Customer Service Manager

Terri L. Turner

317-***-****• ****************@*****.***

CAREER HIGHLIGHTS & SPECIAL SKILLS

Seasoned customer service professional in numerous industries • Demonstrated knowledge of client characteristics and needs • Exceptional

communicator with a keen ability to assess client needs • Reputation for consistently meeting challenging goals with success while remaining

vigilantly compliant

Positive Attitude Results Oriented Excellent Organizational Skill

Proficient with Microsoft: Detail Oriented

Word and Excel

PROFESSIONAL EXPERIENCE

DEDICATED LOAN SPECIALIST/FORECLOSURE PREVENTION SPECIALIST

NationStar Mortgage, Indianapolis, Indiana, July 2012 to January 2014

• Inform clients of final proposals of default resolutions on assigned mortgage loans

• Contact customers with severely delinquent mortgage loans for the purpose of working out repayment plans such as deeds in lieu,

short payoffs, and forbearances to cure the default

• Identify workout options based on financial packages, credit reports, appraisals, hardship information and investor/client guidelines

• Knowledgeable of branch systems (LSMAS), thorough understanding of government collection laws including the Fair Debt

Collections Act, ECOA, foreclosure and bankruptcy

• Applied for & selected for this position when NationStar Mortgage absorbed Aurora Loan Services via acquisition

CUSTOMER RELATIONSHIP MANAGER

Aurora Loan Services/ Aurora Bank FSB, Indianapolis, Indiana, Dec 2008 to June 2012

• Was the primary contact between Aurora Bank and its customers during the loss mitigation workout process

• Provided assistance, counseling, and timely updates in an effort to enhance the borrower experience and maximize workout

resolutions

• Was responsible for analysis of required documentation and monitoring to insure that processing, decision making, and any required

tasks are accomplished in a timely manner

• Worked with customers, real estate agents, attorneys and investors to develop workout solutions on mortgage loans such as repayment

plans, forbearance plan, loan modifications, short sales, deed in lieu

CUSTOMER SERVICE AGENT II

WellPoint via Knowledge Services, Indianapolis, Indiana, Sept 2007 to Aug 2008

• Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts,

eligibility and claims

• Developed and maintained positive customer relations and coordinates with various functions within the company to ensure

customer requests and questions are handled appropriately and in a timely manner

• Thoroughly documented inquiry outcomes for accurate tracking and analysis by operating a PC/image station to obtain and extract

information

CUSTOMER SERVICE ADVOCATE I

Conseco Services, LLC, Carmel, Indiana, Feb 2006 to Aug 2007

• Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts,

eligibility and claims

• Provided assistance and support research of standard to moderately complex customer inquiries

• Provided payment information to long term caregivers of previously filed claims

• Interpreted insured’s benefits to allocate payout per policy

• Was responsible for processing transactions as necessary and ensuring that all assigned duties were completed in a timely and

efficient manner

GENERAL CLERK II

MetLife, Tampa, Florida, Oct 2004 to Nov 2005

•Accessed image queue to match unidentified documents with the appropriate cases

•Assisted the MetLife, New England Financial Insurance and General American Insurance branch offices by locating documents that

were imaged, but never assigned to individual cases.

HIGHER EDUCATION

GENERAL STUDIES

Florida State College –Jacksonville, Florida – Have not obtained my Degree yet

Impeccable Professional References and Recommendations Available Upon Request

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