Customer Service Data Entry

Bershatta B. Barnes

*** **** **. ***** ****, TX *5104 318-***-****

**********@*****.***

To obtain a position in a professional environment that will challenge my leadership abilities and utilize strong persuasive communication skills. Through this area, I will be able to display an efficient, focused, and dynamic approach towards the organization’s objectives. Strong attention to detail Scheduling & Calendaring Facilitate and Answer Customer needs Provide Customer Service Resolving Issues and Concerns

Experience

Service Mac -Indian Land, SC (Remote)

HAF Coordinator/Senior SPOC 7/05/22-Present

• Ensure compliance with the local state and federal regulations for the Homeowner Assistance Fund program preforming the processing of mortgage loans with regards to mortgage foreclosure, mortgage defaults, loss mitigation and including applications of rules and guidelines of mortgage lending with FHA, VA or Conventional and ensure compliance with the US Treasury guidelines for the HAF program.

• Manages and technically assists with HAF software system by processing compliance documents from shared software and attaching documents to files.

• Handles cancellations, processes appropriate fees and refunds, updates and assists in the data entry of compliance files.

• Ensuring that loans assigned are processed in accordance with the Treasury guidelines for HAF and HAF program guides, regulations, guidelines, handbooks, and policies, including observing the deadlines and reviewing the HAF program applications.

• Single Point of Contact between the Cash and the states with posting instructions for wires received from the state.

• Assemble and compile documents for payment of HAF assistance, such as mortgage payoff statements, homeowner association dues, real estate taxes, insurance forms, application forms, and tax receipts.

• Provides administrative support and technical research which includes statistical reports, correspondence, and coordination of meetings and assists with training for the HAF staff.

• Provides technical assistance for implementation of program procedures, US Treasury compliance and FHA, VA and Conventional guidelines for applicable Homeowner Assistance Fund program interested parties such as lenders, realtor, lending underwriters, processors and/or customers.

• Updates program information for HAF and supplies reports from HAF Software

• Responsible for whatever needs to be done to enhance the overall operations of the Agency on a day-to-day basis.

• Responsible for delivering exceptional customer service to all external and internal customers by being always polite and helpful.

• Manage a team of 7-17 agents with the FHA evaluations segment. Monitor the teams’ work responsibilities, training, attendance, and coaching performance. Conduct weekly Application

Proficiencies:

Home saver

AS 400

LAMP

LHIS

MSP

LPS

LADI

EARLY RESOLUTION

MS OUTLOOK

LOTUS NOTES

ASPECT

ATLAS/NOVELL

URBAN

ACCURINT

SALESFORCE

L Sams

iAssist

Fiserv

Core

meetings regarding quality assurance. Monitor calls and compliance production.

• Prepares and sends letters system generated letters.

• Investigates and resolves a variety of issues, regarding taxes, insurance, escrow, late payments, late charges, etc.

• Research, and resolves all written, and emailed requests for information regarding an account.

• Investigates disputes, general complaints, received from the borrowers following the guidelines and regulatory requirements in place.

Caliber Home Loans- Irving, TX

Single Point of Contact Supervisor 10/04/2015- 07/03/2022

• Act as single point of contact supervisor for agents in all stages of loss mitigation or foreclosure process, finding resolutions to prevent foreclosure. Also, liquidation options on residential loans of all types such as Deed in lieu, Short Sales, and Cash for Keys Programs

• Manage a team of 7-17 agents with the FHA evaluations segment. Monitor the teams’ work responsibilities, training, attendance, and coaching performance. Conduct weekly meetings regarding quality assurance. Monitor calls and compliance production.

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• Also assist with customer complaints and escalations calls.

• Effectively manage complex relationships with internal and external customers of the mortgage company, while adhering to all state and federal guidelines, such as the Fair Debt Collections Practice Act (FDCPA).

• Handling daily task such as time cards, interviews and coordinating with HR

• Holding team huddles to providing updates,answering questions and explaining and any changes, one on one meetings, call observations and schedule changes

• Skip trace team locating valid contact numbers for homeowners utilizing various systems.

• Review FHA and USDA mortgage accounts making sure all guidelines per investor are satisfied before foreclosure.

• Also manage Due Diligence report for New York, California, and Washington Loans for pre-foreclosure.

Bank of America — Addison, TX

Customer Relationship Manager II

4/16/2012-8/26/2014

• Single point of contact and advisor for a portfolio of 300+ borrowers involved in the default servicing lifecycle.

• Navigates mortgaging systems to provide informed and detailed updates to customers.

• Subject Matter Expert in the loss mitigation process and works closely with Process Support, Authorized Third Parties and Underwriting.

• Ability to clearly communicate the customer’s status and steps that are needed to facilitate a fair, fast and final decision.

• Provides transparent loss mitigation experience for customers trying to retain their home

(explains income verification, calculation, waterfall FHA guidelines, and liquidation options) escrow and insurance.

• Ensuring homeowners are aware of stipulations for modifications and FHA HAMP government workout programs to ensure compliance to help retention efforts. JP Morgan Chase — Monroe, LA

Customer Care Professional/Loss Mitigation Specialist 3/31/ 2009 to 1/1/ 2012

• Inbound call center professional for mortgage home loans, coordinates a professional attitude.

• Gathering information from customers submitting loan modifications, the Way Forward, EMC and Chase Mortgage job aid based on business needs.

• Cross trained for the way forward program giving information on what programs needed to prevent foreclosure. Gave reinstatement procedures from foreclosure and loss mitigation.

• Actively developed and motivated staff in their career paths

• Contacted resolution teams with escalated routes and/or when circumstances required special handling or responses.

• Provided answers to mortgage and loss mitigation inquiries and difficult situations in a fast paced, heavy call volume environment with excellent client focus. JADAN INC — Monroe, LA

Administrative Assistance 2005-2009

• Manage, coordinate, and direct the daily operations of a unit of 2-12 non-exempt and 2 exempt staff members.

• Compose, edit, and modify procedures and memos to be utilized in the day-to-day training of staff.

• Used mastery of listening and communication skills to express the finest course of action to best suit the customer.

• Mentored new hires out of PCS making sure each employee is adequately trained. Education

Wossman High School — Monroe, LA

High School Diploma, 1997-2001

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