Customer Service Call Center

Josh Marcantel

Objective

To use my experience of over 20 years in a fast-paced call center environment with a thriving company. I am driven and like to be challenged to reach new heights in my career. I have extensive knowledge of other basic programs like Outlook, Excel, PowerPoint, and Word. I am always on time; come in and give 100+ % dedication, to exceed expectations. I also have plenty of experience in training new agents and having them understand the product and the system before they take the calls.

Experience

Genpact / Goldman Sachs

Tier 2 Customer Service Agent / Team Leader

July 2021 - March 2024

Handled Escalation calls, Helpline calls, Back-Office calls, and Money Movement calls.

Processed money movement for online savings accounts and CD accounts.

Handled call via inbound, outbound, and chat methods.

Worked in the back office with Tech support and Cases.

Coached agents on their calls and helped other teams with their QA scores.

Handled different technical issues with the phones and systems.

Performed On-the-job training for new hires.

Responsible for different cases and processed them in a timely manner.

Handled all follow up with clients.

Deval LLC / Selene Finance

Customer Service/ Collection

October 2018 - January 2020

Collected payments on their account.

Provided support to the Customer Service Department by preparing and sending payoff statement requests, reinstatement quotes and ACH related items.

Provided status on their modification.

Explained escrow analysts on accounts.

Assisted with special projects and other duties as needed or assigned.

Microsoft Corporation (Contract)

Account Billing Representative

March 2018 - July 2018

Provided overall support and assistance to Microsoft customers.

Helped solve customers’ issues and concerns on their Xbox or their Microsoft account.

Collected any past due accounts to bring accounts current.

Processed refunds for any fraudulent accounts

Reset passwords on accounts.

Removed canceled or suspended accounts.

Loan Depot (Contract)

Customer Lending Officer

September 2017 - February 2018

Verified homeowners’ information.

Explained the details of refinancing to customers.

Assured recital and clarity of FDCPA disclaimer.

Collected on accounts 30, 60, 90, and 120+ days, with the intent to bring current.

Core Logic (Contract)

Decline Specialist

September 2013 - January 2014

Processed appeals for homeowners.

Explained the reapplication process to homeowners.

Maintained a caseload and monitor day-to-day compliance of appeal decision time limits.

Entered all data related to appeals and case reviews into a database.

Coordinated and distribute first, second, and third-level appeal request assignments.

Responded to member, provider, and client telephone inquiries regarding the status, process, and outcome of appeals.

Bank of America - Home Loans January 2009 – November 2012

Customer Relationship Manager

October 2010 - November 2012

●Introduced and trained new associates to the CRM unique single-point-of-contact (SPOC) nature of the role.

●Explained the modules assigned to the CRM, as well as the tools available for providing a successful customer experience.

●Helped homeowners keep their homes and help make monthly payments affordable.

●Advised when the modification process is complete or declined; If denied I would suggest other options.

●Interacted with all departments within BOA to find the best alternatives to service loans and proceed to the underwriting process.

Management Server Specialists

January 2009 - October 2010

●Provided solutions to homeowners with the intent to resolve the possibility of foreclosure.

●Used programs such as Lamp, Home Saver, Home Base, Loan Modification Portal, and AS400. Also, oversee letters to grant or deny an appeal for loan modifications.

Education

MacArthur High School Graduate - 2009

Aviation Institute Maintenance - 2021

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