Customer Service Representative
Resume:
WILLIE JOHNSON
Houston, TX *****
ad0ud8@r.postjobfree.com
Experienced Customer Service Representative, Claims Specialist,Escrow Officer, Vendor Manager, and Total Loss Specialist seeking professional environment where I am able to assist Production Specialist Teams by preforming onsite or remote.
Work Experience
Claims Specialist
State Farm - Houston, TX
November 2022 to Present
• Excellent Customer Service
• Processing new and existing claims, negotiating settlements, verifying insurance coverage, and reviewing insurance cases.
• Applying knowledge of policies, and insurance regulations when determining coverage, liability, & damages.
• Contacting customers by telephone, written correspondence and/or various electronic media.
• Investigates and administers assigned Liability and subrogation claims.
• Takes recorded statements from involved parties and explains the Texas Tort Claims Act Law as needed.
• Requests indexing of all injured parties through ISO CMS.
• Requests damage appraisals, police reports, medical bills, medical reports, and wage information.
• Reviews facts, establishes liability, evaluates damages and negotiates appropriate settlements within the authority granted based upon all known facts.
• Maintains contact with all parties regarding claims (i.e., claimants, appraisers, and repair vendors).
• Coordinates investigation with Workers’ Compensation adjusters to avoid duplication of processes and subrogation pursuit.
• Provides any additional information requested by supervisor relating to claims. Escrow Officer/ Notary
Zillow Closing Services
September 2021 to May 2022
• Act as liaison between all parties within the home buying/selling ecosystem
• Communicate and keep all parties fully aware of closing status
• Align with all regulatory requirements
• Promote a ‘first time right’ mentality to eliminate errors and rework
• Drive closing performance, meet closings dates, provide a great customer experience
• Collaborate with the title department to resolve title issues
• Address inquiries from buyers, sellers, and lenders in a timely manner
• Confirm closing dates, locations and schedule signings
• Balance and disburse funds accurately and timely
• Coordinate with internal banking and accounting teams in the maintenance of escrow accounts and records
Closing Coordinator/ Escrow Officer/ Notary
East Texas Title Companies - Gilmer, TX
March 2020 to August 2021
Answering calls from clients
Working with clients including realtors, lenders, builders, developers, buyer and sellers
Following up with customer service questions/requests; via phone or email
Assist Production Specialist in gathering processing information for files
Working up and making minor changes to the Closing Disclosure and HUD documents
Scheduling closings with clients once files are Clear to Close
Close transactions in your physical location, Remote Online Notarization or mobile as needed by customers
Work with notary network as needed to handle remote or other situational signings
Funding transactions, balance lender wires, paying bills from files, recording documents and handling all post-closing duties;
Sending file to policy
Following up to be sure that policy is issued
Working with post-closing curative should the need arise to correct any errors
Working with the accounting team to monitor and ensure escrow items are cleared in a timely manner
Retaining repeat customers by using sales strategies
Serving as back up to other team members as needed remotely or physically
Office Admin for coverage as needed
Vendor Management/ Loss Prevention/Total Loss
Exeter Finance Services - Irving, TX
December 2014 to December 2019
Works closely with vendors, customers, and auction houses to research accounts and provide proper account documentation, as necessary.
Reviews pre-repossession accounts to ensure all legal requirements and Exeter policies are adhered to prior to repossession activities.
Monitors department mailbox to ensure timely communication between vendors and internal staff members.
Monitors and conducts compliance related functions including but not limited to repossessions in error, damaged car claims, and any reporting and proper action items associated with these functions in addition to monthly tracking and performance monitoring.
Reviews, audits, and approves repossession expenses.
Manages account volumes in a variety of vendor queues ranging from early payment default fraud, through placement and collection with deficiency vendors.
Researches accounts and conducts quality control assessments based on the vendor type to ensure adherence to service level agreements and internal policies.
Coordinates account placements between vendors and monitors for performance.
Ensures compliance with Exeter’s policies & procedures, safety, state and federal laws.
Investigating, evaluating,and negotiating claims, in order to reach a fair and equitable settlement
Negotiates settlement of claims with insureds, claimants and attorneys while following established, authorized settlement authority.
Uses compassionate communication and persuasive negotiation to ensure a positive customer experience
Reviews claim details, coverage limits, the estimate and all associated charges to confirm Total Loss Evaluation
Handles all claims within the guidelines of the states’ Fair Claims Practices Acts and other Regulations. Will act as specialist in knowledge of Salvage and Title laws of the various states to facilitate legal transfer of title and claim resolution
Communicates with Lien Holders, Body shops, tow facilities and other vendors to secure information needed to bring claim to a conclusion
Controls associated claims for Rental/Loss of Use and storage
Ensure timeliness and KPI’s are being met
Work closely with the MD appraisers to ensure accurate and timely evaluations
Ensure claim files are properly documents and all documents are attached
Request documents needed to process titles and salvage of vehicles
Monitor Copart website for receipt of title documents Mortgage Loan Processor/ Team Lead
Green Tree Servicing - Arlington, TX
March 2011 to November 2014
Process conventional and governmental mortgage loans.
Excellent Customer Service
Oversee loan processing from preapproval to closing.
Review and verification of all documentation required to prepare loan applications Loss Prevention/ Team Lead/ Total Loss
Southside Financial - Arlington, TX
September 2009 to October 2011
Responsible for collection on delinquent auto loans.
Excellent Customer Service
Advise delinquent clients on account maintenance options.
Responsible for meeting monthly quotas.
Responsible for avoiding losses.
Creation of repayment arrangements and re-plan repayments.
Investigating, evaluating, and negotiating claims, in order to reach a fair and equitable settlement
Negotiates settlement of claims with insureds, claimants and attorneys while following established, authorized settlement authority.
Uses compassionate communication and persuasive negotiation to ensure a positive customer experience
Reviews claim details, coverage limits, the estimate and all associated charges to confirm Total Loss Evaluation
Handles all claims within the guidelines of the states’ Fair Claims Practices Acts and other Regulations. Will act as specialist in knowledge of Salvage and Title laws of the various states to facilitate legal transfer of title and claim resolution
Communicates with Lien Holders, Body shops, tow facilities and other vendors to secure information needed to bring claim to a conclusion
Controls associated claims for Rental/Loss of Use and storage
Ensure timeliness and KPI’s are being met
Ensure claim files are properly documents and all documents are attached
Request documents needed to process titles and salvage of vehicles
Monitor Copart website for receipt of title documents Loan Service Officer /Team Lead
Citi-Financial - Mesquite, TX
March 2007 to September 2009
Responsible for collection on delinquent personal loans.
Excellent Customer Service
Creation of repayment arrangements and re-plan repayments.
Manage repossession process on all past due accounts where delinquency hasn't been determined.
Responsible for meeting monthly quotas
Responsible for avoiding losses.
Loss Recovery Specialist
Drive Financial Services - Dallas, TX
December 2006 to April 2007
Responsible for collection on delinquent auto loans.
Excellent Customer Service
Responsible for avoiding losses.
Creation of repayment arrangements and re-plan repayments.
Advise delinquent clients on account maintenance options.
Responsible for meeting monthly quotas.
Loss Recovery Specialist
CitiFinancial Auto - Bedford, TX
January 2002 to November 2006
Excellent Customer Service
Responsible for avoiding losses.
Creation of repayment arrangements and re-plan repayments.
Re-routing of grant accounts for recovery.
Manage repossession process on all past due accounts where delinquency hasn't been determined.
Responsible for meeting monthly quotas
Back-end Collections
WFS Financial - Irving, TX
January 1999 to December 2001
Responsible for collection on delinquent auto loans.
Excellent Customer Service
Responsible for meeting monthly quotas.
Responsible for ensuring superior customer service.
Ensure grant accounts are routed for recovery.
Education
High Tech Institute - Irving, TX, US
2001 to 2002
High School Diploma
Longview High School - Longview, TX, US
1994
Skills
• 5
Escrow Officer
Closing Coordinator
Notary
Superior customer service skills
Collaboration
Self-motivated
Organization and planning
Decision Making
High Level Energy
Flexibility
Proficient in Microsoft Office (Outlook, Word, Excel) ResWare
Typing skills: 40WPM
Experience in collection and skip tracing
Knowledge of Office equipment operation.
• Mortgage Servicing
• Title Processing
• Loss Prevention
• Vendor Management
Certifications and Licenses
Certified Notary Public
Texas Adjuster License
February 2023 to May 2025
An All-Lines Adjuster License allows you to handle any line of Insurance coverage. These lines of coverage include catastrophe, property and casualty, and public insurance. Escrow Officer
April 2020 to May 2022
Reviews contract, title commitment, and lender instructions in order to prepare settlement statements and the necessary real estate documents for closing.
Contact this candidate