Training Assistant Customer Service

Stephanie D Waites

Garland, TX ***** PH: 214-***-**** Email: ******.*@*****.***

PROFILE

* ****** **** **** ******* Analyst/ Default Technical Support Service Desk IT (Remote)

** ***** ** *******e origination and setup, Rental Property Solution.

ACCOMPLISHMENTS

Americas Customer Service Recognition Award

Training Assistant –Assist in training users and vendors in updated software and technical support.

PROFESSIONAL EXPERIENCE

Iron Mountain, 2223 French Settlement rd. Dallas, Texas June 9, 2021-Current

Mortgage Solutions Specialist II

Process and review mortgage documents for Freddie and Fannie Mae home loans. Reviewing, scanning mortgage documents into Imtrack.

Coding Notes, Appraisals, Loan Modifications, settlement statement. Assignment of Deeds and other mortgage documents. Identifying final statements or copies or certified documents.

Confirming all documents are ready to be vaulted.

A360 Inc, Addison Texas -Remote –March 09, 2020 – July 17, 2020

Service Desk Analyst

Provides front line support for users and vendors for clients Bank of America, PNMAC, Regions Bank, US Bank, Regions Mortgage etc. With Iclear and Vendorscape related issues.

Answer, evaluate and prioritize incoming calls, voicemail, via chats, e-mail ticketing system through Jira.

Manage service desk tickets promptly and resolved the client issues.

Administers Security Console, setting up user access as well as disabling users, updating access, etc.

Configuring new Iclear and Vendorscape setup in all modules used within the company.

Assists vendor and users with reporting errors and how to run report and submit the invoice in Iclear.

Monitor and maintain the Jira ticketing system, ensuring all are in live status and there are no issues.

Work closely with Development Team with Iclear and Vendorscape connection issues.

Maintain and Administrative Security support for all Iclear, Vendorscape application users and group access for Admin accounts and Non-Admin accounts.

Corelogic/Bank of America, Irving, TX – August 11, 2005 – March 6, 2020.

Rental Property Solution -Associate-August 2017 March 9, -2020

Process Rental Application, Credit Reporting to the Apartment Management, reset and setup accounts for RPS clients. Processing the applicant’s application and Running criminal and background check. Receiving chats, emails and calls from Transunion Credit Reporting agency requesting a copy of the applicant front and back of the driver license and social security card, to verify identify. Create Credit Memo to accounting for refunds.

Mortgage Servicing Specialist II-August-2005-2017

Research Impound account for delinquent tax issue. Verify delinquent property tax issue, via website and call out to Tax Collector. Update all loans for the specific data elements required as stated in the Tax Set-up procedure manual, and or specific set up guides lines and operation data retrieval systems.

Complete and submit SCRA file review.

The knowledge to identify all of tax indicators.

Review and resolve files within an established timeframe.

Follow policies and procedures that have been established to manage risks of errors.

Assist management as needed.

Respond to recipients within 24 hours of notice by email, phone or fax.

Countrywide Home Loans, Plano Texas July 07, 2000-August 7, 2005

Land lease Associate II/Collections Department

Verify and identify properties that can be lost to tax sale, due to Land Lease agreements that are delinquent. Using I portal system, by reviewing the Appraisal, Title and Deed.

Responding to the tax collectors and Attorney within 24 hours of notice by phone email or fax.

Assisted with varies projects. Organized team members to ensure communication and understanding of deadlines, assignments and objectives.

Request payment to clear the tax lien on the property and request payments to the appropriate attorneys and or Tax Collecting agency to release the property back to the mortgage company.

Collection for property taxes paid in error on the wrong tax ID. Making and receiving calls from Attorney, 3rd party and tax collector. Sending letters advising their property taxes where paid in error and requesting a refund.

EDUCATION and CREDENTIALS

H. Grady Spruce High School Dallas, Texas High School Diploma

Rutledge Business College Graduate Associate of Business – Dallas, Texas

Skills: Typing 45 wpm, Word, Excel, Chats, Outlook, Teams, Zoom, MSP, Blacknight DDC and MDC.

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