Customer Service Representative

Amanda M. Jones

Cell 571-***-****

********@*****.***

Experience:

Senior Loan Processor December 2015- now

Stearns lending

Lewisville, TX

Prepare mortgage loan file by reviewing loan application: clarifying or obtaining additional information.

Confirms mortgage loan application information by mailing verification forms; contacting verification sources.

Obtains mortgage loan documentation by ordering credit report, appraisal, title, and related information.

Identifies mortgage loan application and documentation problems by highlighting deficiencies; notifying mortgage loan underwriter and mortgage loan supervisor.

Prepares closing statements and informs borrowers by calculating principal and interest payments, and closing costs; forwards information to borrowers.

Maintains customer confidence by keeping mortgage loan information confidential.

Updates job knowledge by participating in educational opportunities; maintaining personal networks.

Transaction Coordinator July 2015-December 2015

Stearns lending

Lewisville TX

Providing leads to loan officer

Took borrowers applications

Relocation billing

Contact Center- Loan Origination November 2013-July 2015

Freddie Mac

Mclean, VA/Dallas TX

Extensive working knowledge of the Loan Prospector (LP) Automated Underwriting engine.

Extensive working knowledge of Agency Conforming Underwriting Guidelines.

Knowledge of various Loan Origination Systems used in connection with Loan Prospector.

Knowledge of UCDP process and familiar with how selling system works.

Experience in training New employees.

Contact Center-Broker Support

Freddie Mac January 2013- November 2013

Mclean, VA

Handles a broad range of topics across two main disciplines: Loan Origination and Brokers.

Extensive working knowledge of the Loan Prospector (LP) Automated Underwriting engine.

Extensive working knowledge of Agency Conforming Underwriting Guidelines.

Knowledge of various Loan Origination Systems used in connection with Loan Prospector.

Accomplish being the Agent of the month numerous times and exceeded my goals.

Contact Center- Broker Support/ Freddie Mac

Kforce May 2012- January 2013

Mclean, VA

Handled a broad range of topics with Brokers. Provides resolutions to an extensive range of complicated problems.

Working knowledge of the Loan Prospector (LP) Automated Underwriting engine.

Working knowledge of Agency Conforming Underwriting Guidelines.

Knowledge of various Loan Origination Systems used in connection with Loan Prospector.

IT Customer Support Specialist-Fannie Mae

Aerotek November 2011- May 2012

Reston, VA

Customer Service Representative for external technology/business helps desk services. Researched and responded to first tier customer inquiries.

Reviewed and updated customer incident records in database. Resolved problems and escalated unresolved issues to the responsible parties.

Performed due diligence on customer inquiries. Troubleshooted Desktop Underwriter and Desktop Originator.

Assisted Lender and Brokers with 1003 application and with the correct information for Conventional, FHA and VA loans Requirements for Fannie Mae. Troubleshooted Loan Origination system such as Calyx Point and Encompass.

Information Specialist June 2010- August 2011

Computer Science Corporation CSC/ Department of Labor

Chantilly, VA

Responded to a high volume of in-bound calls. Provided support for an informational hotline that receives calls from the general public.

Handled incoming customer service phone calls professionally, proving "world class" customer service along with accurate and appropriate information to every caller.

Mortgage Loans-Loan Processor June 2009- March 2010

Bank of America

Richmond, Virginia

Processed loans approved by an underwriter or an automated underwriting

system. Had credit signing authority within delegated limits.

Responsible for clearing conditions and issuing changes to the terms on previously approved loan. Handled 10 loans at a time in my pipeline.

Verified conditions of approval which may include customer income/assets documentation, resolved routine title issues including, vesting issues, child support liens, judgment liens, may processes subordinations; resolves appraisal disputes; may coordinate closing activities.

Customer Service Senior Representative

Online Resources August 2006-May 2009

Chantilly, Virginia

Answered customer’s inquiries and provided them with timely, accurate resolution to basic online banking and bill payment inquiries with minimal

supervision.

Was the Team Lead for the outbound calls. Trained coworkers how to handle the outbound calls and wrote up a training program to assist them.

Helped customers or other parties to ensure accurate input of customer information, via telephone or in writing.

Was the top agent in sales and exceeded my goals.

Offered opportunities to end users to purchase additional products and services, as appropriate and was able to delete customer profiles.

Service Representative

Wachovia Bank April 2005-June 2006

Roanoke, Virginia

Received and or placed telephone calls regarding customer banking questions or inquiries, answered a high volume of calls per day. Calls vary from routine to moderately complex.

Addressed inquiries, resolved problems. Navigated a computerized system for tracking, information gathering, and or troubleshooting.

Assessed customer needs, suggested or promoted suitable products and referred to appropriate area. Worked with all ACH processing and researched on payments that got sent and what happen to them.

Education/ Military:

BBA - Business Management-

Averett University- 1999-2003

- Strayer University –2013-2014

Army National Guard -2001-2008

- Chemical Specialist

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