Customer Service Call Center

Lisa Mendez

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

Newbury Park, CA *1320 ************@*****.*** Cell: 805-***-****

Areas of Expertise

Customer Service & Enhancement Time Management Sales Management Problem Resolution Organizational Skills Team Leadership Professional Experience

Pennymac Loan Services, LLC Moorpark, CA 04/2015 – current Claims Processor Processor

Servicing Finance Compliance Specialist I, QA

Cash Management Processor

Research & Correspondence Research Associate

Customer Service Call Center Rep

Motivated team member who understands the importance of customer satisfaction and importance of regulations within Mortgage

● Servicing.

● ● Understands Assist in testing, the implementation importance of efficiency and trouble and shooting accuracy of in servicing all job expectations. system platform

● Perform post-foreclosure servicing functions as required by MI, investor, insurer, and internal guidelines

● Filing claims for reimbursement of expenses

● Achieve key metrics associated with process

● Maintain workflow in a current status through demonstrated proficiency in dashboard and exception reporting tools

● Assist in additional projects to validate foreclosure and modification terms

● ● ● ● ● Monitor Manage Manage Assist Manage Identify, in payment analyze late EFTA onboarding managing charge Fed and application Reg compliance and training assist reporting insufficient in for for system reporting new automatic monthly funds associates programming and for fee payments compliance required assessments within errors and Mortgage Investor remediate in to new be Accounting, Servicing servicing within as needed state, Training platform Bank federal Recon, on development and a monthly Cash investor Management basis requirements & Servicing

● ● Assist Assist in creating in testing workaround codes solutions for transaction for systematic errors applications, reversals and payment postings

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● ● ● ● ● ● ● Payment Management Establish Assist Contact Partner Assist Assist in in in with Title the recovering testing applications process Escrow, posting to of recover new payment to corporate of monitor servicing Tax and wire payoff and posting reversals payments fee Insurance advance short system assessments for payments automatic platform received payments departments and for drafting for from payments\loan complete to Title ACH payoff facilitate due program remediation fee\to ACH loan short payoff transactions payoffs shortages due to disbursements

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● ● ● ● Reply Assist Assist Ensure Identify to in in loan mislabeled customer processing documents questions documents\payment stop are payment labeled received refund files requests and correctly requests via correct new within online within Pennymac messaging system platform document management system

● ● ● Contact Partner with outside Escrow, tax and Tax, insurance Insurance entities and Cash to assist departments in customer to complete escrow payment research changes requests

● ● ● ● ● Answer Advise Assist Submit Special testing customers requests projects calls received and with for enrolling of additional changes call within monitoring customers the made loan Call research, for to Center in mortgage quality monthly for payment control Mortgage payments and biweekly application, Servicing automatic payment drafts refund Macy’s Thousand Oaks, CA 07/2011 – 04/2015

Women, Children & Junior Sales Department Sales Supervisor/Manager Makeup Department Chanel Counter Manager & makeup artist References available upon request

● Responsible for creating a work scheduled for each department based on team size and department needs

● Creating sales goals for each department based on corporate goals plus increase percentage

● Providing employee sales goals based on scheduled hours

● Provide training and redirection when needed based on poor performance

● Manage inventory for each department and ensure product is displayed on the sales floor based on sales and promotions

● Drive sale increases by creating department events and partnering with local vendors to participate in events

● Responsible for managing a team of 4 to drive sales

● Responsible for creating a work schedule for team based on counter needs

● Help in meeting sales goals for the counter as well as each employees personal goal

● Responsible for scheduling and confirming makeup appointments

● Responsible for ensuring team has up to date communications and make up trends from Chanel corporate offices

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