Customer Service Coordinator

Kristina A. Sharrar ********@*********.***

Simi Valley, California 93063 805-***-**** Cellular

CAREER OBJECTIVE

Seeking a position where I may utilize my skills and possibly acquire new ones. I am very organized and able to work independently and in a fast paced environment. I am very detail oriented and accurate in all aspects of my job.

PROFESSIONAL QUALIFICATIONS & SKILLS

Customer Service & Public Relations

Shipping & Receiving

MS Word, Excel 2003-2007

MS Outlook

Adobe Acrobat Standard

Internet Explorer

E-Fax

Lotus Notes

Edge (Loan Processing Software)

AS400LS / JDE

Contours “The Loan Handler”

Training & Supervision

Inventory Control

File & Records Management

PAT/CLAIMS

DOCS/Share Point

Taxport Formview/Powerview

SQL Oracle

OnDemand

EMPLOYMENT EXPERIENCE

07/15~09/16

Customer Service Coordinator (Warranty Dept.) DR Horton Woodland Hills, CA

Receive and confirm receipt of homeowners' requests via email and customer service website. Maintain division website by opening initial walkthrough in JDE from paperwork submitted and closing walkthroughs and work orders when email confirmation is received. Assigning work orders to contractors upon receipt of email issuing this order. Develop and maintain good rapport with contractors and ensure quality work. Deal with the customer and subcontractors on a daily basis to assure that the customer's concerns are addressed in a timely and professional manner. Creating and sending report to the division manager weekly.

10/14~05/15

Customer Service Rep. (1099 Tax Reporting Department) Anthem Inc. Thousand Oaks, CA

Processes W-9 data entry in Taxport Formview and Backup Withholding flags in Taxport Powerview. Monitors and handles Shared mailbox correspondence. Answers customer’s questions and 1099 requests via phone and voicemail. Completes 1099 requests and payment breakdown inquiries via phone, mail, fax and email using Taxport Formview to retrieve 1099 copies, OnDemand for archived 1099 copies and SQL database and Oracle to look up info. Then using Excel to reformate the query results. Pulling check statuses in Check Inquiry to inform customer of 1099 accuracy. Performs dollar changes in Taxport Formview to ensure accuracy of the 1099. Once Exempt status has been determined, marks the record exempt in Taxport Formview. Performs scanning and indexing of pertinent documents. Uses name search tool to look up Tax Identification numbers.

11/12~03/13

File Receipt Technician Penny Mac Moorpark, CA

Completes review of collateral documents to ensure all critical documents are present and complete. Reviews file and validates/enters data for all key documents: AUS, 1003, Note, Deed, Prelim, Taxes, Insurance, etc. Submits all collateral documents to be reviewed by Document Custodian and assists in clearing identified exceptions. Interacts with Corporate Underwriting, Property Valuation, Compliance and Servicing teams to ensure timely completion of second level review of selective loans. Completes timely and clear communication of outstanding conditions to Sellers if file does not meet minimum delivery requirements. Complete special assignments necessary to support business strategy. Continually provides outstanding customer service.

11/09~10/12 Bank Of America Westlake Village, CA

07/12~10/12

Loan Review Analyst I (Legacy Asset Servicing)

Responds to internal and external audit/inquiries for mortgage documentation on closed loans. Utilizes mortgage knowledge to satisfy the request or escalate to other teams for further research. Ensures tracking systems are updated appropriately to reflect request status. Analyses Credit Report and inputs findings on a DTI template for underwriter review.

11/09~07/12

Audit Support Analyst (Legacy Asset Servicing)

Works in a fast paced environment. Audits Repurchase Letter from Investor for accuracy of request. Receives Repurchase Request from the Investor, sets up loan/ inputs findings into system. Gathers any supporting document and saves to Share Point for review by underwriter. Supports management with project assignments and/or independent team assignments. Responsible for pulling a query of loans pending, setting up an Excel report and making sure priority loans are completed on time.

7/08~8/09

Invoice Management Verizon Newbury Park, CA

Review PAL & engineering invoices from MDU/MTU vendors to ascertain whether or not to approve them, Compile and maintain audit table in Excel containing all MDU properties with tracking information, Utilize audit table for invoicing approvals to ensure accurate and timely billing & compensation.

10/06~11/06

Account Manager Zone Funding Simi Valley, CA

Prior to the mortgage industry’s cataclysmic nosedive and this start-up company’s subsequent demise, responsibilities included reviewing and verifying accuracy and completeness of all loan applications, working with broker to gather additional loan and income documents, and assuring conditions were authorized and signed off.

6/06~10/06

Loan Processor / Escrow Officer Superior Mortgage West Hills, CA

Responsible for gathering pertinent information, ordering additional information and third party products, verifying insurance information of previous lien holder, and processing payoffs.

12/01~02/06 Countrywide Financial Corporation Westlake Village, CA

04/02~02/06

Loan Specialist I (Consumer Marketing Division / Central Processing Unit)

Upon promotion, became responsible for processing Second Mortgages, opening loan files including initial review of the loan file for completeness, preparing initial disclosure package, ordering third party products including Titles and Appraisals, requesting insurance information, ensuring loan files were properly assembled and processed, following up with borrowers for documentation and third party products, verifying and processing mortgage loan documents, and ordering/reviewing payoffs.

Reviewing and logging incoming documentation into the system, resolving routine problems and discrepancies independently, assuring all loans were processed in accordance with company policies and procedures.

Performed clerical support and tasks essential to efficient workflow within the mortgage loan process, communicating effectively with clients, related business partners, and sales associates, executing the company’s Welcome-Follow-Up-Approval-Final Close calls to the clients per workflow standards.

12/01~04/02

Receipt / Distribution Administrator (Supports Processing Unit)

EDUCATION & TECHNICAL TRAINING

5/07~3/08 Graduate Technology Development Center Ventura, CA

Professional Certifications: CompTIA A+, CompTIA N+

6/90 Graduate Simi Valley High School Simi Valley, CA

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