Customer Service Representative
Resume:
Tonya D Lewis
****-*** ******* *****, *********, NC 28273
****************@*****.***
SUMMARY OF QUALIFICATIONS
Current knowledge of all relevant guidelines and regulations.
Ten plus years' experience in mortgage banking.
Proficient in processing loan modifications/loan processing with
HAMP/Investor guidelines.
Certificate of completion: Central Piedmont Community College:
Mortgage Math-Conventional Loan Processing-Introduction to Underwriting-
Introduction to FHA Lending
Knowledge and Skills
* Proficient in OCS, ISYS, DRI, Filenet, Mat Tool, Western Union, Hat
Shared Point Site and IP agent
* Mortgage Regulatory and legislative knowledge
WORK EXPERIENCE
CITIGROUP
2008-2013
Citimortgage, Fort Mill, SC
2010-2013
Bankruptcy Case Manager- February 2013 to December 2013
Manage a bankruptcy portfolio and queue management.
Ensure bankruptcy case accounts comply with industry laws.
Read and interpret legal documents.
Document Review Specialist-November 2012 to January 2013
Loan Processor
Submitting completed files to underwriting.
Independent Foreclosure Review Specialist-August 2012 to November 2012
Reviewed foreclosure files from inception to completion for audit
review.
Loan Processor/Loss Mitigation Specialist-February 2010 to August 2012
Familiarity and ensure compliance with investor guidelines.(ex. Fha, Fannie
Mae, Freddie Mac)
Review account details per underwriter/Communicate account information to
clients per underwriter.
Handle inbound/outbound calls for loss mitigation opportunities.
Senior Collector Representative-CitiFinancial Auto-October 2008 to February
2010
Contact delinquent accounts to perform appropriate collections.
Provide clients with loss mitigation tools when applicable.
Conduct inbound/outbound calls in centralized call center for auto
collections.
Wells Fargo Home Mortgage, Fort Mill, SC - Loan Servicing Specialist
2002 -2008
. Review loan information and verify accuracy of data to the system
and ensure the loan
Properly functions in accordance with the guidelines set forth within
the documentation.
* Perform life of loan audits due to errors discovered during verification
process.
* Mortgage telesales agent/customer service representative (9/2002 to
7/2006).
* Conducted inbound and outbound calls to obtain existing customers -
process applications;
* Verify W2 - income applicant eligibility. Determine monetary impact.
Concentrix, Henrietta, NY - Telephone Service Representative
2002 - 2002
. Grading instruction assistant for Cardean University online.
. Handle in bound and conduct out bound calls from centralized call
center.
. Provide account information to customer/students.
. Responsible for resolving student issues - data base errors.
Premier Auto Finance, Rochester, NY - Collector
2000 - 2001
* Responsible for collections of Automobile loans.
* Persistent yet courteous when calling customers who have delinquent
vehicle loans.
* Persuasive in having customers provide payment/ or make payment
arrangements at time of call.
EDUCATION
Associate of Science, Liberal Arts: Monroe Community College, Henrietta, NY
Additional Professional Certifications
Central Piedmont Community College, Charlotte, NC
Introduction to FHA Lending-April 2013
Mortgage Math- February 2011
Conventional Loan Processing-March 2011
Introduction to Underwriting-May 2011
Self-Paced Company Intranet Learning Site:
Texas 50(a) Loans for Processing and Underwriting-Retail Operations-
September 2012
Mortgage Income Calculations-July 2012
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