Customer Service Real Estate
Resume:
Shanika A Clayton
Tallahassee Florida 32301
Ph: 904-***-****
***************@*****.***
Objective: Service-oriented Customer Service Specialist with 8 years background in Mortgage and healthcare. Passion and Motivated, with a drive for excellence.
Skills: Customer and Personal Service Active Listening, Critical Thinking, Interview Loan Applicants, Negotiation, Judgement and decision Making and Familiar MSP, Homesaver and Fidelity Computer Systems and The Adobe Software System.
Experiance:
Pnc Mortgage Jacksonville Florida
Mortgage Specialist
October 2011- June-2015
-Analyzed applicants' financial status, credit, and property evaluations to determine feasibility of granting loan modifications.
-Explained to customers the different types of loan Modification Options that are available, as well as the terms of those services.
-Reviewed Borrowers Making home affordable program package to ensure that documents are complete and accurate before submission according to the (CFPB) consumer financial protection bureau.
-Approved loan Modification and Shortsales within specified limits, and refer loan applications outside those limits to management for approval.
-Handled customer complaints and take appropriate action to resolve them.
-Stay abreast of new types of loans and other financial services and products to better meet customers' needs.
-Reviewed and updated credit and loan files.
-Submitted applications to credit analysts for verification and recommendation.
-Maintained Semi weekly modules to maintain company compliance and Mortgage Policy regulation.
-Confer with underwriters to aid in resolving mortgage application problems.
-Prepare reports to send to customers whose accounts are delinquent, and forward irreconcilable accounts for collector action.
-Trained New Hires and Maintained weekly training courses to adhere to company and state regulatory guidelines.
-Arrange for maintenance and liquidation of delinquent properties.
-Assisted Non-Englished Borrowers and and legal 3rd parties with the language line to facilitate accurate information thru out the entire call.
-Attended Quarterly Seminars to assist Borrowers and Legal personal on how to fill out the Home Affordable Modification packages and Answered questions concerning Complaints.
Bank of America Jacksonville Florida
Document Specialist Phase1 / Phase 2 Short Sale Negotiator
October 2010 October 2011
-Analyzed the borrower’s financial statements, tax returns, credit reports and the value of collateral to recommend the most appropriate alternative to the customer and make recommendation to management.
-Negotiate payoffs, settlements, and non-liquidating workout programs according to company and various investor guidelines.
-Exercise effective problem solving skills and initiative to meet goals associated with curing loans, settling accounts, saving charge off, etc.
-Removed and Updated allowable and non allowable fees to make sure the settlement statement is accurate and complete
-Maintained Listing Agreements, Purchased Contracts, Hardship letter,tax returns, BPO's MLS Listing agreements to assure that Shortsale Contract is process successfully.
- Received and assisted borrowers, real estate agent, attorney and authorized third party questions regarding short sale and deed in lieu of foreclosure requests.
- Provided approvals and declines letters to real estate agents, attorneys, and authorized third parties.
- Declined purchase offers with excessive variance between purchase offer price and company-determined property valuation.
- Submitted negotiated files to senior management for approval.
First Coast Service Options Jacksonville Florida
Medicare Specialist
September 2009- October 2010
-Processed all Medicare enrollment transactions in accordance with CMS regulations and company policies and procedures. Sends notifications to enrollees as required.
-Investigated and documented Medicare Secondary Payer, HIPAA determinations and any type of member classifications to ensure appropriate CMS payment.
-. Worked premium delinquency reports. Ensures members are sent the correct notification in regards to premium delinquency status, and that members are terminated as required for non-payment
-Answered telephonic and/or written communications from both internal and external customers regarding eligibility and billing concerns pertaining to the Medicare line of business. Researched and conducted follow-up on eligibility related appeals
-Maintained and attended Module Classes to keep up to date with new regulations and procedures
-Ability to make eligibility determination based on CMS (Part A/ Part B and Durable Medical Equipment Eligibility)
-Enrolled Medicare Benefiaries into the Prescription Drug plan
-Researched Explanations of Benefits Documents To verifiy payment for services that was rendered from providers
-Attended Monthly Seminars to assist Medicare Providers with Medicare Enrollments Forms and Assisted Medicare Benefiaries with The Medicare HMO and Prescription Drug Plans.
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