Customer Service Manager

N . Brian Reich

*** **** ****** ******, ** ***** 704-***-**** ***********@*****.***

Career Experienced in heavy consequence decision making, working under pressure and deadlines. Works well

Summary: alone with little to no supervision or as a team member. Effectively communicates ideas with upper/lower

management. Strives to be an integral asset to the company, seeking out better solutions for time

management and work efficiency.

Experience: Customer Service Rep. GM Financial Charlotte, NC

June 2013 - Present

Processes account updates for clients, through inbound and outbound calling. Provides alternate payment

arrangements, reminders and other tools to advocate for on-time payment schedules with individual clients. Expertly

executes billing and financial explanations, documents and other details. Provides education and guidance to

customers, as well as other agents regarding company policy and correct procedures. Manages client contact to meet

and exceed corporate financial goals.

Team Leader CoreLogic Charlotte, NC

September 2012 – April 2013

Primarily responsible for managing a team of 14 group members. Readily assists with questions and concerns.

Responsible for training and mentoring. Handles all accounts and paperwork in an efficient manner. Led team and

group meetings as well as trainings on a regular basis. Processed detailed mortgage paperwork with extreme

efficiency and care

Loan Servicing Specialist Wells Fargo Home Mortgage Fort Mill, SC

August 2007 – March 2008

Responsible for processing workout packages, ensure customers have sent in all the information needed for

processing. Provide analysis leading to the appropriate alternatives to foreclosure, while remaining within investor

guidelines. Research and resolving customer concerns pro-actively 40% of the workday. Provide required support to

internal customers to build a partnership promoting active workout solicitation. Help loan-holders to build

partnerships promoting active workout solicitation. Work in a fast-paced environment, effectively handling multiple

assignments with minimal supervision, meeting department performance actions.

Shift Manager ShawEDS Charlotte, NC

August 2007 – March 2008

Responsible for maintenance and safety records for specialty industrial vehicles, such as booms trucks and digger

derricks. Responsible for managing a crew of three to five mechanics. Provided leadership, training, motivation and

facilitated development processes for the crew. Often called up on by upper management to transport vehicles across

the country.

Able to read, write, speak and conduct business fluently, in both English and Spanish

Language

Skills

Technical Skills: Microsoft Office Suite, Vendorscape, CPI/Fidelity, HAMP programs, Webtrack, Loan Imaging Viewer, Early

Resolution, CLARA work rules, Default Loss Mitigation Reporting. Typing skills in excess of 45wpm.

Education: 2012 - Present Rowan-Cabarrus CC Concord, NC

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