Jeff Rogers

Contact Number 470-***-****

E-Mail:ad2mbt@r.postjobfree.com

OBJECTIVE: To obtain a challenging growth oriented position with an establish organization in which I would contribute to the team success and hard work is appreciated

HIGHLIGHTS OF QUALIFICATIONS:

● Can be counted on to get the job done

● A proven team player with strong attention to detail

June 2023-Present-Genpact

Process Specialist for Marcus by Goldman Sachs High Yield Savings and CD'S Accounts

● Communicated via chat and voice

● Opened and closed high yield savings accounts for Marcus by Goldman Sachs

● Transferred funds via wire and ACH between the customer highyield link accounts

● I linked the customers accounts requested by the customer request

● Closed and opened high yield certificate of deposit accounts for Marcus by Goldman Sachs ● Accounts including no penalty cd's & rate bump cd's I estimated the early withdrawal penalty

● Authorized to oversee portofolios up 3 million in funds

● Help desk contact involving all level 1 technical issues

Proctor Loan Protecter Hazard Insurance Service Representative

Contract 100% remote

December 2022 to February 2023 ●Researched Interacted with customers and clients to request or provide insurance documents, ● Approved of required information using available resources and systems

● Provided customers with product and service information.

● Processed insurance documents and claims

● Identified and immediately serviced or escalated high-priority issues – prioritized and took the initiative

● Performed follow up customer calls when necessary

● Handled roughly 35-50 calls a day

● I Strived for each call to be a "one call resolution" to the issue at hand

● Responded to letters/calls pertaining to missing information

● I communicated with insurance customers, agents and carriers

● Handled calls pertaining to lapse or deficiency in coverage

● Received predominantly inbound calls (80% of the time)

● Customers were predominantly from banks and lenders November 2021 to September 2022-Spectraforce Technologies Inc. contract with Assurant

Harzard Insurance Customer Care Specialist 100% remote

● Handled in-bound calls from our customers by researching and resolving loan-level inquiries ● Hazard insurance, mortgage banking and property loss

● Utilized listening to the customers concerns and showing empathy while resolving their issues

● Took the initiative to truly understand our customers current challenges, solve them and use my expertise to proactively help them avoid future challenges

● Participated in special projects, assume new responsibilities and adjust priorities as requested

● Daily work load planned with strong attention to the details

● Provided conversation skills and the ability to WOW the customers on every call

● Excellent verbal, written and listening skills

● Relentless drive to own the customer’s problem and resolve it

● Had the added ability to adapt well to change and think outside of the box to resolve problems

● Worked in a fast-paced environment while still being continuously effecient and detail-oriented

● Multitasked using technology, including call handling, loan-level review and call documentation

November 2019 to February 2020-Bravens Staffing contract client Infosys Company

Mortgage Loan Processor/Title Reviewer

● Performed complex data and document validation

● Troubleshooted third party orders (title, appraisal, hazard, flood cert, credit, etc.)

● Handled more complex emails or chat sessions

● Completed appraisal eligibility tasks

● Evaluated loan applications for compliance with product guidelines

● Evaluated loan applications for regulatory compliance

● Interacting with multiple departments to expedite processing or issue resolution

● Performed other related duties as required and assigned

● Demonstrated behaviors which are aligned with the organization’s desired culture and values

● Excellent critical thinking, problem solving, mathematical skills and sound judgment

● Effective time management skills to deliver work on time

● Highly proficient communicator, written and oral

● Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)

● Understood applicable federal, state and local regulations

July 2019 to September 2019-Computer Generated Solutions

Temporary assignment customer care sprint technical phone support

● Took inbound calls to assist customers on technical matters

● Troubleshoot, research, isolate and resolve information system problems using internal knowledge base and tools

● Recognize customer’s problems that may need escalation to the next level for resolution following established protocols

● Experience using or supporting Microsoft Windows and PC hardware

● Multitask between systems and use various applications consecutively with proficient typing skills

● Analytical thinker with technical aptitude

● Demonstrates strong verbal, written and listening skills

● Exhibits a strong work ethic, meets quality, productivity and attendance metrics

● Exhibits a high level of professionalism with extreme sensitivity to customer satisfactory

● Provide support to customers, including procedural documentation

● Assist customers according to the documented procedures and processes

● Work continuously on a task until completed

● Prioritized and managed multiple issues simultaneously

● Good working relationship with customers and colleagues

October 2016 to March 2019-The Stonehill Group Inc. Quality Control Re-Verification Specialist and Loan Processor anaylizing and auditing approved closed mortgage loan documents

● Managed resources simutaneously all while navigating across three monitors

● Utilized Critical thinking skills and learning agility and crossed trained in loan processing and closing

● Insured federal and state laws were followed

● Completed 14 to 16 files per day in addition performed a variety of mortgage loan processing activities relating to post-close quality control audits.

● Utilized internet and web base systems to complete files in a timely manner Played integral role in conducting departmental review of current processes and procedures to identify improvements and deficiences

June 2015 to August 2016-Dealer Funding LLC

Call center customer service and collector on auto loans

● Loan servicer on subprime auto loans

● Multi-tasking on past due loans up to 120 days past due

● Recommended loan extensions, repayment plans and repos as needed

March 2014 to October 2014-Vital Solutions Incorporated

Call center loan servicer in the collection unit on Consumer and Commercial accounts

● Charge off portfolios such as GE Capital, Capital One, Regions Bank

● Honda, Nissan, Suntrust Bank, Chase Bank, Citi Bank and Washington Mutual Bank

● Collected the total amount that was owed; settle the account or offered repayment plans

January 2013 to February 2014-Quest Financial/Automobile Acceptance Corporation

Call center customer service and collector on subprime auto loans

● Multi-tasking on past due accounts up to 90 days past due

● Recommended loan extensions, repayment plans and reposessions as needed

● Face to Face contact with the customers to go over the terms of the contract

May 2007 to April 2012-Litton Loan Servicing LP/A Goldman Sachs Company

Foreclosure Loan counselor on subprime mortgage home loans

● Daily contact with borrowers and the foreclosure attorney offices

● Created financial quotes on the total amount that was owed

● Formulated repayment plans for judicial and non-judicial states/reviewed accuracy of all required documents prior to submitting for a loan modification approval

● Recommended a loan modification in order to restructure the terms of the loan

● Utilized all available loss mitigation tools to prevent losses

● Instructed the accounting department on how to apply the funds to the loan

● Daily contact with customers and realtors to advise of the short sale procedures

● Completed yearly training courses as it relates to this industry

Education:

Grambling State University-Psychology and Criminal Justice

Achievements

Western Union Certificate of Achievement

Western Union Outstanding Support Award

Software Languages and Computer Systems Knowledge of Microsoft Office Suites, Excel, Word, Outlook and Web Conferencing, Vendor Scape, Lsams, Les, Encompass, CRM and ERP

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