Customer Service Representative
Resume:
Addison, TX
VANESSA THOMAS
Summary
Analytical, result-oriented, self motivated professional with strong communication skills with over 10 years experience in mortgage, account management, claims processing, call center operations, and tax preparation. Highly proficient in providing quality, accuracy, developing creative solutions, and implementing objective decision making. Highlights
MS Office Systems
Mortgage Terminology
Quick Books
PTIN Certified Tax Preparer
Knowledge of VA,FHA, FNMA loan products
Analytical
Detail-oriented
Excellent communicator
Reliable
Experience
Loan Specialist
Countrywide/Bank of America
Sr. Workout Specialist 6/2008 - 5/2015
Responsible for reviewing current and defaulted loans 60+ days due. Reviewed credit, customer financials, BPO, and Appraisals. Made sure all tax, title, insurance and closing documentation was in place. Provided approval on modification terms.
Responded to customer, investor, and third party inquiries. Adhered to all federal and state compliance guidelines relative to retail mortgage lending. Determined appropriate rate locks, issuance of disclosures, overage and underage waivers and fee waivers. Effectively managed more than 250 client relationships. Researched insurance information and flood certificates. Implemented and distributed policies and procedures throughout department. Provided training and management procedures to new hires within department. A part of traveling team to review and underwrite mortgage loans in person through NACA Homesaver Program. Countrywide Home Loans
Tax/Escrow/ Insurance Specialist 5/2007- 6/2008
Request payment of homeowner's insurance and real estate property taxes. Assist with delinquency or tax liens placed against property for non-payment of taxes. Received calls and resolved issues regarding flood disputes. Increased departmental efficiency through research of escrow issues and procedures. Performed other work-related duties as assigned, which may include but are not limited to email and correspondence from customers.
Branch Servicing 8/2006 - 5/2007
Handled daily branch operations with customer contact and conflict resolution, including implementing and maintaining policies and procedures.
Assisted branch locations with credit approval, first payment disputes, and interest corrections. Reviewed and requested necessary corrections to closing documents. Applied loan administration knowledge (special loans, foreclosure, bankruptcy, payoff, investor guidelines, assumptions, etc.) for internal/external customers. Escalations 11/2005 - 8/2006
5905 Frontier Blvd #273, Mesquite, TX 75150 C: 469-***-**** *********@*****.*** 11/2004 to 07/2005
Irving, TX
06/2003 to 06/2004
Addison, TX
Mesquite, TX, USA
Received and handled escalated calls regarding customer concerns from loan products. Provided resolution to customer concerns through interaction with internal departments. Accurately provided knowledge of mortgage banking, including knowledge and familiarity with RESPA. Customer Service Representative 7/2005 - 11/2005
Responsible for answering inbound calls regarding mortgage loans. Ensured customer needs and concerns were adequately met. Cross-referred mortgage loan products.
Established promise to pay, collected mortgage payments, and outstanding fees. Additional duties included written correspondence, research, and outbound dialing for internal departments. Monitoring Specialist
Brink's Home Security
Monitored homes for intrusion of burglary or emergency. Dispatched calls to emergency services.
Security monitoring license received 11/2004.
Accounts Management
Excel
Responsible for incoming calls from customers regarding their home phone service. Made outbound calls to customers on accounts whose services were 30-120+ days delinquent. Scheduled payment plans for customers.
Assisted with inquiries regarding service.
Offered additional features available with home phone service. Education
Finance
Eastfield College
Currently working towards Bachelor's degree.
Coursework in Accounting, Finance and Business Administration.
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