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Manager Customer Service

Fort Mill, South Carolina, 29715, United States
October 18, 2016

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Kuwanna Lipscomb

*** ****** **** *****, **** Mill, SC 29715

Phone: 706-***-****



Highly diverse, qualified and competitive self-starter who is disciplined and goal-oriented with over 16 years of experience working in fast-paced environments; Strengths in communication (verbal and written), organization, leadership, technical and interpersonal skills; Competent mortgage loan banking and customer advocate professional with the current knowledge of loan closing, loan servicing and customer service procedures; Dedicated asset and motivated to maintain exemplary work ethic/work performance which contributes to company’s success; Proven ability to establish rapport with clients/customers and exceed personal and professional goals/quotas/targets; Reliable and ambitious, with strong time management and prioritization abilities; Earnestly seeking new career challenges to advance my professional horizon.




Cared for Grandparents and Mother’s ailing illnesses.

Actively seeking employment since August/2016.



Relocated to Charlotte, NC per nation’s second largest financial center and in the South


Accenture Credit Services, Charlotte, North Carolina



Provided accurate loan information to borrower(s) by utilizing knowledge of mortgage loan products and servicing procedures.

Ensured all documentation was current by review of loan files: title commitments, gathered closing figures, inputted closing information and generated loan documentation to ensure loans were ready to close under minimum guidance.

Efficiently prepared final documentation and mortgage-closing packages for Conventional and CEMA loans by meticulously delivering error-free documentation and ensured compliance with company policies and regulatory requirements.

Competently managed and closed all assigned loans enabling fast closings.

Thoroughly reviewed executed closing packages in accordance with the servicing checklist and notified title companies and attorneys when corrective action was required.

Maintained the integrity of all borrowers’ records in a confidential manner.

Possessed the ability to work as a team member and consistently was courteous and professional towards borrowers, colleagues and superiors.

Comprehensive knowledge of state, federal, regulatory, investor guidelines and policies in regard to the mortgage loan closing process.

Highly efficient mortgage servicing experience closing and funding MHA Conventional and CEMA refinance mortgages.

Attained a stellar work ethic in quantity and quality of loan closings, disbursement of wires and fundings with a solid understanding of company policies.

Coordinated with borrowers, loan processors, underwriters, title companies and attorneys to set up closing date, time and location.

Worked independently and collaboratively to solve problems and master new skills and tasks.

Proactively strived for opportunities to take on more responsibilities to improve work performance, personal and professional development to meet and/or exceed client/company goals.

Everhome Mortgage Company, Jacksonville, Florida



Negotiated various home retention and liquidation options with the mortgagor, investor, insurer, client, attorney and agent in attempts to avoid foreclosure while decreasing losses under minimum guidance.

Made an analytical assessment of each mortgagor’s financial standing and property data by evaluating and understanding credit bureau information, collateral valuation reports, tax returns, financial statements, property insurance declaration pages, HOA/Association documents and other supporting documentation.

Proposed and intelligently discussed the available options (forbearances, repayment plans, modifications, short sales and/or deed in lieus) with mortgagors in a professional and courteous manner.

Coached and assisted new Loss Mitigation Specialists.

Recorded and retained information necessary as required by investors, federal agencies and insurers’ requirements.

Maintained a high level of quality service with external customers.

Reviewed appraisals, broker's price option values and title work to determine the most accurate fair market value of properties.

Worked both independently and cooperative in a team environment.

Anthem/WellPoint/Blue Cross Blue Shield of Georgia, Columbus, Georgia



Processed and adjusted health claims in accordance with claims policies and procedures under minimum guidance.

Verified insurance.

Worked both independently and cooperative in a team environment without significant guidance with a vast understanding of health and dental insurance products.

Handled complex claims with a good understanding of the application of benefit contracts, pricing, processing, policies, procedures, government regulations, coordination of benefits and healthcare terminology.

Reviewed and analyzed claims/policies related to events to determine extent of company's liability and entitlement.

Responded and resolved customers’ and employer groups’ inquiries through verbal and/or written communication.

Capital One dba Greenpoint Mortgage Company, Columbus, Georgia



Communicated regularly and effectively with mortgagors, investors, insurers, appraisers, realtors, agents, brokers and other authorized parties on seriously delinquent accounts in order to identify and counsel borrowers on best workout options available (short sales, repayment plans, modifications and/or deed in lieus) based upon company guidelines under minimum guidance.

Contacted mortgagors by telephone and mail to collect delinquent loan payments by identifying, analyzing and resolving losses to avoid foreclosures on residential and commercial properties.

Obtained all necessary documentation from mortgagors and other parties and coordinated workouts with applicable internal departments.

Researched and followed up on critical or irate issues for the Team Supervisor and assisted with defaulted accounts, complaint calls and correspondence.

Reviewed appraisals and broker's price option values to determine the most accurate fair market value of properties.

Initiated process improvement and other department policies and procedures.

Provided a proper, timely and successful decision on a workout option of up to 75 files monthly, which consistently exceeded performance quota, and also represented the best interest of the customer, the company, investor and/or insurer in accordance to federal guidelines.

Displayed a courteous and professional attitude to external customers.

Worked both independently and cooperative in a team environment.

Operated various types of office equipment including computer, fax machine, copier, printer and calculator.

Lewis, Brackin, Flowers and Johnson, Attorneys at Law, Dothan, Alabama



Located and notified debtors of delinquent accounts by mail and telephone.

Initiated legal proceedings, including lawsuits, judgments and garnishments.

Proficiently evaluated and utilized data entry of records of collection and status of accounts under minimum guidance.

Operated various types of office equipment including computer, fax machine, copier, printer, calculator and typewriter.

Recorded information about financial status of customers and status of collection efforts.

Wachovia Bank, Dothan, Alabama



Provided teller transaction quality and efficiency to customers in face to face interaction and over the phone under minimum guidance.

Educated customers about Wachovia products and service options, which enabled me to identify opportunities to effectively communicate all available benefits to accommodate their needs.

Handled daily business procedures with an understanding of financial concepts such as debits, credits and cash handling which included deposits, withdrawals, payments and balancing.

Worked both independently and cooperative in a team environment.

Served as the Backup Teller Manager which included duties of supervising teller line and auditing the vault.

Displayed a courteous and professional attitude to external and internal customers.

Provided support, guidance, coaching, feedback, experience, knowledge and leadership to the trainee.

Served as a Peer Role Model and evaluated the new hire's performance in transferring skills to the financial center setting.

Macy's Federated Department Store, Columbus, Georgia



Exhibited communication skills in servicing customers with merchandise that accommodated the economic status under minimum guidance.

Proficiently operated the cash register in customer transactions such as purchases, returns, payments and balancing.

Competent in store inventory and merchandising functions that included processing returns to vendors, price changes and placement of new merchandise.

Administered leadership skills in assisting the Manager(s) by directing and overseeing the performance of fellow associates.

Exceeded weekly/monthly sales goals.

Displayed a courteous and professional attitude to external and internal customers.

WellPoint/Blue Cross Blue Shield of Georgia, Columbus, Georgia



Documented and resolved telephone and written inquiries regarding benefit contracts, claims processing, policies and procedures for group health business in an accurate and timely manner under minimum guidance.

Acknowledged and gathered information to determine customer's needs, applied problem-solving skills and communicated actions taken to handle the issue thoroughly.

Demonstrated correct procedural skills, effectively used systems and tools such as job aids, call scripts, medical policy, email, copier and fax machine.

Processed membership transactions of health insurance for employer groups under minimal guidance.

Participated in research and collaborated with other departments to resolve membership issues.

Displayed a courteous and professional attitude to external and internal customers.


Voorhees College, Denmark, South Carolina

Bachelor of Arts Degree in English, July/1999

GPA 3.65 Magna Cum Laude

Certificate in Conventional Loan Processing; Certificate in Mortgage Math


Microsoft Office Applications (Word, Excel, Outlook, PowerPoint and Access)


Joseph A. Johnson

Director of Mortgage Servicing and Loan Acquisition

Vanderbilt Mortgage and Finance, Inc.


Tonya Higginbotham

Assistant Vice President of Loan Resolution

Selene Finance LP

work: 904-***-****, cell: 334-***-****

Barbara Archie

Manager II-Board of Regents Customer Care Department

Anthem, Inc.


Medesia Negron

Operational Risk Manager

Ally Financial

work: 704-***-****, cell: 980-***-****

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