George Smith

Professional Summary

Customer Service Professional with experience with top financial institutions such as Bank of America

Provided analytical review of calls with attention to detail as a prime focus

Utilized advanced mathematical skills to ensure the daily batch balanced and was funded appropriately

Consistently used multi-tasking of all internal systems and portals as well as full working knowledge of Excel, Microsoft word, Microsoft Office

Scored in the top ten productions wise as well as received high marks for quality

Rewarded Bank of AmericaSilver Award as well as Bank of AmericaCommunity Service

Awarded in addition 10 Above and Beyond Awards over the course of 1 year

Gathered all applicable documents in relation to modification

Provided step by step servicing of the borrower(s) needs assessing their ability to maintain amodificationwith an affordable payment

Available to interview with 24 hr. notice

Professional Experience

BluestreamFiber

9/19- Present

Customer Experience Representative specializing in inbound calls regarding billing and

Technical support issues. Heavy detail to billing issues as well as representing the brand 3/2017-Present (Completed various Self-Contracting IT roles performing Systemmaintenance,Service maintenance and Diagnostic)

Bank of America Merchant Services

2/2016-2/2017

Client Support Specialist

Handled 50 inbound calls per day servicing Merchant Accounts over one million dollars

Executed strict adherence to average handle time and contacts per hour

Ensured merchants were funded for all credit card transactions whether VisaMastercard,American Express, Discover

Utilized advanced mathematical skills to ensure the daily batch balanced and was funded appropriately Global Response

9/2014-7/2015

Customer Service Rep

Managed an average of 80 calls per day advising customers as to the benefits of their Short TermMedical Insurance policies

Calculated and communicated deductible if it has been met if so what percentage will the policy cover

Discussed remaining amount needed be met to satisfy deductible

Informed customer of the maximumpolicylimitaswellaswhatconditionsarecoveredunderthepolicy(pre- existing, accident or injury)

Discussed with client’s what claims have been paid, the amounts paid via Explanation of Benefits

Communicated and translated Cpt codes: when policy terminates: how to renew the policy if applicable if not how to purchase new policy

Utilized knowledge of Greeting, verification, Miranda, warmtransfersandclosing

Performed as a quality motivated rep to ensure completion: servicing and documentation of inbound calls within the 5-minute limit

Considered as SPOC (Single Point of Contact)

Consistently used multi-tasking of all internal systems and portals as well as full working knowledge of Excel, Microsoft word, Microsoft Office

5/2013 -8/2014 (Searching for employment opportunities) Ocwen Loan Servicing

9/2012-4/2013

Home Retention Consultant

Acted as single point of contact in the Loan Modification Process

Provided step by step customer engagement as to what they are looking for in terms of Modification

Accessed client’s economic strength and weakness to maintain amodifiedpaymentaswellasandnotexcluding DTI calculation

Consistent customer service as the Home Retention

Utilized familiarity with different type of loans (option-arms, variables) proficient with variousmodifications, ie

Step- modifications, Hamp tier1, Hamp tier2 etc...)

Scored in the top ten productions wise as well as received high marks for quality Bank of America

3/2011 -1/2012

Case Management Quality Analyst

Monitored Customer Relationship Managers for adherence to Bank guidelines, Government guidelines, State guidelines regarding interacting and servicing of customers

Provided analytical review of calls with attention to detail as a prime focus

Provided full knowledge of the MHA (HAMP modification process) line of business, constant interaction with proficiency coaches regarding assisting the Customer Relationship Managers achieve excellence on all their service calls

Acted as in instrumental role in the wiring and network/internet setup for a teamof16individuals

Provided daily maintenance of network (provided my own equipment)

Rewarded Bank of AmericaSilver Award as well as Bank of AmericaCommunity Service

Awarded in addition 10 Above and Beyond Awards over the course of 1 year Bank of America

9/2011-3/2012

Home Servicing Specialist

Acted as a contact with borrowers attempting to get a loan modification

Gathered all applicable documents in relation to modification

Provided step by step servicing of the borrower(s) needs assessing their ability to maintain amodificationwith an affordable payment

Analyzed borrower(s) credit worthiness as well as income to ascertain which modification would suit best

Performed calculation of DTI

Gathered all documentation needed to move file to underwriting

Provided constant interaction with customer until file moves to underwriting

Served as Tech Support for night teamwithallprinter issues, network issues, as well as software issues Light Funding Corporation

4/2008-12/2010

Commercial Loan Officer / Processor

Responsible for determining the viability of the project based on the construction budget and infrastructure budget

Responsible for determining the type of loan I.e. mezzanine, construction, etc.

Gathered all income documentation for underwriting review as well as ensuring the loan fell within the funding guidelines

Ensured any due diligence or processing fees were obtained prior to processing the application

Ordered appraisal via CBRichardEllis

Satcorp

4/2005-1/2008

Residential Loan Processor

Acted as single point of contact fromstarttofinish,ensuring borrower(s) were qualified via credit pill to establish credit worthiness

Once credit worthiness was established, held responsible for gathering all income docs to determine DTI the imported said information into LOS such as Calyx or Encompass

Searched out various lenders based on borrower(s) need and or economic situation

Remitted all required steps fromlendertoensuresmoothunderwritingprocessi.e. paystubs

Reported profit and loss, tax returns, bank statements etc.

Held responsible for ensuring title is clear and ordering of title is appraised at the appropriate time

Communicated heavily with the title company

Ensured file (s) obtain clear to close fromlender

Prepared Hud-1 and ensured funds close are available based on lTV funding Education

Baruch College

Associates of Science in Political Science

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