Customer Service Care

Monserrath G. Marceleno

Cell: 623-***-****

Email: *.***********@*****.***

Dedicated and results driven compliance professional with six years of experience supporting cross-functional teams with escrow and insurance related inquiries. Demonstrates a proven ability to effectively manage resources to accomplish organizational goals. Recognized for demonstrating sound judgment when managing sensitive and confidential matters within servicing. Recognized for achieving leading customer satisfaction. Highly- praised among peers and management for detail-oriented nature and drive to continually gain results. Skills

• Execute timely disbursements of insurance premiums.

• Skills at identifying and solving complex escalated issues

• Cross- Train peers

• Successfully manage department inbox

• MSP

• Identify and resolve discrepancies through daily minoring

• Identify and implement Hazard Insurance Process Improvements

• Identify and validate discrepancies during QC

• Bilingual

Experience

Evergreen Home Loans Phoenix, AZ 02/2022 – Present Escrow Coordinator – Hazard

• Handling escalations via email daily

• Responding to daily emails with update and resolved issues.

• Work on homeowner’s report and disbursing over 80 accounts daily.

• Assisting colleges within the insurance team or customer service in complex situations.

• The ability to multiply tasks with wires, inbox and returning calls to insurance carriers and disbursing accounts.

The Money Source Phoenix, AZ

Escrow Analyst 1 –Servicing 04/2021- 02/2022

• End of the month Hazard Audit

• Open Items report

• Submitted flood disputes with supporting documents, i.e., LOMA

• Daily Hazard tasks- emailing Assurant to disburse payments Evergreen Home Loans Phoenix, AZ 02/2019 –04/2021

Escrow Coordinator – Hazard

• Handle timely hazard disbursements internally via bi-weekly reporting

• Partnered with insurance vendor to implement hazard disbursements via wire

• Handled LPI billing and reconciliation reports

• Submitted flood disputes with supporting documents, i.e., LOMA, Flood elevation certificates

• Handled Flood Zone change report and borrower notification

• Assist colleagues within Customer Care to research and resolve complex situations

• Ability to work in high-paced environment, manage time efficiently and exceed all metrics

• Ability to analyze issues with attention to detail, readily identify regulatory breaks, work with internal team members to ensure follow up and account maintenance completed to ensure timely account resolution

• Assessing and resolving client issues at a moment’s notice, provide explanation of process and communicate effectively with cross-functional teams to minimize customer callback and complaints

Nationstar/Mr. Cooper, Chandler, AZ 02/2019 – 03/2018 Senior Administrator – Customer Service

● Processed mortgagor payments

● Assisted borrowers with escrow inquiries and explanation of annual analysis adjustments

● Identified payment posting discrepancies and any need for payment reversals or corrections

● Assisted with borrower document requests

● Assisted borrowers with online password resets

● Maintained up to date working knowledge of Customer Service procedures JP Morgan Chase, Tempe, AZ 09/2015 – 03/2018

Mortgage Specialist I – Customer Service

● Maintained up to date working knowledge of Customer Service Procedures

● Processed mortgagor payments

● Assisted borrowers with advance escrow inquiries and research

● Assist with insurance check endorsements

● Handled Branch representative calls

● General mortgage inquiries

Education and Credentials

Copper Canyon High School – Diploma 2009

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