Customer Service High School

KENYA SCOTT

**** ******* **.

SAN ANTONIO, TX ***44

214-***-****-(cell)

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

Career Objectives:

I am seeking a challenging position that offers for positive, personal growth, and professional advancement

while effectively utilizing my current leadership skills.

Summary of Qualifications:

I have a successful track record of 9+ years in Banking Financial/ Mortgage and Collections industry.

Excellent ability to maintain effective working relationships with supervisors, co-workers, team members,

regulated entity employees and the public.

Work History

June 02, 2010 January 28, 2015

Wells Fargo Home Mortgage:

Loan Servicing Specialist III- In this role my job duties were to take inbound calls from customers to assist

with payments, bankruptcy, foreclosure and Loan modifications. Updated customer information, transfers,

educating options available and providing single point of contact and attorney contact information.

Conducted phone interviews with the customer to offer modifying, short selling the property or process a

Deed In Lieu if qualified.

Adhered to all Conventional/FHA/VA regulations. Negotiated with attorneys and/or debtors where

permissible, filed appropriate documents to the courts/property management companies and also handled

escalated calls for the Foreclosure Department. Demonstrated understanding of the importance of

compliance and adherence to business and regulatory policies. Provided Superior internal and external

customer service communication. Collaborated effectively with peers and other leaders on complex issues

to improve work flow processes and efficiencies.

J P Morgan Chase Bank

Litigation Support: Mar. 16, 2004 – Mar. 13, 2009

As a CSA I played an integral role in Chase Credit Card Services by interacting with customers and attempt

to resolve delinquent accounts that directly impact the risk of loss to the bank. Acted as a credit counselor

by offering solutions based on card members individual needs with the goal of negotiating immediate

payments and/or promises to pay with specified payment dates and amounts. I was also responsible for

maintaining good customer relations while collecting on delinquent balances and negotiating solutions that

are mutually beneficial to the cardholder and Chase. A portion of my day was spent finding additional

contact information to locate customers by utilizing skip tracing tools for collecting purposes. As a Legal

Collection Representative, was also responsible for collecting monies on accounts that have been

accepted into the CLS Litigation Program. Accounts may include Pre Charge-Off accounts as well as Post

Charge -Off accounts. Utilized both collections and litigation experience as well as negotiation skills.

SPHERION @ CAREMARK - CUST CARE REP: Jun 01, 2002 - Nov 30, 2002

Assist customers with daily Prescription orders in a high volume setting. Educating the customer on their

Prescription Benefits Plan, place and order available refills; and verify medications that have been received

through Mail Order.

WENDY'S - ASSIST. MANAGER: Aug 16, 1993 - Jun 01, 2002 I was responsible for managing shifts:

Operating and maintaining the store to maximize profitability and customer satisfaction. Handling very large

transactions on a daily basis, banking employee drawer and making deposits. Build sales by promoting

customer satisfaction, manage cost by communicating and monitoring prep and production levels by the

crew, and managing labor cost by evaluating labor needs against projected sales during shift. Training

process, cross train crew as necessary for efficient coverage of positions during shifts and conduct specific

training to resolve problems.

Skills:

•10 Key by Touch/Sight

•Experience in Microsoft Word, Office and Excel

•Knowledge in Windows 95-2000, XP, Explorer 7 & 8

•Ability to type 35 wpm

•First Support, Tysys, and Lexis Nexis

•Secure Id Token

•Fidelity

•Pacer

•Early Resolution

•FDCPA Laws & Regulations

Education:

Feb 2003 - Mar 2004

Southwest School of Business -1 year technical

Total Hours: 1600 License in Cosmetology

Aug 1991 - May 1994

Sam Houston High School - High School Diploma Earned

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