Customer Service Representative
Resume:
Melanie Hunter
Jacksonville, FL
********@*****.***
Seasoned financial services professional with 21 years of experience, excelling in loan processing, customer service, and claims handling. Expert in mortgage account management, funding, and policy revision, with a proven track record in high-volume loan funding. Seeking a Remote role to leverage strong communication skills and attention to detail in a dynamic, virtual environment. Work Experience
Customer Service Representative
Triad Financial Services-Jacksonville, FL
April 2024 to Present
• Address customer inquiries on mortgage accounts, taxes, and insurance with accurate and prompt information to ensure high first call resolution rates.
• Utilize in-depth knowledge of financial products and services to assist clients effectively and efficiently.
• Maintain excellent customer service standards, contributing to overall customer satisfaction and loyalty.
Senior Loan Funder/Closer
CMG Financial-Jacksonville, FL
June 2016 to February 2024
• Ensured accurate and timely funding of loans by meticulously reviewing documentation for completeness, reconciling fees, and resolving discrepancies before initiating wire transfers.
• Maintained high-volume loan processing, averaging 350 fundings per month, while diligently clearing all conditional documentation upon receipt and confirmation.
• Reviewed and verified closing disclosures against funding breakdowns to guarantee consistency and compliance with financial regulations, while actively updating company policies and procedures in the database.
Travel Agent
InteleTravel-Jacksonville, FL
April 2017 to January 2022
Book Travel and Vacations
Cruise planner
Follow warm leads
Website maintenance
Customer Service Representative II
BB&T-Jacksonville, FL
September 2015 to June 2016
• Provided comprehensive support to branch offices and clients by addressing inquiries and ensuring accurate mortgage loan documentation and instruction compliance.
• Prepared and verified general ledger debit tickets for various loan types, ensuring precise accounting and adherence to Federal Truth-in-Lending regulations.
• Independently identified and resolved loan servicing issues, contributing to the accurate management of closing funds and efficient processing of titles. Loan Processor III
Digital Risk (US Bank)-Jacksonville, FL
June 2015 to September 2015
• Analyzed and processed loans in adherence to FNMA and FHLMC guidelines, ensuring compliance with industry regulations through meticulous attention to detail and organizational proficiency.
• Enhanced operational efficiency by effectively managing tasks within a high-velocity setting and maintaining clear, concise communication across written and verbal channels. Customer Service Representative
Citi-Jacksonville, FL
August 2012 to January 2015
• Resolved customer inquiries related to credit card issues, including setting travel alerts, addressing late payments, and facilitating balance transfers.
• Managed accounts for high-profile clients, ensuring satisfactory resolution of complex issues and contributing to customer retention and sales objectives. Claims Associate
Blue Cross Blue Shield
January 2008 to December 2012
• Processed and resolved a high volume of medical claims, ensuring accurate application of ICD-9 and ICD-10 coding systems.
• Maintained proficiency in medical terminology and insurance regulations, including Medicare and Medicaid guidelines.
• Met and often exceeded assigned quotas for claims management, contributing to the efficiency of the payee code system.
Foreclosure Specialist
JPMorgan Chase SC
July 2006 to June 2008
• Coordinated with legal and compliance teams to verify borrower information and track loan statuses, ensuring regulatory standards were met; authored comprehensive response letters for escalated client inquiries, maintaining a 100% compliance record.
• Analyzed delinquency and escrow scenarios to recommend loan solutions, and successfully negotiated the recovery of over $2 million in overdue accounts. Customer Service/Sales
ClientLogic Call Center-Kingstree, SC
April 2002 to June 2006
• Consistently achieved high sales figures by effectively addressing customer inquiries and promoting product features.
• Excelled in retaining customers by providing exceptional service and resolving issues, securing a top- ranking position in customer retention metrics.
Education
High School Diploma in General Education
Lake City High School - Lake City, SC
August 1999 to August 1999
Skills
• Microsoft Office Suite
• MSP
• As400
• Ventanex
• Fiserv/LoanServ
• LPS
• Sagent LSAC
• Customer Service
• Time Management
• Oral and Written Communication Skills
• Banking
• Fair Housing Regulations
• Workday
• Live Chat
• Data Center Experience
• SharePoint
• General Ledger Accounting
• Call Center Experience
• Account Reconciliation
• Analysis Skills
• Computer Literacy
• Title Processing
Certifications and Licenses
Driver's License
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