Service Representative Customer

Diane Flynn

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

Skills: MS Suite, ResWare, Mortgage and Insurance Specific Software,

Leave Manager

New York Life

March 28, 2022 to present

Responsible for managing New York State Paid Family Leaves

Taking phone calls from customers and resolving issues

Responsible for reviewing claims in a timely manner in a production driven environment

Responsible for managing a pipeline

Senior Title Review Specialist

Solidifi Title & Closing, LLC

December 14, 2020 – February 2, 2022

Responsible for providing clear title

Review commitments to determine what is needed to clear the title

Search Public Records to account for clouds on title or a break in chain of title

Title Curative Specialist

WFG Lender Services

February 2020 – November 2020 (Contract Assignment)

Responsible for providing clear title

Review commitments to determine what is needed to clear the title

Search Public Records to account for clouds on title or a break in chain of title

Obtaining documents such as Divorce Decrees, Marriage Certificates, Death Certificates, Affidavits of Continuous Marriage, and other documents pertinent to clearing title

Claims Associate / Customer Service Representative

State Farm

October 2016 – January 2020

Answer incoming phone calls from State Farm policy holders, State Farm agents, and external sources pertaining to each individual claim.

oHandle 150 to 180 calls on any given day

Resolve issues such as determining liability, matching repair options to customer’s choice of repair, explaining how State Farm’s processes work, and making outbound calls to push a claim forward.

Gather the information required to handle claims, set up services for parties to a loss, determine liability, and process each claim to the farthest point

Manage assigned escalated calls to me for call back and resolution

Title Curative Specialist II

Stewart Title

6/1/14 – October 16, 2016

Responding to communication from attorney offices and resolving issues that occur during the generation of pre-foreclosure title work, including but not limited to reviews of insured products such as Commitments and Foreclosure Guarantees in a high volume, production environment which requires a quota to be met

Participating in special projects as required, across the company, and working in a collaborative team environment to meet quality initiatives.

oSpecial projects require taking on the responsibility of learning new skills as needed, then working with the team involved to enhance their production and quality.

Handling inbound calls in a fast-paced environment as well as following up with emails to customers when appropriate

Mortgage Servicing Specialist

Bank of America

2007 – 2010

Examination of files for claims issues, careful review of documentation, and the creation and maintenance of files.

Resolution of issues related to title such as incorrect vesting, items missed at foreclosure, incorrect legal description. Also

oAddress post-REO sale issues when a claim is filed against the underwriter based upon an REO policy issued at the REO closing.

oResolution includes working with outside sources such as attorney’s offices, underwriting counsel as well as working with all levels of management internally to coordinate resolution.

High volume, deadline driven environment where deadlines must be met in order to avoid curtailment fees, and in order to allow closings to go forward.

Title Examiner, Pre-Foreclosure

Bank of America

2003 – 2007

Examining real estate public records. Identifying breaks in the breaks of title and identifying resolutions. Identifying curative issues and identifying resolutions.

Education:

Bachelor of Arts in English Literature

SUNY in Buffalo, NY

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