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Customer Service Representative

Katy, Texas, United States
August 30, 2018

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

Needville, Texas ***61

Phone: 832-***-****

Alternate: 979-***-****



Numerous year of mortgage lending and servicing. Starting as a loan processor, and moving on to the servicing side of the mortgage industry The last five plus years have been in escrow administration and customer service.

Envoy Mortgage

Houston, TX

February 2013 through January 2018

Escrow Administration Specialist

1. Review Mortgage Loan Accounts that are due for their annual escrow analysis Analyses were prepared monthly according to state and tax due dates

2. Send Short Year Loan Statements on paid in full loans and loans that were transferred to another lender.

3. Adjust monthly Tax & Insurance Payments. Payment change could be the result of payment of the escrow shortage/deficiency or prorating a shortage/deficiency for more than12 months. 4. Review on a daily basis, the Initial Escrow Account Disclosure Statements to determine if the correct amount was collected for the Initial Escrow Deposit and that the estimated tax disbursement dates are correct.

5. Assist with customer service phone calls, research request and other duties as assigned by the Escrow Manager.


Sterling Bank a Division of Comerica Bank

Houston, TX

August 2006 to November 2011

Loan Accounting

1. Loan Center Help Desk. Responsible for taking incoming calls from Banking Centers and Customer Call Center. Answer questions and resolve issues as the occur 2. Open daily mail and process payments

3. Send notifications of interest rate and principal and interest payment changes for the Adjustable Rate Mortgages

4. Escrow Accounts. Secure annual tax bills and hazard insurance premium renewals. Disburse payments for the escrow account as required

5. Annual Escrow Analysis. Prepare the Annual Escrow Account Disclosure Statement and Prior Year Escrow Account History. Adjust monthly payments accordingly. 6. Review and maintenance accounts as required.

7. Assist Supervisor and Team Lead as backup person in various positions Washington Mutual

(Formerly Bank United)

Houston, TX

February 1995 to July 2010

Customer Service Rep

1. Consumer Affairs Liaison. Reported to Senior Vice President and Loan Servicing Manager. Respond to escalated customer calls when customer requested the company President or calls that Customer Service could not immediately resolve to the customer’s satisfaction 2. Research and resolve complaints filed with the Office of Thrift Supervision, Better Business Bureau, Office of the Attorney General and all other inquiries that required a written response. 3. Customer Service Representative receiving incoming calls from customers discussing billing statements, payment applications, escrow analyses, address changes and account research 4. Commercial and Consumer Loan Servicing. Respond to customer inquiries, maintenance accounts, post loan payments, prepare Loan Payoff Statements 5. Answer calls and direct calls to the appropriate personnel CBS Mortgage

Houston, TX

January 1994 to February 1995

Customer Service Representative

1. Answer phones and direct calls to appropriate staff 2. Handle customer inquiries regarding loan payments, escrow accounts, prepare and mail payoff letters, assumption letters, prepare and mail release of liens on paid loans. American Mortgage Company

Houston, TX

April 1987 to October 1992

Payoff and Assumption Clerk:

1. Prepare and mail Payoff and Assumption Letters

2. Process Loan Payoff Checks and Assumption fees

3. Process paid loans by returning original loan documents, release of Liens and any remaining escrow funds

4. Change of address

5. Set up Auto Debits from checking or savings accounts as requested by customer 6. Answer incoming calls, direct to appropriate department EDUCATION:

Lamar Consolidated High School

Rosenberg, Texas

High School Diploma


1 Microsoft Office experience

2 Collections

3 Administrative

4 Customer Service

5 Team player

6 Takes ownership

7 Results driven

8 Knowledgeable

9 Dependable

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