Customer Service Representative
Resume:
Robert Jay Zerda
San Antonio TX. 78228
Cell Phone: 210-***-****
Email Address: *******@*****.***
Professional Experience:
Wells Fargo--- San Antonio Texas 78251
Underwriter II- February 2017 thru present
Home Preservations Underwriter is responsible for reviewing loans in default for the portfolios of Wells Owned and Bank and Private Investors for possible modifications of mortgage terms. HPU is responsible for verifying the income via bank statements, award letters for social security and pension and paystubs and other forms of income such as rental income and contributions to the monthly household income. HPU responsible for decision logic for approval and denials of modifications. HPU reviewed eligibility for short sales and deed in lieu of foreclosure if a modification was not able to be approved.
Loan Servicing Specialist: April 2015 thru December 2016
Manage pipeline of 380 customers for foreclosure time for the reverse mortgage portfolio. New loan referrals and foreclosure information sent to the attorney within 24 hours. Manage reverse inbox internal inquires and respond to the inquiries within 24 hours. Post sales reporting to Fannie Mae as well as closing and billing of files for the attorneys. Auditing firms for accountability on First Legal filings to avoid penalties.
Home Preservations Specialist Reverse Mortgage: December 2011 thru April 2015
Manage pipeline of 450 calling customers to inform of status to account on a monthly basis. Running financial information for a possible repayment plans. Follow up for payments to be sent in. Connect customer to Credibility for financial assistance with their monthly budget if needed. Pull credit reports for verification of payments and companies for a possible repayment plan. Underwriting approval for repayment plans for customer. Assisting the due and payable department with inbound calls
Bankruptcy/Foreclosure representative: July 2011 thru December 2011
Outbound/ inbound calls to customers to advice of the foreclosure status.
Liquidations Department January 2011 thru July 2011
Outbound calls to customers to offer options such as short sales or a deed in lieu due to the account being in a foreclosure status. Department closed in July 2011
Loss Mitigation Representative: July 2010 thru January 2011
Outbound calls to customers to offer options for short sale or a deed in lieu. Was asked to join the liquidations team starting in January 2011.
Online Customer Service Representative: December 2008 thru July 2010
Assisted customer with password resets and online bill pay. Quicken download support
Customer Service Representative May 2007 thru December 2008
Inbound calls from customers assisting with checking and saving accounts. Problem solving unauthorized transactions and warm transfers to the correct department for further assistance.
Washington Mutual San Antonio Texas 78258
Customer Service Representative: May 2006 thru May2007
Inbound calls from customers assisting with checking and saving accounts. Problem solving unauthorized transactions and warm transfers to the correct department for further assistance.
Dollar General San Antonio Texas 78216
3rd Assistant Manager: August 2005 thru May 2006
Opening store and turning off the alarm. Preparing the store for the day with cash drawers for the business day. Stocking shelves with new merchandise .Closing duties included balancing the sales from the day and setting the alarm when leaving the store. Loss prevention. Coaching and training employees on the policies and procedures of the store
Awards and Accomplishments:
Quality Monitor average of 99.67 % year to date 2016 (Wells Fargo)
Company Team member of the month September 2015 (Wells Fargo)
Department Team member of the month September 2015 (Wells Fargo)
Q12 captain 2013 (Wells Fargo)
Employee of the month in January 2011 (Wachovia)
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