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Customer Service Representative

Dallas, TX
February 21, 2020

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Cynthia Hoskins

***** ***** **** *** ***

Dallas Tx 75287

(214) 900_7020

OBJECTIVE: To obtain a challenging position to apply my skills and abilities to an organization’s structure and development.


Computer: MS Word, MS Excel, MS Outlook, MS PowerPoint,

Mortgage: LPS, AS-400, Mod Analysis, LAMP, Home Retention applications, CRM Tool

oSpecialization: Bankruptcy, Litigation, Mediation.

oFHA, VA and conventional mortgage purchases

oChat and Deposit, Debit Card Fraud


Customer Service Specialist II Bank of America Forthworth, TX September 2014- August 2019

●Manage escalated calls, researches and resolves complex client issues, analyzes data, identifies trends, prioritize tasks, and provides feedback and recommendations to management.

●Diligently work to disclose financial and banking needs through recommending the best products, services, and solutions to meet the needs of customers and small business clients.

●Maintains an customer-centric approach to managing daily activities while juggling multiple demands to achieve efficiency and productivity

●Implements procedures to meet production deadlines, successfully executes service level agreements and manages relationships with business partners.

●Ensures quality standards are met or exceeded. Effectively Communicates process and procedural changes.

●Responsible for trainee reviews to assess strengths and development needs providing feedback and opportunities for growth. Coaches, trains and develops associates and as well as leads other call center quality and morale initiatives

●Assists with escalated issues when overflow call volume requires additional phone coverage.

●Accountable for the successful resolution of all client requests and for overall client satisfaction within the region.

●Delivers high-quality, error-free work that is exact and complete by paying close attention to detail

●Critical thinking and executive decision-making to troubleshoot debit cards and random account errors to provide swift solutions to varying degrees of complexity through the use of bank resources and technology

●Fostering a strong collaboration with team members and business partners by contributing ideas, opinions, and skills toward the achievement of optimal customer satisfaction levels and innovation.

●Servicing systems include: Interact, LEAN, BOSS/FAST, FDES, Xnet, and Image View

Bank of America, Richardson TX April 2010 – September 2014

Customer Relationship Manager

●Analyze credit reports, pay statements, bank statements, and tax forms to determine risk for potential loan modification or other workouts.

●Complete modifications and negotiate terms with the homeowners, attorneys, and authorized third parties.

●Responsible for training and evaluating current and newly hired employees.

●Maintained a large portfolio of 400+ loans.

●Review and order Title report.

●Postpone Foreclosure sale dates in LPS, Foreclosure postponement data base.

●Monitor foreclosure sale date and postponements to keep bankruptcy attorney, authorized third parties and organizations updated.

●Ensure loans that foreclosure actions on individual accounts are completed according to investor/ insurer. State, and regulatory guidelines.

Adecco Temp, Dallas, TX June 2009 - April 2010

Mortgage Loan Processor

●Work Pipeline 200+ loans.

●Included collecting all required documents

●Obtain credit reports, inspections, surveys, and title work

●FHA, VA and Conventional Mortgage including a lab opening, processing and

●submitting a conventional purchase transaction

Texans Credit Union, Dallas, TX August 2006 - June 2009

Loan Processor / Customer Service Representative

●Assisted member with Mortgage Rates Payments, Verification of Deposits opening new IRA, CDs checking and saving accounts.

●Included cross selling, closing financial product and service solutions additional job

Functions will include processing paying and receiving transactions.

●Researched and gave resolution phone calls to the customers.

●Handled 80 to 100 incoming calls daily.

Professional Attributes:

●Detailed-oriented with excellent analytical, organization and investigative skills.

●Exercise independent judgment and decision-making abilities and a high level of confidentiality.

●Ability to multi-task without compromising daily objectives or quality

●Self motivated and able to follow direction and be coachable

●Served as a Subject Matter Expert (SME) in the Home Retention division

●Familiar with investor delegations and Bank of America modification guidelines.

● Responsible for training and evaluating current and newly hired employees and departments on Intake, Outtake, and Investor procedures, MHA collecting documents and staking for underwrites.

●Analyze credit reports, pay statements, bank statements, and tax forms to determine risk for potential loan modification.

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