Customer Service Office

VICTOR MENDOZA

**** ****** ***, **********, ** **545 H: 808-***-**** **************@*****.***

SUMMARY

• Self-motivated and dependable while achieving high performance with minimal supervision.

• Experienced Mortgage Loan Service agent with excellent client and project management skills. Action-oriented with strong ability to communicate effectively with technology, executive, and business audiences.

• Talented bilingual spanish call center operator with a strong background in customer service.

• I look forward to speaking with you further regarding your available position. SKILLS

• Computer proficient Client- focused

• Quick learner Calling center experience Inbound

• Microsoft Office - Outlook - Excel Outbound

• Positive learning process Tax preparer

• Excellent communication Knowledge to applicable laws

• Bilingual in Spanish relating to mortgage lending

• Fast typist Excellent negotiation techniques for

• Computer and keyboard literate Collections

• Excellent Counseling skills to help customers cure delinquency and avoid FC

• Medical accounts collection experience

• General stock room duties and inventory experience. EXPERIENCE

03/2013 to Current Delinquency Management

IBM SETERUS DURHAM, NC

• Communicate effectively and fluently in English, in verbal and written form; fluently read and understand complex documents in English.

• Respond to incoming telephone calls from customers in a professional and timely manner.

• Answer routine questions regarding a variety of account issues, including but not limited to, escrow accounts, balance and payment inquiries, interest rate changes, missing payment inquiries, address changes, and tax reporting information, requests for payoff and others.

• Make outbound new customer calls as new loans board, utilizing available scripts and excellent customer service skills

• Answer complex questions through research, and when appropriate and according to procedures, escalate to the correct person.

• Investigate and correct errors accurately

• Document all customer contacts in accordance with established procedures, using company guidelines

• Record pertinent information in the servicing system and/or database obtained through verbal or written borrower communication, including payment arrangements and other critical information.

• Carefully follow instructions contained in communication from management, either in the person or through writing or electronic media, updating procedures and activities as required by such communications, immediately upon receipt.

• Conform to all applicable laws relating to mortgage lending, as presented in the company training

• Photocopy, type, file, send faxes, perform database functions and perform other clerical duties as assigned.

• When required by management, for the furtherance of business goals for the Call Center, contact customers to collect delinquent mortgage loan payments and negotiate payment arrangements when full payment is not possible, using excellent and respectful negotiation techniques

12/2010 to 04/2011 Tax Preparer

H & R BLOCK Raleigh, NC

• Establish relationships with clients who will return for your assistance in a yearly basis.

• Temporary Par-Time Seasonal

• As a first year Tax Preparer, this season it was all about training in the Tax Preparer office environment. Work as a HR&Block bank agent, offering to open bank accounts to customers, credit cards and others regular bank services 01/2008 to 11/2010 BILINGUAL LOAN COUNSELOR 1

HOMEQ SERVICES Raleigh, NC

• Contacting and counseling delinquent mortgage loan customers. This is done through and auto dialer system for outbound calls, and also by receiving inbound calls, in an effort to bring the accounts to current status

• Assist customers with inquires, disputes and payment posting issues

• Maintain awareness of the need to conduct all collection activities within State, Federal and Company regulations and guidelines

• Aid in the control off (minimize) consumer delinquency

• Use all available resources to contact assigned customers

• Negotiate satisfactory payment arrangements

• Identify potential process improvements

• Identify potential fraud and notify department fraud coordinator

• Use influencing and counseling skills to educate customers on alternatives to cure delinquency, prevent foreclosure

• Use analytical skills to analyze customer financials to quickly assess potential account remedies/customer options

01/1998 to 06/2006 MAINTENANCE OFFICE SUPPORT CLERK (MOS) UNITED STATES POSTAL SERVICE Kearny, NJ

• Processed phone work orders and entering employees work time in a computer system, drove fork lift equipment when moving heavy items

(Possess CDL “B”)

• Handled general inventory services, location, balance on hand, receiving and shipping

• Assisted local worker and other post offices to get parts 1/1995 TO 12/1997 BUS DRIVER

TRANS ED - TEL# 973-***-**** EDUARDO THOMAS OWNER

SCHOOL BUS DRIVER WITH AIR BRAKES, POSSES CDL “B” HAZMAT, TANK, PASSENGER.

EDUCATION AND TRAINING

SOME BUS ADM COURSES

Wake Technical Community College Raleigh, NC

1997 ESL Passaic County Community College Paterson, NJ 1985 SOME COMPUTER ING COURSES

SAN MARTIN DE PORRES UNIVERSITY LIMA PERU

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