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Customer Service Manager

McHenry, Illinois, United States
June 24, 2019

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Ann Handrock

Versatile Account Manager with background in banking and finance. Consistently meet bank and customer service standards. Ready to tackle new challenges in position within Mortgage Servicing where talents in customer relationships and sales will be valuable. Highly detail oriented and professional. Successful at meeting and exceeding branch goals. Expertise in customer service relations and sales management. Versatile Banking professional successful at cross selling bank products and services. Hardworking and outgoing team member skilled in loss mitigation processes and management principles. Outstanding background in customer service, sales and banking. Addresses all questions and concerns with customer satisfaction in mind.

Contact Information

Ann Handrock

4508 Lakewood Rd.

McHenry, IL 60050


Work History

August 08, 2016 to May 20, 2019 Fay Servicing LLC

Account Manager

Responsibilities include but not limited to a variety of functions such as creating job aides requested by management. Managing a pipeline of accounts with goals to be met each month. Assisting other team mates and departments as needed.

Keep current with the market changes and regulations pertaining to mortgage servicing.

Make analytical assessments of mortgagor's financial standing, assist in the collection of financial documents, identify solutions, and successfully sell those solutions to their customers, elevating non-performing loans to performance or pursuing liquidation strategies to avoid foreclosure.

Properly document all borrower communications and workout options per regulatory standards.

Review and validate financial information and documentation provided by customers or their authorized agents.

Adhere to all corporate policies and procedures as well as internal, external and compliance guidelines

Maintain contact compliance with all assigned accounts.

Programs used AM Queue, Meridian, Doc Velocity, Black Knight MSP, and Microsoft Office.

September 30, 2013 to July 15, 2016 Dovenmuehle Mortgage Inc.

Senior Default Analyst and T&C Core Team

Previous position: REO Claims Specialist

Responsibilities include but not limited to a variety of functions, such as developing reports as requested by management. Maintaining a high level of reporting by analyzing, error checking and improving existing reports. Use passports to obtain information for reporting. Working with the T&C team on the transfer of new loans from existing and new clients. Handle paying invoices and processing FHA funds.

Processed REO properties from foreclosure sale date to property sold date. Worked with the asset management company coordinating the eviction, cleaning and sale of the REO property prior to sale date. Maintained high level communication with each employee of the asset management company, government agencies, various mortgage insurance companies and clients. Prepared and filed Claims, Pool Buyouts and Investor Billings for government agencies, various Mortgage Insurance Companies and clients. Processed and applied checks for each loan.

Programs used Black Knight LoanSphere, New Invoicing, New Imaging, Application Xtender, Director, CPI, Passport, Microsoft Office.

February 2012 to August 14, 2013 ACT Appraisal East Dundee, IL

Quality Control Assistant

August 12, 2010 to February 2012 JC Penney Johnsburg, IL

Office Assistant

February 2004 to January 2011 Domestic Engineer McHenry, IL

October 1, 1991 to February 2004 American Home Finance, Inc. Palatine, IL

October 1990 to October 1991 Don S. Samuelson & Associates, Schaumburg, IL Office Manager

April 1988 to October 1990 Ameritrust Mortgage Corporation, Crystal Lake, IL

Branch Manager (4/90)

Office Manager (10/89)

Closing Department Manager (4/89)

Loan Processor (10/88)

Loan officer (4/88)


Asset management















Microsoft Office



Reporting familiarity

Sales professional

Cash handling expertise

Relationship building and management

FHA loan process background

Customer service awareness


Project management

Resourceful nature

Cheerful demeanor

Team player

Verbal/written communication


Bottom Line Loan Master Loan Servicing

Financial Advising


Goals and performance

Relationship management





McHenry County College

Woodstock, IL


Johnsburg High School

Johnsburg, IL

High School Diploma

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