Customer Service Real Estate

Brian Swansey

**** ********* ** ***** (***) ***- 1072

Matteson IL 60443

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

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

Qualifications Summary

A goal-oriented professional with solid Customer Service background, and Operations environment experience. Highly organized with the ability to manage multiple projects and meet deadlines. A team player, with a strong work ethic combined with a commitment to excellence in all projects undertaken. Exemplary communication skills. Computer literate.

Professional Experience

Swansey Appraisal Group – Park Forest IL September 2007 – September 2021

Owner And CEO

Own and operate my own Appraisal Company, handling any and all issues that arise on a daily basis. Estimate the official worth/value of residential property, with extensive experience in Cook and Will County

Proficient in WinTotal software

FHA Certified

Expertise with Pre-Forclosure REO, Divorce Settlement, Desk and Field Review, and Tax Assessment appraisals

Allstate Appraisal – Chicago Heights IL January 2013 – August 2013

QC Analyst

Analyze and review appraisal reports based on lender/client checklists and appraisal requirements, before reports are sent to the lender.

Kirkwood Appraisal Group – Montgomery IL November 2006 – November 2010

Licensed Real Estate Appraiser

Estimate the official worth/value of residential property, with extensive experience in Cook and Will County.

Proficient in WinTotal software

L.M. Appraisal Group – Wood Dale IL October 2006 – February 2007

Licensed Real Estate Appraiser

Estimate the official worth/value of residential property, with extensive experience in Cook and Will County.

Proficient in WinTotal software

Bank One/Anexsys – Chicago IL June 1997 – October 2006

Client/Customer Service Representative

Responsible for 17 payroll processors using various telecommunication protocols. Monitor daily enrollment and payment files sent by payroll processors using EDI (Electronic Data Interchange)/ASCII format. Manage Microsoft Access Database storing each payroll processors transaction history for quality reporting to the IRS (Internal Revenue Service). Process next day and same day wire tax payments under strict time constraints using HP – Unix. Create detailed incident reports and error logs of all file issues and deadlines missed. Create weekly Bulk Filer quality charts for the IRS/FMS, and senior management at Anexsys.

Acting as sole Client Service Representative as of October 2003 when back-up resigned from company

Received special recognition from management for being “Reliable, Responsive, and Customer Focused”

Client Services/Engagement Manager

Responsible for monitoring the flow of media distribution to and from financial institutions in the state of Idaho. Process state files for FIDM (Financial Institution Data Match) on the following media types, which include CD ROM, 3.5 Diskette, 4.4 Dat, 8mm cassette, QIC tape cartridge, and PGP e-mail

Lead contact person for 117 financial institutions

Handle all escalated calls from Idaho credit unions if customer service is not able to assist them

Train all customer reps who will be skilled to receive SEEK Idaho calls

Create and maintain weekly charts to measure performance

Assist in developing and implementing new procedures

Customer Service Team Leader

Responsible for the performance measures of 10 customer service representatives. Monitor each representative weekly for quality assurance proposes, with feedback and coaching. Resolve all escalated calls from taxpayers who request the assistance of a manager due to unresolved issues or complaints. Document conversations that lead to disciplinary action including, excessive tardiness, unacceptable behavior, Bank One policy violations, etc.

Made myself available to answer any questions or address the needs of anyone on my team

Focused on morale building opportunities

Found creative ways to make work a positive and rewarding experience

Assist management in the hiring of new customer service representatives

Investigation Unit/Customer Representative

Handle complex calls from financial institutions and payroll processors. Process unique and exceptional enrollment inquiries involving taxpayers. Answered business taxpayers on the subject of transmitting electronic federal tax payments through the ACH (Automated Clearing House) network for EFTPS (Electronic Federal Tax Payment System). Processed and verified NOC’s (Notification of Changes) sent by banks to update taxpayers banking information. Handled and resolved taxpayer incurred penalties assessed by the IRS

Assist in the training of new hires

Assist management with the development of a new Payment Instruction Manual to be sent out to over one million taxpayers

Customer Service Representative

Resolve taxpayer inquiries regarding the EFTPS. Record information concerning each call and the resolution in the Customer Service Application upon completion of each call.

Conducted extensive testing of the Windows based Customer Service Application

Education

Office Of Bank And Real Estate – IL

Certified Residetial Real Estate License

Office Of Banks And Real Estate – IL

Associate Appraiser License

Robert Morris College – Chicago, IL

Majored in Management Information Systems

Dean’s List

Columbia College – Chicago, IL

Majored in Marketing/Music

Contact this candidate