Customer Service Representative

Karen E. Smith

*** ********** ***, *** *****, CT 06511

203-***-****

Objective

Seeking a secure position within a growing or progressive corporation, where I can utilize my current training and

work experience.

Qualifications

• Unique combination of expertise in consumer and mortgage banking, working with delinquent and current

bankruptcy accounts.

• Efficient team player with abilities to perform independently

• Capacity to multi-task and handle tasks under strict time constraints

• Notary

Education

Tappahannock High School Advance Diploma

Computer Skills

Windows, Word Processor, Collection Management System, Recovery Management System (RMS), Lending Portal,

Citrix XenApp, Clarifire, STI-Mortgage Client Portfolio, On Line Letter Writer

Experience

2009- Present SunTrust Bank -Richmond, VA

Construction Perm Default.

• Incoming calls from customers regarding Loan Modification.

• Assist with the Prequalification Setups, Payoffs, Reinstatements, Special Project, and Connecticut Affidavits.

• Assist with Doc Preps for Final Modification, Hamp Trails, Apollo Trails and Hardest Hit Funds.

• FHA, FANNIE MAE, FREDDIE MAC, VA, PORT CONVENTIONAL LOAN, GNMA LOANS

2007-2009 SunTrust Bank –Richmond, VA

Mortgage Bankruptcy Specialist

• Responsible for handling loans impacted by bankruptcy from the filing date through the completion date of

the case.

• Manage workload to comply with investor requirements and government regulations in addition to federal

bankruptcy guidelines, court requirements and internal procedures.

• The set up and removal of Bankruptcy cases

• Review of Chapter 13 plans, filing of Proof of Claims and reviewed and work daily/weekly reports to handle

workflow.

• Respond to customer inquiries/calls and work closely with Attorney and Trustees.

2003-2007 SunTrust Bank – Richmond, VA

Consumer Bankruptcy Specialist

• Mitigate the banks’ financial loss by providing a systematic method to decrease charge off bankrupt accounts.

• Review new case files.

• Negotiate payment arrangements and settlements with debtors, attorneys and third party vendors.

• Order appraisals and title searches and recommend foreclosure and repossessions on delinquent accounts.

2002-2003 McKesson Medical Surgical – Richmond, VA

Customer Service Representative

• Communicate with customers and prioritize their orders.

• Troubleshoot customer concerns.

• Process credits, adjustments, faxes and drop ship orders

2000-2002 Cantor & Cantor Law Firm –Richmond, VA

Payment Clerk

• Receive payments for the North and South Richmond Courts regarding debtor’s fines

• File, balance and prepare bank deposits

• Provide excellent communication and customer service

• Run remittance report for each court, verifying employment and other duties as assigned.

1988-2000 Heilig Meyers Furniture – Richmond, VA

Collection Specialist

• Responsible for customer calls regarding 60 to 180 days delinquent accounts, complaints and disputes

• Interfaced with management to determine the best course of action to take in terms of finalization.

• Attendance of legal work such as warrants, garnishments, levies, repossession bankruptcy, skip tracing and

preparing of court docket.

Contact this candidate