Customer Service Data Entry
Resume:
Yolanda Manzo
Phoenix, AZ *****
********@*****.***
Ability to work in a high-paced environment with high accuracy and successful working experience in all facets of customer service. Working knowledge of various computer applications, including Microsoft office and Outlook. Able to work independently or as part of a team. Willing and able to learn new skills.
Work Experience
Accounting Services Associate
Conduent - Tempe, AZ
January 2023 to Present
Provide production services to client operations by performing administrative tasks such as data entry, and document processing. Determine request type for term code changes and payment adjustments on retail and lease accounts. Request research on vendor accounts unable to locate and submit to the cash control team. Process invoices promptly and follow internal processes while identifying any gaps in the required information. Escalate accounts to branches and/or management when issues arise. Sr. Fraud Analyst
Bank of America - Phoenix, AZ
September 2022 to November 2022
Assisted customers with beginning disputes for fraud and non-fraud activities on Visa and Master Card Global accounts. Researched and analyzed account activity to assess levels of risk. Identified fraudulent activity on the customer’s account by being proficient with all fraud systems used for assigned job functions. Maintained standards of customer focus and demonstrated ownership while resolving complex customer service issues. Performed duties in accordance with policies and guidelines and facilitated escalation of issues to appropriate internal partners. Closing Specialist
Rocket Mortgage - Phoenix, AZ
May 2017 to May 2022
Owning the loan from the final sign-off stage to sending the closing documents to the closing agent. Be the main point of contact for the broker, closing agent, realtors, and internal team members during the closing process. Foreshadow HUD approval process on VA, Conventional, and FHA loans. Cover final figures with the broker and closing agent. Confirm settlement location, package delivery, and mailing address. Coordinate closings with title companies and maintain accurate closing schedules. Confirm vesting from closing agents, brokers, and notaries at the closing table. Ensure all closing, funding, and post-closings are satisfied. While ensuring files and documents meet company and compliance requirements.
Purchase Title Coordinator
Rocket Mortgage - Phoenix, AZ
January 2014 to December 2017
My position included reaching out to Title companies for Title Commitments, Tax Prorations, Closing Protection letters, and Closing Disclosure. Fees are entered accordingly to match the Closing Disclosure. I updated tax Prorations on the system to match the next installment due. Collect necessary documents if there are any judgments or liens on the title. My goal was to meet the closing date that was on the Purchase sales agreement and collect the documentation needed to proceed to the next stage. Loan Document Specialist
Wells Fargo Bank - Phoenix, AZ
January 2013 to December 2014
Performing a variety of loan documentation duties on complex loan packages to ensure compliance with company policies and procedures for loan products. Interpreting policies while analyzing applicants, property, and other documentation. Ordering all required verifications, and documentation and performing subsequent follow-ups. May provide guidance and training to other loan documentation team members. Communicate professionally with external customers and vendors including legal to facilitate loan closings. Managing an assigned pipeline of loans. Client Service Specialist/Commercial Business Real Estate Wells Fargo - Phoenix, AZ
January 2007 to December 2013
Responds to inquiries ranging from routine to complex customer service issues, lending guidelines, credit policy, collateral property eligibility, and debt service requirements from customers, brokers, and internal employees. Assist Lending, Processing, Booking, and Data Entry in reviewing applications for completeness and collecting all necessary documentation promptly to meet established SLA. Partnered with underwriters to review applications, financials, cash-flow analysis, and debt service calculations. Review lending decisions to a very detailed and specific degree with customers, brokers, and bankers as needed. Research credit decisions thoroughly, obtain necessary missing information, and document all communications and outcomes as needed. Review and ensure the applicant's compliance with the conditions of approval before the closing of the loan. Research and compile data for existing LOC FDR account closures to maintain, track and reduce attrition. Process payoff demands and release collateral when appropriate within a 24-hour turnaround time. Interface with BOS, executives, and senior managers across Wells Fargo to define the business strategy, and create/execute corresponding business plans and initiatives to help increase revenue, acquisition, retention, and overall customer experience.
Education
High school diploma
Phoenix College - Phoenix, AZ
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