Customer Service Real Estate

RACHEL YOUNG

**** ****** ***.

Willow Grove, PA *9090

215-***-**** -H

215-***-**** -C ********@*******.***

PROFESSIONAL SUMMARY

Excellent communication, interpersonal, computer and analytical skills. A dedicated, hardworking team player who

enjoys multi-tasking and working with detail, advanced skills in entire MS office applications.

PROFESSIONAL EXPERIENCE

April 2010 to April 2013 Merck Pharmaceutical, Horsham, PA

Customer Service Specialist

• Conferred with internal Merck associates and/or external customers (physicians, pharmacists, and consumers)

in order to provide information about Merck Pharmaceutical products and/or services.

• Identified and Document Adverse Events from Field Representatives, Physician's offices, and/or Consumers.

• Identified and Document Product Quality Complaints from Physicians, Pharmacies, and Consumers to

include intake of complaint, product retrieval and product replacement and follow up work requested by

Quality Investigative Division.

• Completed and certified on the Samples and Product Training for Merck and Schering-Plough Legacy

Products, and Product Quality Specialist. Responsible for the knowledge of all Merck Pharmaceutical

Products, including updates in the prescribing information.

• Responsible for meeting predetermined metrics of data integrity, total handling time, after call work,

monitoring scores, Adverse Event Clarification, and Customer Satisfaction Survey Results.

GMAC COMMERCIAL MORTGAGE/CAPMARK FINANCE INC., Horsham, PA

Client Relations (2002-2009)

Liaison between borrower, customer relations operations group, production personnel, trustees and rating agencies.

• Managed all escalated and/or complex issues that include decision-making.

• Handled all correspondence, call center representative.

• Addressed and responded to inquiries from borrowers regarding payments, payoffs, satisfactions, replacement

reserve requests, ARM adjustments, taxes, insurance, escrow analysis, late charges, insurance loss etc.

• Handled daily call queue of inbound & outbound calls during the course of the day.

• Processed payments received in the main office & posted to the accounts.

• Ensured that loans and related pools were serviced in accordance with the terms of the loan documents.

• Analyzed real estate collateral and information and posted the monthly Watchlist report to website.

• Communicated with internal staff to analyze data requested by rating agencies, investors and subscribers.

• Monitored Specially Serviced assets for conditions that may cause a reduction in value.

• Prepared Non Recoverability Determinations on all loans which met advancing risk criteria.

• Read and abstracted legal agreements and other contract documents for the assigned portfolio.

• Performed a lead role in developing, generating and analyzing custom reports.

• Monitored the entire portfolio of servicing assets including mortgages, assets, and lines of credit.

• Performed at a decision making level to lead special projects and assignments with limited supervision.

• Responsible for producing the reporting, data transmission and remitting for each designated investor.

• Reconciled Principal & Interest accounts.

• Processed wire requests for transmission of funds to designated parties.

• Produced and reconciled each monthly report as required.

• Reviewed legal documents, deal procedures and summaries. Assisted the accounting Liaison & administrator.

EDUCATION

Kutztown University, Kutztown, PA- B.A. – Business / Communications

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