Customer Service Representative

Blanca Quinones

*** ************* ******, ********, ** 11207

Mobile: 917-***-**** Email: ***********@*****.***

Career Profile

Highly accomplished and results-driven professional, experienced in all aspects of the mortgage servicing industry.

Strong written and oral communication skills, detail oriented and a flexible team player. Able to multi -task and

produce quality results with minimal supervision.

Areas of Expertise

Dispute Research & Resolutions Training & Development

Fraud Detection & Determination Team Leadership/Motivating

Solutions Advisor Highly Analytical

Career Highlights

Achieved an un-matched monthly 100% score on the E-Oscar System as a credit report adjuster. Managed and

trained staff for the Research and Complaint Department. Streamlined procedures for Identity Theft claims to

aggregate, attest and summarize research findings for investor review and approval. Formalized and instituted a

process for handling “death of spouse” notifications, sensitively and accurately, which resulted in a reduction of

consumer disputes. Successfully project managed time sensitive inter-departmental projects. Served as the lead

Spanish speaking customer relation’s representative.

Professional Narrative

Franklin Credit Management Corporation, New York & Jersey City, NJ 1998 – 2014

Dispute Research & Resolutions / Credit Report Adjustments / Customer Service Representative

Researched and responded to all disputes including regulatory disputes from the Better Business Bureau,

Attorney General, Department of Banking and Consumer Financial Protection Bureau (“CFPB” )

Conducted Research and determination of ID Theft claims, and composed Suspicious Activity Reports

(“SAR”s) for review by management, client relations and investor approval

Grand Jury Subpoena processing and coordinated with management and internal legal team

Performed investigative research for public record searches via the Real Quest System

Submitted credit approval request forms to client relations for charge offs and/or uncollectible loans

Provided case by case research synopsis to client relations for investor review and approval

Processing of all Qualified Written Request in compliance with CFPB guidelines

Successfully met monthly goals for the processing of Debt Validations

Updated and resolved credit reporting discrepancies via the E -Oscar System

Mortgaged portfolio and document review to ensure proper compliance requirements were met

Managed front desk and reception area on a daily shift basis

Escrow Department Team Leader, processed large volumes of property tax payments, contacted various

tax collectors for updated tax information, contacted consumers for tax payment verification for non -

escrow loans, Data input of parcel tax ID numbers, Escrow Analysis preparation and mailing to consumers

Processing of payoff letter requests as well as verification of final payoff figures

Collection and follow-up of short payoff funds received from various entities

Review of unapplied report and provided allocation instructions to the Accounting Department

Reviewed Note documents for pre-payment penalties including data input of said penalties if applicable

Notarization of legal documents in the state of New York

Blanca Quinones Page 2

M & T Bank, New York, NY 1994 – 1997

Mortgage Servicer / Customer Service Representative

Effectively responded to consumer inquiries in person, via telephone and written communications

Consistently met processing goals for mortgage verifications

Compiled the necessary documentation for loans in foreclosure

Accepted, directed and documented mortgage loan payments

Reviewed unapplied funds report and advised the processing department of proper allocation

Investigated funds verification for returned checks and re-deposit of same if applicable

Handled collection of late payments and data input for the monthly delinquency report

Collection of unpaid late charges and data input for the monthly late charge report

Atlantic Bank of New York, Queens, NY 1988 – 1994

Mortgage Servicing Representative / Escrow Administrator

Data entry of property tax information

Accurately processed large volumes of property tax payments

Preparation and distribution of Escrow Analysis to consumers

Obtained the necessary documents for assignments of mortgage

Data input of recorded mortgage information

Effectively responded to consumer inquires via telephone, in person and written communication

Preparation of payoff letters and verification of final payoff figures

Maintained files and review of mortgage loans

Education

Certified Administrative Assistant, Crown Business Institute

Certificate from the International Writing Institute

Notary Public, State of New York

Bilingual: English & Spanish

Proficient Computer Applications

Microsoft Word, Excel, Outlook, Interlink Loan Servicing System (“ILS”), PACER, Real Quest Property Search System,

Aspen Document Retrieval, CFPB Dispute Portal, E-Oscar credit reporting system, CBC Innovis Data Solutions,

Internet Research

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