Customer Service Manager
Resume:
Will Lacy
Smyrna, GA *****
********@*****.***
Objective
My goal is to grow my professional career within the bank into senior leadership roles while contributing to and
developing the groups I operate in.
Education
Justin .F. Kimball High School, diploma, Dallas, TX, 2000
Prairie View A&M University, Bachelor of Arts, Prairie View, TX, 2005
Skills
Microsoft Word, Data entry, accessing and retrieving files, Microsoft Excel – Spreadsheets, Microsoft PowerPoint –
creating slideshow presentations
Internet – World Wide Web research, Decision Ready Automated Workflow Operating fax machine and printer,
Sharepoint, AS400, Creative writing, business / professional letters, Editing, organizing, and researching script
writing, Iportal, Iseries, Homesaver, Homebase, Equator, Loan Modification Portal
Skip Tracing Programs
Recovery Database Network, Windicium, Crimetime, TX DOT, Microbilt, IRIS, Public Data, Insight
Community Service
La Sima Foundation
Volunteered at the La Sima Foundation providing intensive and supportive outpatient drug treatment to narcotic
addicts.
Awards, Recognition and Career Highlights
Winner of Rubye Jones'26 Contest at Prairie View A&M University in 2004.
Published in Ebon Dialect- A Collaboration of Creative Consciousness in 2004.
Quality Excellence Award from Citigroup in 2007
Received Diamonds over Dollars Associate Recognition at Capital One Auto Finance.
Bachelor of Arts and Science, Degree in English with Communications Minor.
Received Global Recognition from Bank of America for services provided.
Top Score Card Certificate and WOW Certificates
Top Team for October 2011
Outstanding Quality Top Signer for March 2013
Professional Experience
Assistant Vice President; Mortgage Servicing Specialist III; LMA Development Operations – Bank of America
Home Loans – Loss Mitigation Affidavits [2/13-Present]
Ensure accounts are properly documented with actions taken to adhere to state and investor requirements, both
government and non government.
Prepare the LMA for select states before the attorney can proceed with the first legal or a judgment in order to
proceed with a foreclosure sale.
Guarantee that files are notarized based on state specific.
Attach LMA State Specific checklist with verifiable evidence.
Complete traceability of all LMAs, with evidence that documents followed the established process, and record all
supporting documents in Lender Processing Services.
Mortgage Servicing Team Manager – Bank of America Home Loans – Foreclosure [10/11 – 02/13]
Lead and support groups of 7-10 associates in a high-volume, multi delinquent portfolio of home loans.
Effectively manage multiple tasks/deliverables in a production – driven environment.
Compile and present team and departmental performance among my peers.
Regularly participate in management meetings/conference calls
Operate within both call center and foreclosure audit environments
Ensure daily strategy, including recent updates, LPH and Quality goals
Conduct weekly Quality reviews and Side by Sides, followed by feedback
Interim Assistant Manager - Bank of America Home Loans – Loss Mitigation [03/11-09/11]
Provide assistance and coaching to new hires as they transition to the collections floor
Assist collections associates in learning to utilize BAC tools to ensure the homeowner is given the correct
information regarding their account
Provide feedback to managers regarding new hire’s performance
Facilitate and prepare presentations for all new hire classes
Contact Home Loan holders in reference to mortgage.
Provide solutions via both inbound and outbound calls.
Educate and enroll customers on options/programs to keep them in the property.
Faith Family Academy – Substitute Teacher [10/09-06/10]
Monitored students conduct and behavior in grades K-12.
Provided curriculum and made sure assignments were complete by requested due time.
Maintained order in the classroom and provided feedback for Teacher upon return.
Capital One Auto Finance, Loss Mitigation Plano TX [11/08-08/09]
Contact Auto Loan holders in reference to account.
Provide solutions via both inbound and outbound calls
Educate customers on options/programs to bring account current.
Perform good quality calls
Document conversations/accounts thoroughly
Maintain high volume calls via dialer or manually
Assist customers with account delinquencies 30-96 days past due
Assist in training of new hires
Maintain a positive and professional attitude with manager and peers
Repossession Coordinator, Windsor Group, Dallas, TX [12/07-11/08]
Assigned investigator accounts to agents via fax and email
Maintained a good work relationship with agents via phone
Managed incoming and outgoing mail
Closed out accounts for clients, agents, and investigators
Upload condition reports, redemption releases, and other documents into RDN
Completed pay down report and daily tracking
Completed invoices for the investigators and agents
Create Spreadsheets with Excel
Create PDF's
Managed 200 – 300 accounts weekly
Investigator, Windsor Group, Dallas, TX [06/07-11/07]
Worked with charged off accounts
Searched for debtors via various skip tracing methods
Advised debtors of status of account
Utilized various programs to aid in skip tracing efforts
Collector II, Citigroup, Irving, TX [01/06 - 04/07]
Contacted private label card customers in reference to account
Provided customer service via both inbound and outbound calls
Educated customers on various options/programs as needed
Performed good quality calls (calls with Perfect Score Rating)
Documented conversations/accounts thoroughly
Maintained high volume calls via dialer or manually
Assisted customers with account delinquencies 5-180 days past due
Assisted in training of new hires
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