Call Center Customer Service

OBJECTIVE

Would like to obtain the position of Customer Service Call Center Representative with the opportunity for growth and advancement. Where I will utilize my present knowledge, decision making skills, and collection experience I have gained over the years. A motivated, personable, professional with advanced multi-tasking skill level, excellent team-building skills. Diplomatic, poised, tactful and competent, with demonstrated ability to easily transcend cultural differences. Accustomed to handling sensitive, confidential data and demonstrated history of producing accurately. Meeting stringent guidelines; thriving in deadline-driven environments.

WORK EXPERIENCEG

Guild Mortgage Company- Loan Counselor 01/22 - 4/01/24

Organization of performing activities directly related to the loan counseling functions.

Primary role is the responsibility under direct to moderate supervision to assist homeowners through inbound and outbound calls in a high- volume call center.

Handled monthly calls of 1048 as an average.

Assisted homeowners with the best possible method to address early defaults. Using a variety of collection and work out solutions.

The primary objective was to aid homeowners who are experiencing financial hardship by offering resolutions that are available for FHA, FNMA, FHLMC, VA USDA etc. to avoid losing their home.

Freedom Mortgage – Assistant Loan Processor 01/2021 – 12/09/2021

Responsible for request Written and Verbal Verifications, requesting title reports, requesting payoffs.

Working with loan officers and processors to request documents to complete the loan closing.

Uploading all documents to the system using Encompass.

Working with HVCC and sending them to the clients in a timely manner.

Freedom Mortgage – Loss Mitigation- SPOC 08/2020 - 01/2021

Responsible as a single point of contact assigned to homeowners currently 45 days of delinquency or greater.

Answering inbound and making outbound calls on assigned mortgage loans

Working with assigned loans to help with repayment options to get them current on their mortgage.

Assisted with COVID 19 Cares Act Forbearance on customers that were affected financially.

Follow up on customer in my que, remaining as a point of contact until current or approved for loss mitigation.

Helping with customer service and collections when needed on calls.

Freedom Mortgage - Customer Care 01/2018 – 08/2020

Responsible for handing 300 calls daily inbound and outbound calls.

Handing situations involving escrow analysis, taxes, hazard insurance, and working with multiple systems such as EDMS, Calabrio Venture, SAGENT, Proponsi & UltiPro

Responsible for assuring all regulatory requirements are met.

Building customer relationships by actively listening and resolving complaints

Able to adhere to schedules, multitasking and deadlines.

Professional communication skills

Able to work in a fast-paced team environment.

Maintain service level expectations and deliver quality service to customers.

Providing information and knowledgeable assistance regarding mortgage loans in a timely manner

CTI Collection Technology -Sr. Collector 07/2013 – 12/2017

Collection of Department of Education Student Loans

Handling over 100 calls daily to provide loan payment options to resolve the defaulted student loans.

Stressing the urgency of voluntary payment by offering the Loan Rehabilitation Program

This would prevent any administrative wage garnishments and tax offsets.

Bank of America - Customer Relationship Manager- Home Retention 09/2009 - 06/2013

Responsible for making and receiving calls from mortgagors to determine the reason for their delinquency.

Assigned and proficiently maintain a portfolio of over 300 mortgage loans with minimal supervision.

Use of time management and efficient organizational skills to prioritize working on high-risk loans.

Review and analyze financial documents (tax returns, credit reports, title reports, profit & loss statements, and deed of trusts) to negotiate a new mortgage payment based on their income.

Investigate and refer potential fraudulent and/or suspicious loans to Quality Control for further handling.

Maintaining excellent communication when following up with distressed homeowners and authorized third parties.

Documentation of all loans thoroughly and with accuracy making sure they receive a modification of their loan.

Responsible for preparing all documents with high level of accuracy to quality control and the underwriting process making sure to stay in compliance with company guidelines.

Successfully mastering many complex systems and adapting seamlessly through transitions/changes in policies and procedures

Bank of America - Card and Specialty loans -Senior Collector II 10/2005 - 9/2009

Responsible for outbound/inbound calls to determine the reason for default.

Managing a portfolio of 300 + accounts with minimal supervision

Use of various skip tracing and other investigating tools to locate the customer.

Responsible for collections on special loans

Working with the borrower for possible options to avoid foreclosure or repossession.

Working payment arrangements for customers on delinquent status

ENCOMPASS, BOSS; ALS; COIN CROSS (CROG) LPW; ER; HOMESAVER; ACURINT; FASTDATA; SABUR; IPORTAL; DMM; LPS; LAMP STEWART; URBAN; ADOBE READER; AS400 (I SERIES); OUTLOOK MS/0FFICE; WORD; EXCEL and POWER POINT, VMWARE, ARTIVA, SAGENT, EDMS, ULTIPRO AND CALABRIO ALSO EXPERIENCE IN I5, WIKI, BLITZ, AND TRIAGE AND AIQ

SKILLS

Type 55 WPM, data entry ten key touch, switchboard operations; analysis; financial reports and general ledger

EDUCATION

Santa Monica City College, office technology courses.

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