Customer Service Representative

Resume

Jimmy R. Rowlett

**** ********** **, ****** *****, TX 75028, 214-***-****, **************@*****.***

Knowledgeable about application requirements, financial histories and underwriting processes. Brings expert customer service, time management, excellent verbal and written communication, and a background cultivating relationships and e Meticulous and analytical loan professional trained in diverse loan products and exhaustive approval processes. Exceeding goals. Military Veteran Honorable Discharge Mortgage Servicing Customer Service Loan management Underwriting support Quality assurance Multitasking. Examines deeds, deeds of trust, liens, judgements, easements, and plats/maps to determine ownership, encumbrances, and to verify

Customer Service Representative October 2021- present loan Depot Plano, TXResponsible for researching and responding to verbal, written and electronic customer and regulatory bodies’ inquiries and complaints. Performs response administration while conforming to all regulatory, statutory and investor guidelines. Provides support to internal operational areas and external parties as needed.

Inbound Coordinator January 2021 – April 2021 Chewy, Inc. Dallas, TX Integrated logistics operations with business systems and processes to enhance areas such as sales and order management. Lessened environmental impact with thorough audits of storage, distribution and transportation procedures. Oversaw logistics department with $170,000,000 yearly purchasing budget. Maintained and developed positive business relationships with customers' key personnel involved in logistics activity. Follow and commit to meet Key Performance Indicators (KPI’s) for safety, quality, production, efficiency, and service requirements. Follow practices and processes intended to provide safe products that comply with appropriate laws and regulations, meet the company quality standards. Follow and commit to safety and GMP (Good Manufacturing Practices) Manage multiple projects directed toward strategic business and other organizational objectives. Work with all levels of manufacturing leadership to create plans for executing approved strategic projects. Develop project plan schedules and work plans, estimate resources and costs, and track and report progress. Manage, prioritize, and ensure completion of projects and programs of various size, scope, and duration

Mortgage Loan Servicing-HUD October 2016 – November 2018 Solomon Edwards/ Mr. Cooper Home Loans Irving, TX Reverse Servicing Claims Ensure claims are submitted to HUD in a timely manner and paid in full. Review corporate advance expenses, attorney fees and costs, appraisals, property preservation, taxes and insurance and escrow to determine whether they are claimable expenses. Pro-rate hazard insurance using a pro-ration calculator to determine the highest possible refund to the investor. Provide training to peers to ensure best practices Create final claim packages for HUD audits. Closely followed investor and insurer Guidelines to recover reimbursable servicing advances incurred throughout the default liquidation process. Filing FHA HUD Claims, 3rd Party, Short Sale, ABC/SBC Foreclosure Deed in Lieu Claims. Resolved customer complaints quickly, employing knowledge of loan products, bank policies and customer service strategies.

Mortgage Account Executive June 2013 - October 2016 Deval Financial /Frontline Irving, TX R Established short sales of HECM loans. Executed assignments of loans from one servicer to another servicer. Coordinated extensions to allow families to sale the property. Prepare documents to be reviewed by attorneys. Verified completeness, accuracy and integrity of loan agreements. Enhanced customer satisfaction with fast, knowledgeable service.

Title Curative Specialist June 2012 - June 2013 RELS Title / Workway Westlake, TX Overseeing the closing of loans Responding to inquiries by email and phone Address any curative issues that would hinder the closing Reviewed closing reports for continuous updates of the closings Examine the chain of the title. Assessed accuracy and completeness of land-related documents, rejecting unsuitable applications. Examined documentation such as mortgages, maps, and contracts to verify relevant factors, including properties' legal descriptions, ownership, and restrictions. Verified property factors carefully, including legal descriptions, current ownership, and specific restrictions. Identified issues affecting titles and property use by examining individual title documentation. Resolved title-related problems by working closely with realtors, lenders, and courthouse personnel. Reviewed documentation such as mortgages, liens, and contracts thoroughly to obtain necessary title information. Copied and summarized recorded documents such as mortgages, trust deeds, and contracts that affected property titles. Approached and solved work problems with initiative and sound judgement. Worked effectively with diverse team to accomplish daily objectives and meet long-term goals. Prepares property reports and title commitments.

REO Asset Manager January 2008- June 2012 Power-REO/ American Home Mortgage Coppell, TX Maintained a portfolio of over 60 million dollars in value. Managed and oversaw operations, maintenance, and improvement of residential properties. Analyze BPO's and Appraisals for market value. Established marketing strategy for residential properties. Maintained communication with brokers and agents to negotiate contracts. Approve repair bids. Obtain Investor and MI approval to list property. Negotiate with the city and HOA to address any code violations. Kept properties maintained with regular preventive maintenance. Protected bank from losses, setting up required property and mortgage insurance for each loan. Make regular reduction in list price to remain competitive in housing market. Advised senior staff on aged assets.

Foreclosure Specialist June 2002 - January 2009 Countrywide Home Loans Plano, TX Manage the workflow for the REO evictions. Coordinate evictions, sales closing and provide support. Have a good understanding of the foreclosure process. Familiar with attorneys, agents and vendors to establish fee structures. Resolve HOA dues and city code violations. Approve payment of taxes. Monitored the foreclosure process. Maintained contact with the foreclosure attorney to ensure evictions occur as planned. Secured and maintained vacant properties by working closely with preservation associates. Informed all parties of foreclosure proceedings by drafting and distributing professional business correspondence. Managed foreclosure processes through effective checklists and timeline management. Reduced errors and delays with thorough verification processes. Kept foreclosure team's actions in compliance with SLA( service level agreement) standards with daily and monthly reviews. Resolved problems proactively, reaching out to attorneys and bank professionals to correct issues. Identified issues with documentation and titles based on careful assessments of paperwork.

Information Solution Specialist January 1999 - June 2002 Experian Allen, TX Prepare and review reports on a daily basis. Address any concerns of the client regarding the reporting of information on the credit report. Maintain the integrity of the information and gather the correct information to avoid any repeat of issues. Assisted to defuse escalated issues and worked directly with customers to support resolution. Addressed customer complaints with tactful communication and actionable solutions. Answered telephone inquiries related to customer accounts, inquiries or negative items on credit report. Cultivated customer-centric atmosphere by efficiently addressing customer concerns and providing timely and accurate credit report information. Met inbound customer needs while maintaining strict performance targets. Updated records with all interactions and customers transactions. Completed inquiries and followed up with customers to share findings and offer solutions. Referred unresolved customer grievances to designated departments for further investigation.

Courier October 1994 - December 1998 FEDEX Austin, TX The pickup and delivery of packages Sorting packages to go to the proper destination A candidate for the management program Review reports and advise team members of their daily goals. Facilitated team meetings. Evaluated traffic patterns, alternative routes, and weather conditions to plan navigation. Observed all traffic laws and safety protocols and maintained clean driving record. Monitored and verified safe delivery of all FedEx Packages. Completed daily transport schedule within established margins and maintained meticulous records. Utilized handheld electronic device to manage daily delivery and pick-up data. Recorded information such as items received and delivered and recipients' responses to messages.

EDUCATION REFERENCES BS in Business and Human R elations June 2007 Amberton University, Garland, TX

Hope Rosales Power REO 214-***-****

Randall Levingston Greyhound 972-***-****

Fred Felton Countrywide 214-***-****

Ashley Uchendu Mr. Cooper 469-***-****

Liz Tran Chewy, Inc 214-429-613

Contact this candidate