Customer Service Data Entry

Jody Willmott

**** ******* **** ****

Las Vegas Nv 89145

Cell Phone 702/349-9399

Email address *********@***.***

PROFILE

Assertive, proactive and friendly professional with experience in customer service. Attentive to

building loyalty and forging strong relationships with internal and external business partners. Core

competencies include Client Relations/Advocacy, Team Building, Pipeline Management, Documentation

Review, Training Procedure Development. Very adapt to change and learn new products and procedures.

EXPERIENCE

May 2000 - Feb 2014

Citibank, NA Las Vegas, Nv - Mortgage Loan Processor

Gather and verify documentation needed per guidelines for refinancing purposes. Daily interaction with

clients, other departments and vendors to complete in a timely and efficient manner via phone, fax or

email. Help with Training all new hires per management and current employees with goals that have not

been met. Implementation of all new policies and procedures. Updated system daily with all verbal and

written information received. Assure all loans have met conditions before closing.

Citibank, NA Las Vegas, Nv - Client Relations Advocate (Call Center)

Responsible for answering questions and concerns from clients and outside vendors concerning the

process of their loan refinance via Avaya system and email. Adhere to all procedures in notating system.

Provided excellent customer service. Took escalated calls from other employees per management.

Management monitored and scored calls.

Citibank, NA Las Vegas, Nv - Wholesale Closer

Responsible for validating that closing conditions have been met and accuracy of information input into

database. Prepare loan documents with proper escrow information and fees (within company guidelines.)

Work directly with the vendor to follow up for the final HUD and ensure funds are requested in a timely

manner. Work with client to ensure they are aware of any closing conditions. Maintain the highest

standard of customer service while supporting team goals and ensuring compliance to all policies.

Citibank, NA Las Vegas, Nv - Underwriting Service Representative-Data Entry

Responsible for inputting all information from loans to data base. Maintain efficiency. Assign files to

underwriting team in a timely manner and keep logs in Excel system. Prepare and order proper

documents (including appraisals) thru Campus Ship program, Revolve commission issues. Prepare daily

status reports for underwriting department. Assist sales department with welcome calls. Created and

maintained alpha filing system and control log for external vendor. Prepared monthly audits on declined

and withdrawn files for compliance department. Prepared and updated RESPA and ECOA

reports.

Nevada Medical Billing (DEMS) Las Vegas, Nv - Medical Billing Clerk-Data Entry

Jan 1990 - April 2000

Perform technical and all administrative duties. Data entry of all information on emergency room charts

including insurance and coding information. Customer Service including taking inbound calls in relation

to billing issues. Resolve all issues in a timely manner. Perform administrative duties such as creating and

maintaining filing systems. Operate and maintain fax machines, printers and assist with department

correspondence. Communicate efficiently using Medical Terminology. Responsible of coding medical

charts using CPT/ICD-9 codes in compliance with guidelines.

E D U C AT I O N

Western High School HS Degree 1975 Las Vegas, Nevada

Some College Courses-Community College of Southern Nevada

SKILLS

Type 45 wpm

Word, Internet Explorer, Excel, Vendor Management, Campus Ship, Avaya Phone Systems

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