Customer Service Experience
Resume:
Felicia Favella
****************@*****.***
Garland, TX 75040
OBJECTIVE
Seeking a challenging professional position, that will fully utilize my skills, knowledge, customer service experience, and the opportunity to advance to my fullest capabilities.
QUALIFICATIONS
●Good Verbal and written communications skills.
●Organized and detail oriented.
●Ability to work in a team and independently.
●Superior customer service experience.
●Extensive knowledge of title/mortgage/banking Industry.
●Bilingual – Spanish
SKILLS
WordPerfect, Excel
Soft Pro Select / Smartview
Ramquest
Resware
Heavy volume customer service
Communicate daily with lenders, agents and buyers.
Handle disbursement of subsidy loans funds once transaction has closed.
Prepare Subsidy statements according to the HUD 1 statement and lender requirements.
Knowledge of surveys, residential contracts and various Title and lender documents required at closing.
Resolve post-closing problems-policy issues and releases.
EXPERIENCE
AugustREI August 2023 – Current Lender Service account representative
Answering incoming lender calls
Performing Escrow analysis
Assisting lender in processing payments, moving accounts forward and any foreclosure assistance needed.
Liaison between the lender and the borrower on any communication, both verbally and via email.
Selene Title March 2021 – June 2023
Escrow Processor
Made outgoing welcome calls to Agents, sellers, and brokers upon receipt of contract.
Responsible for high volume of calls in a fast-paced production environment from multiple Agents/Outsourcers
Professionally responded to inquiries by making outbound phone calls, responding to emails as well as interactions from both external and internal members regarding the status of each transaction.
Adhere to quality standards, meeting performance goals.
Ordered Surveys, Home Owner Association documents, deeds, and any other legal document needed for closing.
Reviewed title reports, and resolved any judgements, liens, bankruptcies, les pendens, or any other title issues that impact the customer from obtaining clear title.
Reviewed all trust documents, company documents, divorce decrees, deceased documents such as wills, and estate documents to assure proper vesting.
Met regularly with client management to address ongoing strategies and concerns.
BNT of Texas Aug 2019-March 2021
Escrow Assistant
Refinance and Sale transactions
Initiated welcome calls to all parties upon receipt of each new contract.
Follows up, either verbally or in writing, to ensure customer satisfaction.
Performed order entry – receipted contracts - ordered resale certificates – home warranties – managed payoffs – surveys – submitted title work to lenders and realtors – extensive curative work.
Prepared estimated and final CD’s as well as HUD settlement statements.
Scheduled in house and notary closings.
Prepared closing documents in a timely manner
Ensured complete and accurate packages are submitted for funding approval and disbursing of loan.
Carlisle Title May 2017 – Aug 2019
Builder Title Escrow Assistant
Performed order entry – ordered resale certificates – surveys – curative work.
Provided all preliminary title work including closing disclosure forms to lenders in a timely manner.
Funded and disbursed loans.
Coordinates problem resolution with appropriate departments
Balanced recording or documents and shipping of all closed files.
BNT of Texas September 2016 – March 2016
Escrow Assistant
Refinance and Sale transactions
Performed order entry – receipted contracts - ordered resale certificates – home warranties – managed payoffs – surveys – submitted title work to lenders and realtors – extensive curative work.
Determines best method to resolve problems to ensure customer satisfaction and adherence to
company policies
Informs customers of standard procedures or resolution of problem
Prepared estimated and final CD’s as well as HUD settlement statements.
Scheduled in house and notary closings.
Prepared closing documents in a timely manner
Ensured complete and accurate packages were submitted for funding approval and disbursing of loan.
Title 365 August 2015- September 2016
Escrow Assistant
Order entry, Receipting Contracts, Ordering resale certificates, Home Warranties. Payoffs, Surveys, submitting title work to lenders and Realtor.
Extensive Curative, preparing Estimated and Final CD’s as well as HUD Settlement Statements.
Fund documents, researched loans,
Close loans when needed, recording of documents, and policy instruction submission, scheduled in house and Notary closing, worked with all parties throughout the closing process to ensure the best closing experience for the customer.
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