Customer Service High School

LaNae R. Thompson

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

Lancaster, TX 75134

214-***-**** Phone

*****.*.********@*****.***

Objective: To pursue a challenging career within an established company that offers growth potential,

allowing me to gain knowledge, use experience, display superior customer service and administrative

skills all while knowing success is achieved through team work.

Experience:

Nationstar Mortgage LLC Irving, TX February 13- November 13

Customer Relations Specialist III

• Ensures quality service and effective, efficient operational support for the assigned area internal

business partners and/or external customers/clients.

• Resolve the Customers, Congressional Agencies, Better Business Bureau (BBB) and State

Agencies escalated issues and/or concerns that the regular business unit was unable to resolve.

• Use sound judgment to recommend a solution that is practical and beneficial to the customer and

Nationstar Mortgage.

Wingspan Portfolio Advisors Frisco, TX

Customer Advocate February 12 – November 12

• Handle inbound via outbound calls.

• Complete a thorough research of customer accounts by communicating with multiple

departments.

• Validate customer issues and seek ways to resolve in one resolution attempt

• Assign cases to fellow negotiators in other departments to assist customers in retention options.

• Provide extended customer service, multi-program data entry into multiple banking systems, and

must make sure all cases are completely addressed to acquire audit approval.

• Required complete case closures by the assigned deadline date minimum 10 cases per week.

• Construct a letter to provide written confirmation that the customer’s issues have been addressed.

• Required to submit written response to regulatory entities: the Attorney General, Senators, Public

Officials, Office of the Comptroller of the Currency, etc.

Bank of America Plano, TX

Home Servicing Specialist II Feburary10- Feburay11

• Maintains a high level of customer service throughout the processing cycle of the refinance of

MHA/Conventional/FHA home loans.

• Verify conditions of approval which may include income/assets documentation, resolve routine

title issues to include vesting, liens, and judgments.

• Process subordinations, appraisal requests, and coordinate closing activities with all parties

involved to include the borrower, banking loan officer, and/or realtor.

Bank of America Plano, TX

SR. Loan Servicing Specialist July 09- Feburary10

• Engaged in direct contact with borrowers concerning their accounts.

• Modified existing first lien home loans based on investor’s approval of what product would be

more affordable for the borrower.

• Analyzed clients portfolios to include credit reports, bank statements, and tax returns along with

other income documentation to strategically offer the best loan product to fit their needs.

Countrywide/Bank of America Plano, TX

Production Assistant December 06 –July 09

• Accurately assist in preliminary loan origination, servicing current and new customers interested

in home loan financing options such as refinance or home equity.

• Designated trainer for new and existing employees on daily operation work flows

(inbound/outbound).

• Consistently meet and exceed department goals, earning “Best Quality”, “Most Valuable Agent”

“Top performer” and Attendance/Adherence awards.

Education:

Hillcrest High School Dallas, TX August 01 - May 05

• 3.25 GPA

• Student Relations Specialist/Event Coordinator - Student Council

• Track Co-Captain/Basketball –Student Athlete Top 5

Skills:

• All Microsoft software: LSAMS, Remedy Star, LPS, Venture, SharePoint, PowerPoint, Strata

Soft, AdvantEDGE, AS400 LS, Work force management (IEX), Outlook and Excel. Adobe

Photoshop, Edge, and Status Mart.

• Multi-line phone usage, Type 65 WPM

• Fax, copiers, printers and scanners.

• Exceptional written and verbal communication

References:

Available upon request

Contact this candidate