Customer Service Project Management

Springfield Ohio *****

Phone 937-***-****

Email *********@*****.***

CHRISTI LYNN TRENT

PROFESSIONAL SUMMARY

Over Twenty-five years of Mortgage Banking and Finance which entails problem resolution experience, exceptional research skills, coupled with formal training. Trained multiple teams, performed monthly/annual audits for quality controls, developed curriculum for continued education and guided multiple projects to completion.

SKILLS

Training and Development

Analyzation and Research

Policy/Procedural writing

Project Management

Proficient in Microsoft word, excel, and power point.

PROFESSIONAL EXPERIENCE

•Managed escalated customer service calls professionally, resulting in satisfaction and high customer retention.

•Researched and quickly responded to customer’s written correspondences.

•Processed loan documents and credit reports for bank loan officers and affiliate bank personnel in a fast-paced environment.

•Designed new training policies and auditing guidelines for continued employee education programs.

•Facilitated weekly motivational team power meetings which promoted a positive work environment and high escrow team productively.

•Researched and resolved complex property tax and hazard insurance issues, thus avoiding lost revenue for the company.

•Researched and audited loan payment exception reports consisting of high-risk loans in bankruptcy, collections, foreclosure, short sale and tax lien status.

•Researched and processed rejected loan payments due to incorrect loan numbers, missing payment coupons, or illegible checks.

•After quick problem resolution, posted loan payments to customer’s mortgage loan.

•Executed the timely removals of Chapter 11, 7, and 13’s while adhering to investor requirements. Monitored and completed bankruptcy exit events such as dismissals, discharges, and relief from stays, while being cost efficient and thorough.

•Created and balanced payment ledgers, reversed non-sufficient fund payments, and advised other departments in payment applications and procedures.

•Collaborated with paralegals, district trustees and attorneys to ensure a smooth transition during the life cycle of multiple bankruptcy cases assigned to me.

•Collaborated in completing multiple time sensitive projects while controlling cost and avoiding lost revenue of high dollar amounts.

•Processed, monitored and/or completed bankruptcy proof of claims, plan reviews, motions for relief, agreed orders, notices of payment changes, motions to sell, notices of final cures, plan confirmation orders, motions for loss mitigation, plan objections plan completion orders.

EMPLOYMENT HISTORY

September 2016-Present, PNC Bank, Bankruptcy Department, Bankruptcy Debt Analysis team, Bankruptcy Analyst, Miamisburg, OH

May 2013-September 2016, PNC Mortgage Co., Customer Service Specialist/Escrow Team (Work from Home Pilot Team November 2015-2016) Miamisburg, OH

April 2012- June 2012, American Income Life Insurance Co. (Surace-Smith), Benefits Specialist, Fairborn, OH

November 2008-April 2012, Ohio Masonic Community, State Tested Nursing Assistant, Springfield, OH

July 2007-October 2008, Beach Manufacturing, Factory Assembly Line Inspector, Springfield, OH

July 1991-September 2005, PNC Mortgage Co., Customer Service Representative /Correspondence Rep. / Mortgage-Bank Helpdesk Support Rep. / Payment Research and Data-Entry Rep. /Escrow Auditor/ Escrow Trainer, Miamisburg, OH

June 1988-July 1991, Kissell Mortgage Co., Payment Research and Data-Entry Representative, Springfield, OH

EDUCATION/CERTIFICATIONS

•State of Ohio Insurance license: Life, Accident and Health, April 2012

•State Tested Nursing Assistant certificate, October 2008, Clark State Community College, Springfield, OH, State of Ohio Registry

•Associate degree in emergency medical services, June 2007, graduated with honors, Clark State Community College, Springfield, OH GPA 3.5

•EMT Paramedic certificate, November 2005, Clark State Community College, Springfield, OH

•EMT Basic certificate, November 2004, Clark State Community College, Springfield, OH, National Registry

ACCOMPLISHMENTS

•Outstanding Performance award, August 2004, PNC Mortgage Co., Escrow Analysis Department

•Perfect Attendance award, years 2004, 2002, and 2001, PNC Mortgage Co., Escrow Analysis Department

•Customer Service Appreciation award, (Swat Team) December 2004, PNC Mortgage Co., Escrow Analysis Department

•Dean’s List award, years 2006, 2007, Clark State Community College

•Perfect Attendance award, November 2008-2009, Ohio Masonic Community

•Chairman's Referral achievement, 2012-2013, PNC Mortgage

•Numerous Peer to Peer and Managerial recognition spotlights, 2015-2024, PNC Mortgage

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