Customer Service Assistant
Resume:
Tracie Bryant-McCoo
Dallas TX 75287
*******@*****.***
SUMMARY OF QUALIFICATIONS
●Highly skilled Office Professional with extensive work experience in a high demand and fast paced environment.
●Expertise in general office duties to include front desk/receptionist/switchboard operations, mortgage banking, utility / billing management, and customer service
●Experience with preparation of contract launch packages and uploading/scanning contract amendments
●Technical Skills: Microsoft Office including MS Outlook and MS Excel
●Ability to communicate information in a clear, concise, and timely manner while using appropriate channels
●Strong verbal and written skills: manage and communicate effectively with internal and external customer
●Ability to prioritize heavy work flow and ability to multi-task; strong problem solving skills
●Familiar with quality and compliance standards
PROFESSIONAL EXPERIENCE
Various Companies – Career Consultant
February 2009 – Present
(Contract assignments ended – see companies below)
Franklin American Mortgage (May 2015- June 2015)
Utilize internal program to visually identify and validate data extracted from closed loan documents (including notes, flood certs, loan applications, and appraisals) Correct and key-in missing or invalid data when OCR discrepancies occur, complete specific data entry portions in the file review process through manual review of closed loan documents or through verification of OCR (Optical Character Recognition) software.
Concentra (February 2015-March 2015)
Review information in various systems such as sharepoint and ITAM to ensure that everything is complete and correct. If there is information missing, research and find the missing information to enter. Very familiar with using computers and toggling between screens to copy and paste inventory data in IT department.
Nationstar Mortgage Document Prep Specialist (July 2014-August 2014)
●Input existing or previous loans in Microsoft Excel spreadsheet (backlog support); recorded mortgage and title documents
●Prepared documents for image process.
●Copy, Sort, staple and bind copies for archive.
Ecova Utility / Billing Transfer Coordinator (January 2013-August 2013)
●Transferred utility services in banks name for foreclosed properties
●Cancelled utility services
●Sent inspections, meter installation requests, and past due status to Safeguard Properties for research and processing
●Communicated between gas, water and electric companies
●Ensured inspections were completed
●Ensured meters were cut on for properties and working properly
Dimont & Associates Document Review Specialist (June 2012-Dec 2012)
●Reviewed documents and photos of hazard and natural disasters for homes in order for claims to be filed
●Uploaded estimated cost of damages and processed conditions partnering with insurance adjuster
Bank of America Service Support Specialist (ILQA) – (October 2011-April 2012)
●Audit and research alternative loan modifications in Zenta and Accenture for approvals, declines and bankruptcy in foreclosure status
●Managed a heavy pipeline of 20 plus loans; process loans approved by an Underwriter or an automated decision system
Jack Henry & Associates Data Entry Processor (August 2010-Sept 2010)
●Input invoice data in check processing system; balanced check amounts in queue, reviewed check invoice amounts for errors.
Bank of America Customer Service Representative (March 2010-May 2010)
●Home Retention Department – Foreclosure
●Service loan modification with customer status and updates in Home Retention Department
Broadlane Assistant Portfolio Coordinator (December 2009-January 2010)
●Supply chain department - obtained overall support for Portfolio Directors including preparation of contract launch packages
●Scanned contract amendments through scanner, copied contracts from copier
●Input incoming mail in excel spreadsheet, fed-ex packaged outgoing mail signed and reviewed by portfolio manager.
Tenet Corporate Receptionist (February 2009-November 2009)
●Answer 40+ lines – incoming; rotate switchboard daily for the Office.
●Assist with clerical duties and outside vendors.
FTE – EMPLOYMENT HISTORY
WMC Mortgage Corporation, Dallas, TX
August 2006 - March 2007
Loan Underwriter (Company Closed)
●Service Conventional and HELOC Mortgage Loans – wholesale and subprime lending
●Develop and maintain basic knowledge of WMC's loan programs, and guidelines.
●Receive and input loans into Mortgage Flex, e-mailing notification to the Account Executive and Loan Analyst.
●Deliver loan files requiring underwriting to the Credit Analyst.
●Separate conditions received in mail and contact Production Assistant for pickup and delivery to Loan Analyst
●Determines the broker's status and notifies Production Assistant if the Broker is not approved
●Performs duplicate loan verification
●Pulls credit report for loan packages received
●Prints and mails off applicable State and Federal Disclosures within 3 business days, and complete all HMDA data.
●Stacks loan file and maintains performance levels consistent with established company policies
●Upload Loans in BDR Central system.
●Assist Loan Specialist Supervisor with broker approvals in all phases of approving/monitoring loans for conditions.
●Cross-trains and perform related duties as directed.
EDUCATION
Attended courses towards Business Management/Management degree
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