Customer Service Specialist
Resume:
BARBARA A WILLIAMS
**** ********* **., *********, ** 28262
**********@*****.***
Professional Summary
More than ten years of professional experience in Administration, Customer Service, and Loss mitigation
Specialist/Quality Control and Customer Relationship Specialist II/Process Support Specialist II. Enthusiastic team
player, able to communicate effectively with colleagues, supervisors, clients and ability to work independently with
good organizational and communications skills.
Skills
• Proficient in all facets of Microsoft office-software in using
• Personal computer skills in such programs as Microsoft Windows,
• Microsoft Word, Excel Access, PowerPoint, Window NT and Navision Attain,
• AS400, Web based systems:
• LPS, AWD, Sales Force, Siebel, IPortal, LAMP, LMA: Additional systems: AS400, LandSafe loan
Modification Portal
• Loss Mitigation: Home Saver, Contacts, Financials, Workout Package Tracking
Work History
Processor Support Specialist II 08/2013 to 08/2014
Bank of America – Charlotte, NC
• Handled and logged more incoming work of transactions related to Loan Modifications with limited
supervision to complete daily tasks/ duties.
• Processed and reviewed routine transactions/ forms, and documenting loan history record. Scanned
documents into customer files when received, responded to customer or other 3rd party inquiries, researching
and/or preparing documentation, and analyzing requests in accordance with established FHA and HUD
guidelines to determine appropriate courses of action if needed.
Customer Relationship Specialist II 05/2011 to 08/2013
Bank of America – Charlotte, NC
• Developed a strong and trusted relationship with customers through timely and accurate communications who
files were in default or imminent default with a focus on loan modifications, collections, repayment plans,
special forbearance, short sales, and/or foreclosure.
• Managed high volume/answering 80% of customer calls to ensure excellent customer service and satisfaction.
• Maintained and updated documents related to customer accounts, validated and qualify new customers before
referring to the appropriate Underwriter for review.
Home Service Specialist II 11/2010 to 05/2011
Contractor/Bank of America-Charlotte, NC
• Managed a fluctuation pipeline which consisted of 150+ loans.
• Ordered credit reports, and submitted loan documents to DU/LP systems.
• Reviewed and delivered high quality and error-free files to underwriting.
• Responsible for verifying conditions of approval which may include customer income/assets.
Processer Assistant 09/2010 to 10/2010
Contractor/Hewitt Insurance-Charlotte, NC
• Spoke to customers to obtain information that is needed for an insurance application.
• Maintained accurate files for each policyholder or client including policies that are nearing renewal or
policies that are being canceled.
• Entered policy data in a timely manner into computer for new clients and updating information for existing
clients.
Loss Mitigation Specialist/Quality Control 08/2008 to 07/2010
NACA-Charlotte, NC
• Counseled delinquent homeowners regarding their delinquent accounts as well as assisted them in creating
budget to enable them to afford their mortgage.
• Obtained mortgage documentation, paystubs, credit authorizations, household budget, bank statements, and
liability information to add to the NACA database. Submitted a restructure to the homeowner’s mortgage
lender requesting an affordable payment and lower/fixed interest rate.
• In special circumstances, submitted temporary forbearance agreements and principle reduction requests to the
mortgage lender. Reviewed Auction files to ensure all required documents in place before forwarding to the
lender.
• Mentor new Home Save Counselors on the NACA system and process.
Education
Associate of Arts: Business Administration
• Kriser College, Tallahassee, Florida
Accomplishments
• Earned certificates/Bronze awards for being one of the top performers & outstanding customer service.
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