daffin Frappier Turner & Engel (BDF Law Group) 09/2014-10/2016

Bankruptcy DE Specialist

Set up Bankruptcy files for attorneys

Communicating with clients and customers as needed for bankruptcy case filings

Research and request documents missing from clients

Monitor and respond to email from internal/external clients

Manage Motion for relief/Proof Claim from stay files referred by clients

Execute various searches & work several client systems

Meet daily deadlines that are time sensitive

Balance a high volume of work and be organized

Acquire and upload required documentation

Work in conjunction with attorneys to ensure case files are accurate and complete

Create files for Payment Changes, Motions, Proof of Claims, Amendments, Plan Review, Agreed Order, Reaffirmations, Objections, etc.

Wells Fargo Bank, N.A. 08/2011-06/2014

Loan Servicing Specialist 3

• Responsible for performing a variety of loan servicing tasks. Functions include: reviewing loan disbursement requests; processing disbursements; prepared loan demands and reconveyances

• maintaining loan and disbursement files; responding to routine customer inquiries coding and renewal processing

• Preparing and submitting documents, data and records according to department procedures and government regulations handling payments for hazard insurance premiums, property taxes and other special transactions.

• Process payoff quotes and reinstatement quotes on loans in foreclosure status.

• Request fees and costs

• Communicate with attorneys’ and assistants with getting mortgage documents needed in the foreclosure process.

• Prepare and upload mortgage documents as needed.

• Updating and requesting appraisals while scheduling mediations among attorneys’, loss mitigation and client.

• Completing foreclosure tasks such as hazard, tax, city lien, act demands, skip tracing, doc retrieval, payment histories, appraisals, correspondence, additional fees, bankruptcy report, postponements, Deed in Lieu Denials, HAFA Denials/Fallout, and proceed to foreclosure.

• Knowledge of mortgage documents such as RESPA, Origination File, Compliance File, Good Faith Estimate, Appraisal, Truth In Lending (REG Z), Title Policy, HUD, Promissory Note, Loan Program Disclosure, Notice of Right to Cancel, Loan Application, Service Transfer Disclosure, etc.

• Responsible for responding to written and phone inquiries from customers, title companies, and internal personnel regarding loans. Functions include: answering questions pertaining to all areas of loan servicing including payment research, taxes, insurance, loan modifications and assumptions, prepayments, payoffs, adjustable rate loans, credit reporting, and lien perfection;

• researching and analyzing problems and recommending solutions; conducting periodic audits of files; may also coordinate property inspections, lien priority and loan disbursements in accordance with loan documentation;

• May perform procedures related to advances and pay downs, funds wiring and disbursement process. Within the commercial business is responsible for payment processing, check disbursements, tax payments, imaging and document management.

Rose International (Bank of America/Recon trust) 01/2011-03/2011

Sr. Support Specialist II (Billing Specialist)

• Perform various administrative and support functions including adherence to RESPA, preparation and distribution of loan files, processing of fees and invoices, and distribution of incoming/outgoing mail.

• Verify fees and costs prior to billing our client at various points in the foreclosure process, inputting vendor invoices and reviewing the foreclosure fees and costs prior to the sale.

• Entail working on default and/or non-defaulted loans. Responsibilities may include processing routine transactions, documenting loan history, responding to customer, investor, or other 3rd party inquiries, researching and/or preparing documentation, or analyzing requests in accordance with established guidelines and determining appropriate course of action.

• Handles more complex levels of transactions requiring subject matter expertise. I was accountable for the follow up of timely invoice payments. Responsible for timely processing of activities & responsiveness of alerts to ensure Foreclosure Timeline Management is met. Minimize losses through management of attorney to ensure Foreclosure process is consistently progressing.

• Manage portfolios by State assigned by Foreclosure Management. Assist other team members as needed to reduce backlog. Quickly identify problems and possible short term and long term solutions. I also completed other duties / tasks as assigned by supervisor / management.

Citi Mortgage 03/2009-10/2009

Collection Representative (Work from Home)

• Offer products and services to assist customer with hardship.

• Make inbound and outbound calls on delinquent mortgage accounts.

• Prepare and provide extension agreements.

• Assist customer with how to apply for assistance with citi mortgage.

• Meet all deadlines and goals in a timely manner. (Data Entry- alphanumeric)

Capital One 05/2008- 11/2009

Reconciliation Clerk II

• Reconcilement of tracers or groupings of work using on-line reconcilement system. Exceed department average for production defined by monthly reports.

• Process rejects on the AFS reject repair system. Balance tracers as scanned through the IP Vision system.

• Work desks such as fed desk, transit desk, and the final proof desk. Reconcilement of all sort types, making proper entries using proper forms as needed.

• Data entry of correct amounts on credits and debits.

• Correction of rejects using the online reject re-entry system via CRT. (Heavy Data Entry)

EDUCATION

• H.S. Diploma Lancaster Elsie Robertson Lancaster, TX (1999)

• University of Phoenix, Phoenix, AZ - Currently Attending

Ashford University Clinton, IA (2008-2011)

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