Help Desk Customer Service
Resume:
Maple Hilliard
Indianapolis, IN *****
*****.********@*****.***
Summary
Highly skilled and accomplished Mortgage Professional with 12 years of experience in retail originations, customer care, delinquency management, non-single point of contact, and regulatory compliance. Seeking stability and growth opportunities within a company to continue learning and take on additional responsibilities, contributing to team success and value.
Education
•Indiana Wesleyan University: Bachelor’s Degree in International Relations Security/Cybersecurity
•ITT Technical Institute: Associate of Applied Science in Computer Forensics
•Professional Careers Institute: Certificate of Diploma in Computer Office Administration
Professional Skills
•Desktop Support
•Customer Support
•Customer Service
•Call Center
•Technical Support
•Help Desk
•Help Desk Ticketing Systems (Service Now)
•Password Support
•CIT Development
•Data Transfer Management Process
•Virus Scan
•Ticket Management Systems
•Data Collection
•Troubleshooting
•Knowledge of AWS
Work Experience
Business Support Specialist
FREEDOM MORTGAGE - Fishers, IN
November 2017 to Present
•Handle calls from Associates regarding various business support requests.
•Utilize knowledge of internal products and services to address issues, provide support, and offer information to keep customers satisfied and retain business.
•Proactively seek solutions to problems and propose improvements.
•Manage integrations between Customer Service and other Customer Engagement environments (e.g., Call Center and Self-Service applications).
•Create and support training initiatives to help end users gain knowledge of system navigation and best practices.
•Perform basic VPN connectivity troubleshooting and password resets.
•Prepare data for manual and automated uploads.
•Ensure asset accuracy within multiple accounts.
•Manage and track assigned requests, prioritize tasking, and coordinate with support staff as needed.
•Act as an ambassador for IT, ensuring successful customer support experiences.
•Research, document, and provide technical information to develop and maintain support products.
•Analyze and resolve incidents and requests related to application software or hardware usage.
•Log and track incidents and requests from identification through resolution.
•Collaborate with other support groups globally to troubleshoot client issues.
•Collect and analyze information from system users to provide input into system scope and objectives.
•Troubleshoot internal system access, password resets, cancel status, and password unlocks.
•Diagnose, resolve, or escalate issues and problems.
•Resolve technical help tickets submitted via phone, email, and walk-ups.
•Communicate both verbal and written technical information to a wide range of end-users.
•Manage tickets in the queue, ensuring timely resolution and closure within defined service level agreements.
•Interact with different teams (tier 1 support, etc.).
•Ability to learn quickly and work in an adaptive, team-oriented environment.
•Collaborate with Functional/Technical leaders to design the best solution that fits the requirements.
•Diligently follow all standard operating procedures (SOPs) to resolve technical issues.
•Work independently or as part of a team, ensuring deadlines are met.
•Utilize effective communication skills to present ideas, processes, and develop relationships with teams.
Underwriter Intake Specialist
FREEDOM MORTGAGE - Fishers, IN
September 2016 to November 2017
• Calculate income from pay stubs and validate W-2's
• Responsible for analyzing and evaluating all information provided within a loan file for compliance with applicable investor guidelines and regulations.
• Collect appropriate documentation to clear conditions set by the underwriter
• Notate Fiserv, update checklist, order credit, update loss financial screen, and update loss work screen.
• Escrow Analyst.
• Access Tempo to request fees & costs for loans in foreclosure.
• Ensure the package is complete with all required documents before sending it to Underwriter.
• Obtain all necessary supporting documents in compliance with Fannie Mae (FNA), Freddie Mac (FHLMC), VA, FHA, and mortgage lending regulations.
• Process litigation, mediation, and bankruptcy files.
Customer Care Representative
FREEDOM MORTGAGE - Fishers, IN
December 2014 to September 2016
• Evaluate and analyze borrower calls concerning foreclosures and payment delinquencies.
• Assist borrowers with financial inquiries, including providing solutions for their short- or long-term hardships.
• Selected by management to serve as a Floor Coach in addition to my role as a non-engaged SPOC (Single Point of Contact). Help supervisors identify areas for improvement or growth.
• Emphasize delinquent management, payment recovery assistance, one-call resolution, and escalation of operational issues related to borrower requests.
• Responsible for delivering workouts according to investor guidelines (approval or denials).
• Ensure borrower accounts are properly documented with actions taken, correspondence, and explanations of controllable vs. uncontrollable delays.
• Support internal staff with questions regarding foreclosure loans within their delegated authority.
Customer Care Representative
LOCKHEED MARTIN - Indianapolis, IN
September 2012 to December 2014
• Respond to borrower inquiries regarding FHA lending, utilizing HUD’s knowledge base, regulatory guidance, and awareness of policies and procedures.
• Conducted database queries to provide borrowers with appropriate responses.
• Collaborated with Loan Officers and Supervisors on escalated issues.
• Partnered with other functional areas to facilitate the research and retrieval of information.
• Assisted in generating automated reports for senior government leadership within the sector.
• Respond to phone calls from attorneys and other interested parties.
Additional Information
• Extremely flexible and independent, with the ability to multitask and collaborate with management or team members while maintaining strict attention to detail and accuracy.
• Possesses excellent research, data collection, and analytical skills.
• Takes responsible ownership and accountability for assigned tasks while maintaining a focus on compliance.
Contact this candidate