Customer Service Training

eddie c. wong

Warminster, PA *****

215-***-**** *******@*****.***

www.LinkedIn.com

Summary

Results-oriented, motivated professional with extensive experience in

mortgage counseling and consistent success in achieving corporate

objectives in a timely manner. Provide excellent customer service. Ranked

1st and 2nd in overall customer relations at Fannie Mae - Philadelphia and

group, respectively, 2014. Recognized for community outreach skills

Areas of Expertise:

Foreclosure Prevention Credit Report Counseling Debt Management and Budget

Resolution Counseling Counseling

Foreclosure Mediation Community Outreach Fluent in Speaking and

Meeting Activities Reading Chinese(Mandarin

and Cantonese)

Professional Experience

Fannie Mae, Philadelphia, PA 2013-2015

Foreclosure Prevention Counselor, Mortgage Help Center

Educated and assisted borrowers in preparing and assembling the information

and documentation required by the servicers, such as mortgage servicing

company like PHH and etc. for evaluation of resolution options.

. Gathered all required forms, authorizations, and documents from

borrowers. Reviewed borrower financial records to ensure accurate

completion. Completed and submitted 33 vs.25 monthly requirement Workout

Request Packages to servicers electronically.

. Conducted follow-up communications with servicers and borrowers weekly.

Addressed deficiencies in packages, inquired about status of cases, and

escalated protocol.

. Analyzed clients' goals by reviewing all resolution options and

underwriting guide lines.

. Assisted borrowers in understanding and implementing workout options

including discussion of terms of modification offer and/or other options

presented by the servicers.

. Assisted borrowers with follow-up actions required of the borrowers in

order to obtain a workout option.

. Maintained all necessary documentation to allow for accurate case

tracking and reporting.

. Supported outreach activities including attending events, organizing

workshops, conducting out-bound calls, and organizing direct

consultations between servicers and borrowers.

. Ranked 2nd of 20 Most Accomplished Customer Service Professional in

Philadelphia/Dallas

Philadelphia Chinatown Development Corp., Philadelphia, PA 2015-Present

Volunteer

. Lead foreclosure guidance seminars in Chinese.

. Training in grant proposal writing.

. Coordinate community workshops and events.

. Write articles for monthly community newsletter.

. Provide consulting services for housing counseling programs.

. Provide general office support.

Clarifi, Philadelphia, PA 2005-2012

Certified Credit Housing Counselor

Provided credit counseling to Chinese immigrants while developing

strategies for the following in bilingual, multicultural settings.

. Debt management and consolidation, credit repair and education, home

buyer education, mortgage delinquency, foreclosure mediation, personal

budget development.

. Presented workshops on credit, budget and home ownership in Chinese and

English.

Related Experience

Prudential Financial, Trevose, PA

Financial Service Associate

Prudential Insurance Company, Fort Washington, PA

Senior Life Underwriting Associate

Education

B.S., Quantitative Business Analysis, Penn State University, University

Park, PA

Professional Development

MS Excel, Skill Soft via Lee Hecht Harrison (LHH)

Professional Presentations

Location: Philadelphia Chinatown Development Corporation

Money Smart: Household Budget Control Strategies & Retirement Planning, ID

Theft: How to Avoid Becoming a Victim

Understanding Your Credit: Understanding Credit Reports & Improving Credit

Standing

Professional Affiliations

Languages

Fluent in Chinese (Mandarin and Cantonese)

Awards and Acknowledgements

Ranked 2nd of 20 Most Accomplished Customer Service Professional, Fannie

Mae - Philadelphia/Dallas

Rated Top Five Percent of Employees, Fannie Mae

Technical Training

Certifications and Licenses

Credit Counseling Housing Counseling

NCHEC Certified Hemap Training

Advance Foreclosure Training Home Equity Conversion Mortgage

Counseling

Contact this candidate