Customer Service Administrative Assistant

Tanisha Spivey

Senior Processor - JP Morgan Chase

Naperville, IL

**************@*****.*** - 630-***-****

WORK EXPERIENCE

Senior Processor

JP Morgan Chase - Downers Grove, IL - September 2012 to Present

Communicate directly with customers and agents to achieve an ideal customer experience

• Review rate lock and point objectives for accuracy, ensure all pricing and fees are accurate

• Understand and abide by all Chase and Federal Compliance regulations, verify all pricing and fees are

accurate

• Review title insurance, flood, tax certificates, and surveys to ensure they meet guidelines

• Prepare and calculate income and assets thoroughly before submission to underwriting, when applicable

• Review and understand an agreement of sale, meet all closing and commitment dates, obtain and review

documents for acceptability against loan conditions

• Perform all validation requirements on applicable loan files, coordinate with buyers, sellers, title companies,

escrow agents, surveyors, and real estate agents to schedule closings

• Manage pipeline via daily pipeline reporting, effectively manage a minimum of 60 loans in process while

achieving acceptable cycle times

• Achieve and maintain acceptable customer satisfaction levels

• Assisted in the development of successful business strategies by providing proactive and constructive

feedback on techniques and strategies

Mortgage Services Specialist

HSBC Mortgage Services - Elmhurst, IL - February 2011 to September 2012

Process Modification applications for applicants who request, lower monthly payments for a short or long term.

* Collect on past due mortgage payments

* Take Inbound calls pertaining to past due payments and modifications.

* Place outbound calls to advise applicants on status of modifications request.

* Send confirmation e-mails on modification request and past due balances to bring accounts current.

* Promote excellent customer relations via phone, e-mail, and by letter.

* Follow company policies and procedures to avoid violating compliance.

* Communicated with customers about settlement offers.

* Calculated debt to income to determine settlement amount

Dispatcher

Comcast - Oak Brook, IL - August 2006 to August 2008

Assign and schedule work load, changes, trouble calls and disconnects for technical and field staff.

* Keeps records of repairs, installation, and removal of equipment and hours required on each job using

computer.

* Communicate directly with field technicians, customers, and cable system personnel via telephone and two-

way radio.

* Promote good customer relations through telephone contact within compliance of company policies and

procedures.

Office Clerk

Gallagher & Henry - Countryside, IL - September 2002 to June 2003

Typed letters, forms, checks, and other documents used for collecting, disbursing, and recording mortgage

principal, interest, and escrow account payments, using computer.

* Maintained records of mortgage loans

* Made calls or wrote loan applicants to obtain information for bank officials.

* Entered data into the computer to generate tax and insurance premium payment notices to customers.

* Prepared copies of documents for filing and mailing.

* Filed, typed, and operated standard office machines.

Administrative Assistant

Burr Ridge Financial Services - Hinsdale, IL - June 2002 to August 2002

Recorded and documented security transactions, such as purchases, sales, conversions, redemptions, and

payments, using computer.

* Verified ownership and transaction information and dividend distribution instructions to ensure conformance

with governmental regulations, using stock records and reports.

* Corresponded with customers and confers with coworkers to answer inquiries, discuss market fluctuations,

and resolve account problems.

* Filed, typed, and operated standard office machines.

EDUCATION

Computer Information Systems

College of DuPage - Glen Ellyn, IL

August 2003 to December 2005

High School Diploma

Lyons Township High School - LaGrange, IL, US

September 1999 to June 2003

ADDITIONAL INFORMATION

To become part of a dynamic team in a fast paced work environment that will allow me to incorporate my hard

work, to offering detailed oriented practices and initiatives daily.

Computer Skills

Microsoft Office, Excel, Word 2007, Basic Computer Programming, Outlook, Excellent Customer Service Skills

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