Customer Service Manager

Christopher A. Coit

Cedar Hill, Texas ***** • 214-***-**** (Cell) or 469-***-**** (Home)

• Email: c.coit13 @yahoo.com

Professional Profile: Dedicated professional with diverse experience in office management; demonstrated ability to handle multiple tasks simultaneously with acute attention to detail along with a proactive approach to responsibilities, strong work ethic, and perceptive problem solving skills, effective communicator and planning abilities.

PROFESSIONAL EXPERIENCE

PNC Bank

March 2015 – Current Operations Supervisor

Supervise daily production to ensure all established and planned processing deadlines and service level commitments are met

Onboard new hires – orientation, benefit interpretation

Conduct regular performance discussions and reviews

Prepare and administer performance evaluations and corrective actions

Ensure all employees are HIPAA compliant

Prepare and document staff paperwork for FML, STD and worker’s compensation leaves

Complete and conduct career planning and development discussions; Prioritize and distribute work

Train and develop new and existing staff on all job functions and applications

Interface with various service partners to help in the diagnosis and resolution of staff, application and/or service problems

Process payroll utilizing PeopleSoft software

Bank of America

August 2010- May 2014 Mortgage Servicing Unit I Manager

• Supervises the execution of transactions and responses to customer, investor, or 3rd party related inquires.

• First level of management, supervising day to day activities of a team of 2-36 Servicing associates.

• Have an in-depth understanding of governing rules and regulations and the implication of processes on other groups within the department and other divisions in the firm.

• Oversees a more complex work function such as end to end Pod/Performance teams, Asset Manager teams, and Investor Reporting teams.

Bank of America

February 2010-August 2010 Mortgage Servicing Lead

• Supports the servicing of mortgage loans.

• The processing of routine transactions, documenting loan history, responding to customer, investor, or other 3rd party inquiries, researching and/or preparing documentation, or analyzing requests in accordance with established guidelines and determining appropriate course of action.

• Provide support and assistance to the Team Manager.

• Trains and mentors teammates.

Christopher Coit

Page Two

Bank of America/Countrywide Financial

May 2008-February 2010 Sr. Loan Servicing Specialist

• Managed a portfolio of over 200 files daily, which consisted of properties with detailed guidelines that required management or investor authorization/approval.

• Correspondence concerning accounts in any phase of delinquency, foreclosure and bankruptcy status to evaluate the feasibility of a pre-foreclosure remedy.

• Ensured necessary steps are taken to resolve short sale discrepancies within established deadlines and meet Investor’s and PMI guidelines.

• Examined credit bureau information, collateral valuation reports, tax returns, financial statements, HOA/Association documents, residential loan applications, real estate sales contracts and other short sale supporting documentation to verify customer financial and property data.

• Reviewed BPO’s and appraisals to evaluate purchase offers compared to the value of pre- foreclosure homes.

• Developed strong relationships with real estate agents and investors to conduct successful short sales.

• Assemble short sale packages to submit to lenders.

• Successfully obtained short sale approval/demand letters.

• Familiar with Fannie Mae, VA and FHA.

• Assisted with Special Projects/Task/Scrubbing Files.

• High volume customer service.

October 2006-May 2008 Team Leader Supervisor

• Managed a team of 15 Customer Service Specialists.

• Supervised Specialists who were responsible for processing foreclosures, taxes, escrow and insurance payments, in addition to assisting homeowners in disaster areas.

• Conducted performance evaluations, salary reviews, hiring, coaching, counseling, training and motivating.

• Ensured each Specialist established productivity and quality-standards were met.

• Performed portfolio audits in order to determine compliance, integrity and timeliness of the foreclosure processing.

• Implemented new procedures which may be required due to changes in the regulatory environment.

• Reviewed daily work-flow and seek efficiency within the process.

• Recommended ways to improve the team/departmental expenses while minimizing loss exposure.

• Evaluated training and development needs of staff.

• Provided appropriate opportunities for advancement and career paths.

• Prepared month-end statistical reports in order to record team accomplishments.

Additional Experience

Dallas County Juvenile Department May 2005-October 2006

Detention Officer II

TXU Energy Delivery May 2003-April 2005

Field Service Representative

Federal Reserve Bank of Dallas November 2001-April 2003

Command Center Officer

Education

Bachelor of Science in Criminal Justice - August, 2002

University of North Texas

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