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Customer Service Mortgage

Warner Robins, GA
May 26, 2020

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*** ********* **.

Bonaire, GA 31005



Determined, results driven professional offering 13 years of Administrative experience combined with banking, financial analysis, and business development skills. The ability to effectively prioritize and manage a broad range of responsibilities while working well under stressful situations. Applies and maintains organizational regulations, processes documents to ensure proper content and grammar. Looking to utilize my extensive administrative and financial analysis, and customer service skills at a well-established company.


Robins Financial Credit Union (Warner Robins, GA) August 2019-current

Mortgage Mitigation Specialist

Work with members to bring accounts current for mortgage and equity loans

Develops reports, and file claims with Investors or Mortgage Insurance companies

Generate letters and financial workout packages to members

Process incoming mail and distributes to appropriate area or person

Monitors Automated phone system and manages the incoming and outgoing call que

Successfully recovered over $80,000 of delinquent Mortgage Loans

The Cooling Rack Bakery (Lebanon, Ohio) September 2015-May 2019


Managed a yearly budget of over $ 250,000

Responsible for orders, returns and billing reports, maintained local merchandising and ordering, contracted with Vendors and agreements with Government Organizations

Provided all reports for daily, weekly and monthly figures for sales to purchases

Generated repeat business through exceptional customer service

Provided creative menu development and product selection expertise through feedback and sale trend analysis.

TATA Consultancy (Milford, Ohio) TCS September 2014-September 2015

Mortgage Closer/Trainer

Worked directly with clients to prepare and deliver training to Mortgage Closers

Documented process changes to implement into the system

Completed daily reports for closing team

Compiled assessments to ensure team is on track for knowledge delivery

Cole Taylor Mortgage (Wilmington, Ohio) December 2013-September 2014

Investor Reporting Coordinator

Completed monthly reporting to Investor Groups; ensured accuracy of loan level

Reconciled bank accounts against Investor Group general ledger

Completed new Investor pools/loans monthly

Ensured Investor account balances and any losses are adjusted accurately

Updated Policies and Procedures to ensure compliant with all Investor Regulations

PNC Mortgage (Miamisburg, Ohio) August 2002-October 2013

Supervisor II-Fulfillment and Closing

Supervised a staff of 10 employee’s which included Short Sale funds application, Deed In Lieu of Foreclosure, Charge Offs for all Investor’s

Completed weekly audit of time sheets to ensure accurate pay for staff

Reconciled General Ledger; completed Maintenance of the loan after a short sale closed

Monitored all money application within department, to include incoming and outgoing wires and validated that money is moved accurately

Led Monthly meetings with staff; addressing any concerns or issues within the team

Monitored daily reporting to ensure compliance within department/Investor guidelines

Developed Audit Checklist; ensured the team followed Investor guidelines & regulations

Updated all policies and procedures based on compliance, risk assessments, and other mandated requirements

Completed and maintained year-end tax forms on all completed short sales

Mortgage Operations Senior Closer/Pilot Career Advancement Program

Maintained a biweekly call with Federal Home Loan Mortgage Company (FHLMC) to ensure the charge offs where processed accurately and in a timely manner

Assisted Senior Management to develop new company procedures and training aids

Customer Counseling Construction Team Lead

Managed a 5-person team of customer counselors to assist borrowers with options and plans to avoid catastrophic defaults with their construction loans. Briefed the Collateral Management Team on organizational status and briefed metrics of success plans.

Completed weekly analysis for management detailing the number of outbound calls to borrowers and incoming calls from borrowers. Determine what the Right Party Contact Rate is for Collection Team.

Construction Lending Draw Team Lead

Assistant to Vice President (VP) of Construction Lending and VP of Construction Lending

Assisted the team with issues and worked with other supervisors for best results

Managed team work load to ensure they were providing best possible customer service

Communicated with all external and internal customers

Voss / Sterling Inc. August 1998 – August 2002

Clerical/ Office Clerk

Computer entry and processing all service orders

Provided superior customer service to all internal and external customers

Secretarial services and customer relations

Completed all monthly expense reports


Highly motivated and committed to quality and accuracy of work

Experienced in multi-tasking, excellent communication and organizational skills

Ability to learn new skills quickly and accurately with a patient and positive attitude

Outstanding customer service in a variety of different administrative positions

Dedicated to teamwork with the unique ability to build cohesive team

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