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Customer Service Representative

Location:
Little Elm, Texas, United States
Salary:
Negotiable
Posted:
October 18, 2016

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Harriet Hickey

Senior Mortgage Service Specialist

Email:acw4ig@r.postjobfree.com ; Telephone Number 972-***-****

OBJECTIVE

To obtain a permanent position in a professional environment that will allow me the opportunity to utilize my analytical skills, Excellent customer service experience, and problem solving skills.

Mortgage Loan Servicing / Processor

Bank Of America - Plano, TX - March 2015 to August 2016

Loan Modification Appeal Specialist

Bank Of America - Plano, TX - September 2011 to February 2015

Worked in the home retention department as a senior mortgage service specialist. Serviced Conventional loans,FHA, VA and USDA loans per approved servicing guidelines.Duties include verifying and evaluating all loan documents submitted for review for any retention programs or loan modification options. Borrowers

financials, employment history and credit is reviewed to ensure it meets all bank requirements and government regulations. Once loan evaluation is completed, a recomendation is made on the file for approval or denial.

Collector II/Sr. Collector

HUD/CAST Escalations Teams - July 2010 to August 2011

• Evaluate delinquent FHA loans currently in loss mitigation review.

• Conduct research on delinquent loans and update weekly HUD Excel spreadsheet.

• Provide status updates to the Housing and Urban Development (HUD) inquiries on a daily basis.

• Communicate with negotiators, managers and workout specialists about the homeowner's account.

• Provide research assistance and information gathering for Congressional loan reports.

• Input and assign all FHA loans into the Siebel database.

• Selected as "Star of the Year" for outstanding work performance during 2010.

Collector I

Home Retention Division - March 2009 to June 2010

• Negotiated payment arrangements in order to bring customer accounts to a current status by offering various

loan modification options.

• Offered solutions to homeowners experiencing financial difficulties with mortgage payments.

• Navigated multiple computer programs while researching loans and documented the customer's account.

• Received numerous awards for exceeding production goals and promoted to Collections II position.

Account Manager/Collector I (promotion)

COUNTRYWIDE HOME LOANS - May 2008 to February 2009

• Provided account information to homeowners' mortgage inquiries.

• Collected and processed homeowners' mortgage payments.

• Resolved escalated issues.

• Offered home retention solutions to delinquent homeowners.

Customer Service Representative - Customer Service Department

COUNTRYWIDE HOME LOANS - July 2003 to April 2008

• Provided customer service to homeowners' inquires.

• Communicated workout options to homeowners with delinquent FHA and VA loans.

EDUCATION

Business Administration

Brook Haven Community College

SKILLS

MS Office - Outlook, Word and excel. Home Retention Database, LAMP, AS 400 System, I Portal, SIEBEL

Database, SharePoint.

AWARDS

Retention Star Award

February 2015

Received an award for having the highest re submissions application loans that were previously denied for a home loan modification.

ADDITIONAL INFORMATION

*Dedicated professional with solid experience in the home loan servicing industry.

Mortgage servicing expertise includes:

- Collections Call Center and Customer Service background

- Solid experience with servicing home loans and presenting workout options to customer.

- Knowledge of the Loss Mitigation, Short Sale, Deed-in-Lieu and Foreclosure processes.

- Research and analytical skills to successfully resolve customer's issues and complaints.

- Ability to build and maintain professional relationships with peers, management, customers, and vendors.

COMPUTER SKILLS

MS Office - Outlook, Word and Excel

Home Retention Databases, LAMP, AS 400 System, I portal, Siebel Database, SharePoint

Harriet Hickey

Senior Mortgage Service Specialist

Little Elm, TX 75068

acw4ig@r.postjobfree.com - 972-***-****

To obtain a permanent position in a professional environment that will allow me the opportunity to utilize my

analytical skills, Excellent customer service experience, and problem solving skills.

WORK EXPERIENCE

Mortgage Loan Servicing / Processor

Bank Of America - Plano, TX - March 2015 to May 2016

Home Retention Division: Worked as a senior mortgage servicing specialist, servicing all loan types including

Conventional mortgage loans, FHA, VA and USDA loans according to approved servicing guidelines.

Evaluating and verifying loan modification applications for retention options. Verify borrower,s income,

employment, credit history and assets to determine best work out option. On completing risk factor and loan

evaluation, a determination is made if file meets all bank requirements and government regulations to move

file forward for a final decision.

Loan Modification Appeal Specialist

Bank Of America - Plano, TX - September 2011 to February 2015

Worked in the home retention department as a senior mortgage service specialist. Serviced Conventional

loans,FHA, VA and USDA loans per approved servicing guidelines.Duties include verifying and evaluating

all loan documents submitted for review for any retention programs or loan modification options. Borrowers

financials, employment history and credit is reviewed to ensure it meets all bank requirements and government

regulations. Once loan evaluation is completed, a recomendation is made on the file for approval or denial.

Collector II/Sr. Collector

HUD/CAST Escalations Teams - July 2010 to August 2011

• Evaluate delinquent FHA loans currently in loss mitigation review.

• Conduct research on delinquent loans and update weekly HUD Excel spreadsheet.

• Provide status updates to the Housing and Urban Development (HUD) inquiries on a daily basis.

• Communicate with negotiators, managers and workout specialists about the homeowner's account.

• Provide research assistance and information gathering for Congressional loan reports.

• Input and assign all FHA loans into the Siebel database.

• Selected as "Star of the Year" for outstanding work performance during 2010.

Collector I

Home Retention Division - March 2009 to June 2010

• Negotiated payment arrangements in order to bring customer accounts to a current status by offering various

loan modification options.

• Offered solutions to homeowners experiencing financial difficulties with mortgage payments.

• Navigated multiple computer programs while researching loans and documented the customer's account.

• Received numerous awards for exceeding production goals and promoted to Collections II position.

Account Manager/Collector I (promotion)

COUNTRYWIDE HOME LOANS - May 2008 to February 2009

• Provided account information to homeowners' mortgage inquiries.

• Collected and processed homeowners' mortgage payments.

• Resolved escalated issues.

• Offered home retention solutions to delinquent homeowners.

Customer Service Representative - Customer Service Department

COUNTRYWIDE HOME LOANS - July 2003 to April 2008

• Provided customer service to homeowners' inquires.

• Communicated workout options to homeowners with delinquent FHA and VA loans.

EDUCATION

Business Administration

Brook Haven Community College

SKILLS

MS Office - Outlook, Word and excel. Home Retention Database, LAMP, AS 400 System, I Portal, SIEBEL

Database, SharePoint.

AWARDS

Retention Star Award

February 2015

Received an award for having the highest re submissions application loans that were previously denied for

a home loan modification.

ADDITIONAL INFORMATION

*Dedicated professional with solid experience in the home loan servicing industry.

Mortgage servicing expertise includes:

- Collections Call Center and Customer Service background

- Solid experience with servicing home loans and presenting workout options to customer.

- Knowledge of the Loss Mitigation, Short Sale, Deed-in-Lieu and Foreclosure processes.

- Research and analytical skills to successfully resolve customer's issues and complaints.

- Ability to build and maintain professional relationships with peers, management, customers, and vendors.

COMPUTER SKILLS

MS Office - Outlook, Word and Excel

Home Retention Databases, LAMP, AS 400 System, I portal, Siebel Database, SharePoint

Harriet Hickey

Senior Mortgage Service Specialist

Little Elm, TX 75068

acw4ig@r.postjobfree.com - 972-***-****

To obtain a permanent position in a professional environment that will allow me the opportunity to utilize my

analytical skills, Excellent customer service experience, and problem solving skills.

WORK EXPERIENCE

Mortgage Loan Servicing / Processor

Bank Of America - Plano, TX - March 2015 to May 2016

Home Retention Division: Worked as a senior mortgage servicing specialist, servicing all loan types including

Conventional mortgage loans, FHA, VA and USDA loans according to approved servicing guidelines.

Evaluating and verifying loan modification applications for retention options. Verify borrower,s income,

employment, credit history and assets to determine best work out option. On completing risk factor and loan

evaluation, a determination is made if file meets all bank requirements and government regulations to move

file forward for a final decision.

Loan Modification Appeal Specialist

Bank Of America - Plano, TX - September 2011 to February 2015

Worked in the home retention department as a senior mortgage service specialist. Serviced Conventional

loans,FHA, VA and USDA loans per approved servicing guidelines.Duties include verifying and evaluating

all loan documents submitted for review for any retention programs or loan modification options. Borrowers

financials, employment history and credit is reviewed to ensure it meets all bank requirements and government

regulations. Once loan evaluation is completed, a recomendation is made on the file for approval or denial.

Collector II/Sr. Collector

HUD/CAST Escalations Teams - July 2010 to August 2011

• Evaluate delinquent FHA loans currently in loss mitigation review.

• Conduct research on delinquent loans and update weekly HUD Excel spreadsheet.

• Provide status updates to the Housing and Urban Development (HUD) inquiries on a daily basis.

• Communicate with negotiators, managers and workout specialists about the homeowner's account.

• Provide research assistance and information gathering for Congressional loan reports.

• Input and assign all FHA loans into the Siebel database.

• Selected as "Star of the Year" for outstanding work performance during 2010.

Collector I

Home Retention Division - March 2009 to June 2010

• Negotiated payment arrangements in order to bring customer accounts to a current status by offering various

loan modification options.

• Offered solutions to homeowners experiencing financial difficulties with mortgage payments.

• Navigated multiple computer programs while researching loans and documented the customer's account.

• Received numerous awards for exceeding production goals and promoted to Collections II position.

Account Manager/Collector I (promotion)

COUNTRYWIDE HOME LOANS - May 2008 to February 2009

• Provided account information to homeowners' mortgage inquiries.

• Collected and processed homeowners' mortgage payments.

• Resolved escalated issues.

• Offered home retention solutions to delinquent homeowners.

Customer Service Representative - Customer Service Department

COUNTRYWIDE HOME LOANS - July 2003 to April 2008

• Provided customer service to homeowners' inquires.

• Communicated workout options to homeowners with delinquent FHA and VA loans.

EDUCATION

Business Administration

Brook Haven Community College

SKILLS

MS Office - Outlook, Word and excel. Home Retention Database, LAMP, AS 400 System, I Portal, SIEBEL

Database, SharePoint.

AWARDS

Retention Star Award

February 2015

Received an award for having the highest re submissions application loans that were previously denied for

a home loan modification.



Contact this candidate