Customer Service Financial Services
Resume:
Jeffre Freeman
San Antonio, TX *****
Why should you interview me for this role?
• Proficient in Banking services and Bankruptcy with 5 years of experience, Including world-class customer service and identifying any potential risk to the customer and organization.
• Posses experience in taking care of charge- off experience via using the internal systems called Black Knight and ER (early resolution)
• Collaborated and discussed account servicing with Customers, Financial Institutions, Investors, and Bank
• Responsible for collecting and recovering accounts in foreclosure and bankruptcy while negotiating repayment plans with debtors to find solutions to make paying their overdue bills easier.
• Coordinated with vendors, external companies, and authorized third parties in order to cure present and future delinquencies.
Education:
High school Diploma - Edison Job corps Academy - 2006 Skills:
• Banking
• Document Management
• Escrow
• Bankruptcy
• Microsoft SharePoint
• Mortgage Servicing
• Office Management
• Account Management
• Customer service
• Financial services
• Loan processing
• Insurance
Professional Experience:
Citi - San Antonio, TX Dec. 2022 to Present
Fraud Prevention Specialist
• Perform investigation of potential fraud activity on existing credit card accounts.
• Respond to inbound client inquiries and assist with specific service-related requests and concerns
• Provide solutions to client issues through the usage of all available resources under limited supervision
• Complete assigned tasks in an accurate and timely manner
• Consistently achieve individual and team performance targets
• Contact card members to verify charges and recent activity to identify any potential fraud
• Ensure a positive customer experience while determining specific verification procedures to be used in processing customer information
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding Citigroup, its clients, and assets, by adhering to Policies, rules, and regulations, applying sound ethical judgment regarding personal behaviour, conduct, and business practices, and escalating, managing and reporting issues with transparency
USAA-San Antonio, TX Jul. 2022 - Oct. 2022
reporting to Jon Flink
Reason- There was a death in the family, and he had to leave. Bank sales and Service Representative
• Reviewed accounts and transactions to ensure adherence with regulatory guidelines and/or escalate non-compliant issues.
• Worked under limited direct supervision to identify and recommend thoughtful trade-offs for the member and USAA.
• Provide operational support to members with their banking needs on multiple Banking products.
• Explored members’ banking needs and responded with needs-based solutions.
• Experience in cash handling with requirements such as accuracy, attention to detail, ledger balance management, honesty, and dependability.
Wells Fargo: Home Mortgage Operations Centre - San Antonio, TX Feb. 2019 – Jul. 2022 Loan Servicing Specialist
• Reviewing and researching systems of record to resolve customer inquiries while ensuring compliance with internal company requirements and government regulations.
• Documenting systems of record to remain in compliance with internal company requirements and government regulations.
• Providing world-class customer service and identifying any potential risk to the customer and organization.
• Took care of Charge-offs using the internal systems called Black Knight and ER (early resolution)
• Periodically engaged in performing procedures related to advances and pay downs, funds wiring and disbursement process. Within the commercial business is responsible for payment processing, check disbursements, tax payments, imaging and document management.
• Answering questions pertaining to all areas of loan servicing including payment research, taxes, insurance, loan modifications and assumptions, prepayments, payoffs, adjustable-rate loans, credit reporting, and lien perfection.
• Engaged and enforced the collections of past due payments and recoverable amounts delinquent home lending customers; Serviced Bankruptcy Discharge Chapter 7, and 13 loans and Government and Investor backed loans
• Collaborated and discussed account servicing with Customers, Financial Institutions, Investors, and Bank
• Investigates and verifies delinquent loans, new acquisitions loans, and designated manual queue. Monitors CSAT (customer satisfaction) and performs call reviews for Escalated loan issues
• Used collection system such as black knight, ER-early resolution, Microsoft to gather information. Wells Fargo: Home Mortgage Operations Centre - San Antonio, TX Mar. 2017 - Feb. 2019 Account Resolution Specialist
• Responsible for collecting and recovering accounts in foreclosure and bankruptcy while negotiating repayment plans with debtors to find solutions to make paying their overdue bills easier.
• Communicate with supervisors, peers and subordinates to reach a common goal pertaining to the resolution of successfully servicing the mortgage accounts while bringing them current.
• Effectively using all systems to retrieve and maintain key account information, while utilizing problem-solving techniques in order to meet the company's objective.
• Coordinate with vendors, external companies, and authorized third parties in order to cure present and future delinquencies.
Wells Fargo: Home Mortgage Operations Centre - San Antonio, TX Dec. 2014 – Mar. 2017 Collection/ Foreclosure Specialist
• Screened liens, inspection reports, property appraisals, and insurance policies related to mortgage foreclosure status.
• Provide knowledge to the consumer to educate them on how the foreclosure process works and inform them of additional options and resources that may be available.
• Interact with customer to provide and gather more complex information to determine reason for delinquency.
• Evaluate customers financial situation and negotiate for full payment or create terms for repayment plans.
Contact this candidate