Customer Service Representative

ROBIN TITUS

**** **** ****** **. #****, Plano, TX 75093 ********@*****.*** 972-***-****

PROFESSIONAL SUMMARY

Highly knowledgeable and personable in the Mortgage Industry. The ability to effectively communicate with internal/external customers regarding workout options and research on loans that have been transferred to other lenders.

SKILLS & ABILITIES

Training, Procedure Writing, Escalation Resolution, Underwriting, Proficient in Microsoft Office, Processing 10 Key, Windows Professional, Negotiation, Filing/Organization, Payment Processing, Effective Communicator

EXPERIENCE

BUSINESS SUPPORT LEAD III/BANK OF AMERICA HOME LOANS

10/2011 – 3/2016

Provided research on service released loans to internal/external business partners on complex issues i.e. Missing Payments, Problems related to Escrow, Taxes, Insurance, Mortgage Insurance, Late Charges and Late Payments, Fees and Adjustable Rate Mortgage information.

Assisted with policies and procedures and training manuals to support daily activities

Trained associates on new systems and processes.

Daily use of Acquisition Research Tracker(ART) Database, AS400, DM Portal (Imaging System), LPS Invoicing System, FileNet, Equator, Urban Settlement, Stewart, ILA (Intranet Letter Application)

MLO LOAN SPECIALIST COUNTRYWIDE HOME LOANS/BANK OF AMERICA HOME LOANS

07/2008 – 10/2011

Execute Trial/Permanent Modifications on Defaulted Loans

Assisted with training on the modification process

Underwriting of modification terms i.e. updated financials, obtaining credit reports

Participated in special projects using excel while still managing a large portfolio of delinquent accounts

Monitor loans for trial payments

Daily Use of AS400, Loss Mitigation Applications, LMA Modification Database, SharePoint Site, LPS and Draw Tool, DM Portal, Intranet Letter Application

CUSTOMER SERVICE REPRESENTATIVE COUNTRYWIDE HOME LOANS

05/2005 – 07/2008

Maintain an average of 70 inbound calls per day in reference to real estate loans

Maintain quality and productivity

Maintain standards for CMD and FSL super team

Recognized as top performer on CMD and FSL teams

CUSTOMER SERVICE REPRESENTATIVE SAGE TELECOM

01/2004 – 05/2005

Collect payments for telecommunication services

Dispatch service orders

Take inbound calls in a call center environment

INVENTORY ACCOUNTING SUPPORT SPECIALIST/ACCOUNT RECEIVABLES

AT&T WIRELESS

07/1998 – 09/2003

Inbound/Outbound calls

Research and process credit/debit adjustments

Process credit limit changes

Maintain orderly filing system for received correspondence

EDUCATION

UNIVERSITY OF LOUISIANA MONROE FKA NORTHEAST LOUISIANA UNIVERSITY, 08/1978 – 05/1979

BUSINESS MANAGEMENT

NORTHEAST LOUISIANA SCHOOL OF BUSINESS, 05/1980 – 11/1981

ACCOUNTING

REFERENCES

AVAILABLE UPON REQUEST

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