Customer Service Sales
Resume:
Jessica Cari Griffin
Elsmere, KY 41018
*******.*******@**.***
Objective
I am seeking full time employment as a Customer Relations Representative with Fifth Third Bank. I
would like to use my skills and knowledge in a role that will allow me to grow personally and
professionally. I look forward to an opportunity that will allow me to use my experience in mortgage
banking, credit card banking and customer service to contribute to the growth and success of Fifth Third
Bank.
Summary of Qualifications
• Certified in Microsoft Office 2007; including but not limited to: Word, Access, Excel, and PowerPoint.
• The ability to multitask while working directly with customer.
• Experience with HAMP: FREDDIE MAC, AND FANNIE MAE
• Conflict-resolution strategies and practices.
• Back end loan processing for home default mitigation programs.
• Familiar with HUD-1, appraisals, bank statements, 1003, and self employment loan documentation.
• Lien Release processing methodology for homes that were: paid off, foreclosures, etc...
Work Experience
Fifth third Bank
Client Relations Representative 01/14/2014 Cincinnati, OH
• Mortgage loan processor for wholesale division
• Well versed in the mortgage guidelines and follow all of the proper procedures to insure that our
loan is sellable to fannie and/or Freddie
• Use customer service skills to work with broker on collecting the correct documentation
• Stay up to date on training they may change guidelines
• Multi task on a daily basis- working on multiple loans at one time
Fifth Third Bank 08/2012- 01/14/2014 Cincinnati, OH- Adecco
Georgia Sales Pipeline Liaison
• Responsible for Pipeline updates provided to the Sales team.
• Working with fulfillment and utilizing UniFi to review each loan file to determine the status and
what action steps are needed to complete the transaction.
• Daily reporting to Affiliate based on Pipeline movement
• Responsible for communication between MLO and processor about what documentation is needed in
order for borrower to close loan on timely manner.
• Special assignments upon request
U.S Bank Home Mortgage 11/2011-05/2012 Owensboro, KY
Harp, Hamp, Short Sale Processor
• Worked with Fannie and Freddie to accommodate the needs of customers whose financial status
hindered them from making normal payments on loan.
• In charge of communication with Customer in order to gather hardship letter, bank statements,
appraisals, Verification of Income, etc.
• Managed anywhere from 50-75 loans at a time
• Completed a “Mortgage Banking Basics” course that allowed me to dive
extensively into the banking world, in order to become more knowledgeable about each
role within the bank.
• Practiced conflict-resolution often when working with customers due to their
frustration at inability to pay, and possibility of their losing home.
Lien Release Processor
• Worked within the lien release department in order to process liens for homes paid off,
sold, and foreclosed on.
• Worked with daily goal, in order to get so many lien releases processed each day.
• Familiar with lien release guidelines imposed for each state.
• Daily customer interaction via telephone, in order to answer any questions about what the
turnaround times were for the release.
• Familiarity with state websites in order to gain knowledge or information about a
person’s home that needs the lien to be released.
• Practiced conflict-resolution often when dealing with difficult or frustrated customers.
Citibank 10/2009-11/2011 Florence, KY
Collector1
• Worked on a dialer in order to call customers about credit card payments that were past
due.
• Worked in team environment which imposed strict scorecard rules, as well as, monthly
goals that needed to be met.
• Made collection calls, with customer service approach.
• Ability to multitask talking to customer while putting notes in their account.
• Worked with customers to find best solution for them if they were no able longer to pay
for their credit cards
• Practiced conflict-resolution daily when dealing with customers who had an inability to
pay.
Collector3
• Worked with high balanced MasterCard accounts, as well as, The Home Depot accounts.
• Generally worked with contractors whose businesses were failing therefore making it
difficult for them to pay their accounts.
• Worked in goal oriented setting, where each month there was a minimum amount that
was required to be collected.
• Familiar with collection guidelines as well as FDCPA regulations.
• Established rapport with customers, in order to gain trust in figuring out what their
situation was and what I could do to best help them.
• Practiced conflict-resolution daily when dealing with customers who had an inability to
pay.
Old Navy 06/2008-10/2009 Florence, KY
• Daily duties included helping customer service and point of sales.
• Responsible for selling credit cards.
• Practiced conflict-resolution when dealing with disgruntled customers.
O’Charley’s 01/2009-06/2009 Florence, KY
• Hostess
Education
2012 – Present: Gateway Community and Technical College; Park Hills, Ky.
Anticipated graduation 2014 – area of study, Natural Sciences
2011-2012: Owensboro Community and Technical College; Owensboro, Ky.
Prerequisites for Natural Sciences
2009 to 2010: Northern Kentucky University; Highland Heights, Ky.
Prerequisites for Natural Sciences
2009: Graduate of Larry A. Ryle High School; Union Ky.
References available upon request
Contact this candidate