Customer Service Information Technology

PHONE 463-***-**** • E-MAIL: *************@*****.***

ERICA N. CARAWAY

PROFESSIONAL EXPERIENCE

Chase Mortgage Banking Oct 2012- Present Lewisville, TX

Mortgage Lead Processor

Provides strong and clear communications to loan originator, management, underwriter and borrower(s) regarding documents needed for mortgage loan files to ensure quick turnaround times.

Adhere to all applicable policies and procedures and protect the confidentiality of the borrower information.

Review and validate loan file for completeness and accuracy and ensure any deficiencies/ gaps are appropriately addressed and resolved prior to submitting to Underwriting or Closing.

Follow written policies and procedures to ensure all loans are processed in accordance with company, regulatory and investor guidelines.

Interacts with mortgage professionals to obtain information from the borrower to seek clarification about documents in the loan file.

Chase Home Lending Apr 2011- Oct 2012 Irving, TX

HL Ownership Collector II

Partnered with homeowners that are 30-90 days past due to discover the right solution for their delinquent mortgage during financial hardships or setbacks

Ensuring that queue assignment is worked efficiently and within departmental timeframes

Creating strategies that will create leverage in delinquent accounts being cured

Individual achievement: 2.4 scorecard- Exceeds Expectation

Chase Card Services Aug 2009- Apr 2011 Arlington, TX

Credit Solutions Specialist

Negotiated tailored payment arrangements and settlements that met card member’s circumstances as well as banking needs

Performed several outbound collection calls while maintaining amazing customer service

Exhibit effective skip-tracing techniques when applicable.

Capital One Mar 2009- Aug 2009 Irving, TX

Collections Specialist

Conducted extensive customer interaction via inbound and outbound calls in both a "dialer" and manual environment

Overcome objections that customers have about making payments toward their account and help them to understand their account(s) and responsibilities

Exhibit effective skip-tracing techniques when applicable

All-State Insurance Aug 2008- Feb 2009 Irving, TX

Claims Service Processor

Managed a steady volume of new claims daily while guiding Allstate customers through our claims process

Assimilated data, evaluated facts and negotiated solutions to complex problems.

Collaborated with a variety of specialized industries including legal, medical, construction, advanced computer and information technology systems.

Citi Group Nov 2007- Jun 2008 Irving, TX

Collections Specialist

Collected on a wide range of the firm’s products from credit cards to gas cards that were either early stage or late stage delinquency

Negotiated tailored payment arrangements and settlements that met card member’s circumstances as well as banking needs.

EDUCATION

General Studies and Medical Assistant-Nursing Curriculum Cedar Valley College, Lancaster TX and North Lake College

PROFESSIONAL SKILLS

•Customer Service & Relations •Strong Oral and Written Communication •Computer Efficiency in MS Office •Internet savvy •Strong analytical & Problem Solving Skills

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