Customer Service Manager

Carolina Galvez

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

Plano TX *5093

Cell: 818-***-****

Email: **********@*******.***

QUALIFICATIONS:

Accomplished leader with 13 years of mortgage experience within BAC. Proven

ability to work effectively in a team environment and/or independently.

Excellent problem solving, decision-making, and leadership skills

1. Work well with little to no supervision

2. Bilingual English/Spanish with the ability to translate

3. Ability to prioritize and remain focused on the essence of an issue

4. Excellent with customer support services

5. Skilled at learning new concepts quickly while working well under

pressure

1. Consistently exceeded dept. set standards and deadlines while

maintaining accuracy, efficiency and quality.

EXPERIENCE:

11/12-Present Bank of America

West Hills, CA

Foreclosure Specialist Lead

1. Take responsibility for work ensure assignments are completed by the

given deadlines which includes reaching out to other team mates to

offer assistance. Continually maintain a commitment to high quality,

error-free work.

2. Take the initiative to request assistance if assigned work is not able

to be completed on time.

1. Balances multiple, often changing, responsibilities and tasks.

3. Assist with special projects as assigned by management.

4. Hold self and others accountable for high performance standards.

5. Verifies the accuracy and completeness of own work, and others' work.

6. Create a risk culture by holding self and others accountable for

managing risk in daily business activities.

7. Ensure that all "At Risk" loans are worked as a priority per workgroup

addendum.

8. Proactively anticipate and identify concerns/issues as part of one's

daily responsibilities

9. Identifies updates needed to job aides and procedures.

10. Promote an environment where risk remains top priority and is openly

discussed and debated.

11. Process Band 6 Level task/audits.

12. Monitor and verify all work is completed on a daily basis for the

team.

13. Ensure policies and procedures are on hand at all times.

14. Makes timely and fact-based decisions.

15. Holistic Loan Review - Complete loan level research utilizing all

available systems.

16. Follow current escalation procedures.

17. Reach out to other departments or attorney offices for assistance via

email, intercom or phone

18. Escalate issues to management.

19. SLA Manager adherence.

20. Subject Matter Expert (SME) - Transfers knowledge of the business to

others.

21. New hire/ additional training.

07/10-Present Bank of America

West Hills, CA

Foreclosure 2nd Level Support Lead

1. Provide live assistance to CRMs and Concierges with the customer on

the line (three-way call) and speak directly with the customer to

answer his or her foreclosure questions accurately as a subject matter

expert in foreclosure providing a positive customer experience.

2. Review Hold and Issues, Warning Code Change and other special

Projects.

3. Create Team schedule

4. Monitor Canvas for efficient phone coverage

5. Oversee Team in Team Manager absence

6. Perform Foreclosure Specialist responsibilities

7. Provide support for team mates

8. Assign and distribute daily workflow

9. Review and monitor of Team queues to avoid delinquencies

10. Train and coach new and existing staff

11. SPOC backup support

12. Provide support for Manager as well as Unit Leader

Foreclosure Specialist I

1. Experience and knowledge of the tools necessary to assess performance,

as well as experience with loans in default, imminent default, short

sale/DIL, and foreclosure.

2. Strong Mortgage Default/Foreclosure experience with knowledge of

policy and procedures, transactions, processes and documents.

3. Met and exceeded Department expectations on all score cards by

accurately and effectively process of job duties and responsibilities

with no errors in a timely manner.

4. Due to effectively manage of time I have been able to help team

members and new hires by provided side by side training.

5. Provided loan status or sale results, for review purposes to investors

and management.

6. Changed codes accurately and transferred property to the next

department or process with no delay.

7. Established document control by document every detail in every loan

worked.

8. Lead team meetings effectively and provided support to the team while

TML not in or not on the floor by sending reports, updates, answering

questions or escalating issues to other team leaders or correct

contacts.

9. Mitigated risk in order to provide great quality of work. Handled high

risk reports in a very timely, accurately and efficient manner.

10. Administered a queue of loans from the beginning of foreclosure

referral to completion of sale.

11. Evaluated a portfolio of loans to review holds as well as issues that

need to be addressed in a appropriate manner to help ensure business

workflow remain and stays on track accordingly.

12. Interacted via email and telephone with requests and questions from

attorneys, and other servicing departments in order to meet timely

goals and objectives.

Countrywide Financial

September 2001-August 2006

Simi Valley, CA

August 2006- December 2010

Los Angeles, CA

Payment Technician II

Payment Processing Department

1. Responsible for the timely and accurate handling and processing of

approximately 940 million mortgage payments and the depositing of

approximately $1.2 billion on a monthly basis.

2. Some critical functions include the processing of checks for

foreclosure, re-instatements, payoffs and other high priority

payments.

3. To provide workflow management support, overall training to the Mail

Processing and NCR Image Remittance Processing units.

4. Interface with internal and external Loan Administration Dep. to

clarify procedures and/or assist in account research/analysis as

needed to solve posting issues.

5. Process Payments Transactions through NCR transports 7780/Itran.

6. Performed data entry using check images and payment coupons. Run

Access queries and review results to catch possible department's data

entry errors.

7. Generate necessary deposit reports and prepare checks for deposit.

8. Experienced in all units within the Payment Processing department.

Cash Management Tech SR

Cash Management Department

1. Responsible for the timely and accurately clearing of funds through

wire and check requests, reversals and posting per various

Department's requests like Foreclosure Acquisitions, CLD, Investor

Accounting, CMD( clearing boarding balances).

1. Zero coupon process and Previous Lender NSF requests.

Education

Los Angeles Pierce College (1995-1998)

. Business Management Business, Business Law, Finance,

International Business, Marketing, Real Estate.

ICDC College

(2010)

. Homeland Security and Investigations

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