Bilingual Customer Service professional with 10+ years of experience in the areas of providing best strategies for clients and areas of concern, following policies and guidelines and providing customer satisfaction resulting in success for companies. Demonstrated success in handling irate customers, assess concerns and providing resolutions. Excellent in providing phone support and working with limited supervision. Superb communication skills with a focus on building and maintaining relationships with staff, clients and upper level management. Extensive experience and knowledge in:
Loss Mitigation / Mortgage / Medical Support Active Listening / Strategic Thinking
Policy / Procedure / Regulations File Management / Processing Payments
•Loss Mitigation and Loan Specialist experience assisting with modification requests and foreclosure preventions.
•Addressing technical support and answer to customers by researching answers and guiding customers through corrective steps. Resolved technical issues involving connectivity through the client’s email.
•Extensive knowledge with loan approval and orientation.
•Completed training IBM Watson Cognitive
•Experience in the mortgage industry
•Completed Black Knight Financial training
Relevant Work Experience:
IBM/Seterus Inc. Durham, NC
Bilingual Mortgage Support Specialist
•Updated client files and ensured accurate information was communicated and inputted in system
•Prepared modification documents for the underwriters and loan officers
•Received payments and post amounts paid to client/debtor accounts.
•Advised client/debtor of necessary actions and strategies for debt repayment
•Advised information to customers on modifications, deed in lieu and the hardest hit fund assistance
•Met and exceeded monthly goals per job requirements
Professional Recovery Consultants Inc. Durham, NC
July 2006 - November 2013
Bilingual Medical coordinator
•Met daily goals per job requirements
•Money handling and advised customers on strategies for debt repayment
•Followed HIPPA guidelines
•Provided excellent customer service, updated client information and sent out insurance claims and other correspondence to proper insurance companies