Customer Service Representative

dawn kretchmar

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

Woodbridge, VA *2193

Cell 757-***-**** ********@*****.***

SUMMARY

Current administrative and mortgage servicing professional. Versatile, reliable and efficient with 9+ years experience supporting managers, clients and consumers in high paced corporate environments. Excellent phone and digital communication skills. Diversified skills include Microsoft Office, Windows, and various company specific databases.

PROFESSIONAL EXPERIENCE

LOANCARE (A DIVISION OF FNF/SERVICELINK), Virginia Beach, VA 2012-2015

Per National Mortgage News, the Third Largest sub servicer in the United States with over 550,000 loans, totaling $440-plus billion in loan balances.

Default Compliance and Reporting Specialist

Prepared loans for foreclosure review

Mailed, updated, and ordered default letters

Audited default reporting to ensure compliance with government, investor, and client guidelines

Provided feedback to default departments to ensure timely and accurate reporting of information

Assisted recovery department with overflow of inbound calls

Ordered and documented attorney fees associated with pending foreclosure

Educated borrowers, realtors, attorneys, and loan counselors about the loss mitigation process

Mailed Loss Mitigation packages to borrowers

Opened and closed workstations correctly and timely

Registered default letters

Responded to escalation requests within 24 hours of receipt

Coordinated with title companies to resolve title issues

Reconciled exception reporting in accordance to process validation

Researched and validated potential default events

WELLS FARGO BANK, Des Moines, IA 2009-2012

American Multinational banking and financial services holding company, recently named largest bank in the world by market value

Loan Adjustor/Home Preservation Specialist

Decreased customer escalations by 10%

Analyzed credit information to determine accurate debt to income ratios

Monitored adherence to terms of agreement

Exhibited effective skip tracing techniques to establish contact with delinquent borrowers

Offered various options and solutions to resolve borrower delinquency

Reviewed system of record in order to address borrower inquiries

Documented system of record with demographic information

Conducted periodic audit of files assigned

Restructured payment plans as needed

Assisted in handling restructure of problem loans

Maintained superior quality assurance results

Worked with attorneys, county tax collectors and third parties to obtain additional information required

Advised borrowers of any liens placed on loans

LIBERTY OF OKLAHOMA, Enid, OK 2007-2009

Prestigious privately held organization known for attention to detail, service excellence, and providing exemplary patient care.

Shift Supervisor

Assigned daily duties to reporting staff

Scheduled all client activities

Ensured proper adherence to safety and security guidelines

Maintained injury reports in appropriate company database

Assisted with medical and physical needs of client and staff

Completed payroll entry

Reviewed inventory reports to determine accuracy

Conducted employee performance evaluations

Organized patient files

Administered medication

Filled positions during periods of limited staffing

EDUCATION

Associates in Arts Degree, Hagerstown Business College, Hagerstown, MD

SKILLS

55 + WPM typing speed

150 KSM Calculator Speed

ACCOMPLISHMENTS

2014 and 2015 Perfect Attendance (Loancare)

2014 Nomination for Service Champion Award (Loancare)

2008 Quality Excellence Award (Wells Fargo Bank)

2007 Employee of the Month (Liberty of Oklahoma)

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