Front Desk Customer Service
Resume:
Alma Guillen
Garden Grove, CA 92843
**************@*****.***
Career A Business Administrator seeking a challenging and responsible Objective position in the business industry that will utilize my academic training and Experience with a strong work ethic to succeed in a dynamic office environment. Education Saddleback High School Santa Ana, CA
High School Diploma – June 1998
Qualifications Bilingual, English/Spanish 10-Key by Touch Proficiency in Microsoft Works Telephone Skills
Accounts Receivable/Payable Customer Service
Keyboarding (50 wpm) File in numeric order
Excel Inbound/Outbound calls
Microsoft Word Post Payments
Advance Escrow Request Payoffs
Telephone Etiquette File in Alphabetic order
Write and read in Spanish Organized
Ordered title reports Negotiate liens that are on title Reviewed title report for title defects Order demands Experience FCI Lender Services Inc. March 2022- Present Reconveyances Coordinator
● Providing Customer Service staying within FDCPA guidelines
● Daily meeting with office manager to discuss any discrepancies on daily report for delinquent accounts. Set obtainable goals for each employee
● Provide instructions to cashier department to post payments accordingly.
● Open dispute if borrower has received an error on their bill statement, verify code on their bill. Provide refund to customer, create/mail welcome letter
● Request payoff for accounts. Prepare payoff Demand to 3rd party.
● Prepare Affidavits/ Assignment of Mortgage/ Prepare documents to deliver to Court Office for recording.
● Mail out payoff/completed/satisfy recorded document to borrower.
● Open dispute for discrepancies on files.
● Audit official file before submitting to the foreclosure department
● Approve/ Deny any request being made via email
● Provide instructions to borrower regarding payment plan
● Provide special instructions to cashiering department if borrower has a Bankruptcy account open and Attorney is handling loan.
● Distribute large correspondence to the appropriate department handling file. Open and handle correspondence as mail comes in the corporate office.
Servicelink Title Services (December 2019- May 2021) Processor/ Audit Permits
Received by borrower prior to sale of the property- receives permit and project applications and verifies all information necessary for plan review and fee * determination; routes to inspectors for review and fee calculation; issues permit number; prepares files, cards, and fee documenting each file being processed
Assists the public with a friendly, courteous, professional manner using clear oral and written business communications instructions on how to fill out permit forms
Receives and schedules requests for building inspections emailing requests to inspectors, real estate agent, and all parties involved.
Provides information to developers, contractors and the general public on building issues, property information, procedures.
Assists with administrative tasks in the department, such as answering phones, providing customer servicing, typing correspondence and reports, scanning, filing and records documentation in database.
Processes applications for and the distribution of business taxes of contractors, keeping vendors informed of ordinances and any last minute changes.
Maintains a current listing of business licenses our company is having business with to ensure all license are up to date and not expired.
Once permits have been accepted by court office/ city of the property keeping a record on borrower's file.
Carrington Mortgage Services, LLC (December 2012- December 2019) Default Document Specialist
● Audit documents requested by foreclosure and Post foreclosure on behalf of the attorney. Approve or Denied following documents: Affidavit / Lost Note Affidavit/ Assignments of Mortgage/Consent to change Attorney
● Verify taxes and insurance payment have been paid on time, Review payoff request, proofreading documents before property goes into foreclosure/ REO/ court hearing such as correct endorsements, signed, notarized and recorded in order to proceed with the foreclosure process. Escalate mediation files and or legal files.
● Completes and maintain system of record to ensure proper documentation, keeping records of every single file I audit on a Spreadsheet- keeping track of any fail documents with fail reason or Approved document.
● Monitor payments/reinstatement from borrower’s and submit posting instructions to cashiering department avoid foreclosure. Work independently, strong attention to detail, while multi-tasking on various projects/ deadlines in a fast- paced environment
● Attending monthly meeting to discuss chronic failures and suggest training and score cards for our foreclosure department
● Keep an open line of communication with Attorney’s/ 3rd party’s/ borrowers
● Revise documents if any errors or spelling is incorrect, Audit borrower information, figures in escrow, new loan modification agreements/ new principal balance with new maturity date before they are mailed out to borrowers.
● Audit internal system to insure that borrower has been called/contacted via telephone, mail regarding new loan modification agreement.
● Audit loans following FDCPA guidelines to insure all efforts were met before loan continues to foreclosure department/ litigation
● Knowledge of following Investors: BANA-GNMA-FHA- LEGACY-SMLT
● Company’s system’s Fiserv- H Drive- Spreadsheet- Tempo Carrington Mortgage Services, LLC (December 2012-Present) Collateral Specialist (**-**-**-**-**-**)
● Audit Collateral Files before sending them to the proper Custodian
● Receive large quantity of Collateral Files from Custodian (up to 500 daily)
● Separate trailing documents by Original/Certified Copies send out trailing documents to correct Custodian. Enter payoff request in spreadsheet log
● Contact County to confirm documents have been recorded
● Provide a monthly report to Manager regarding Collateral Files in house
● Request Collateral Files that are part of the Early Buyout by Custodian
● Adhere to all compliance regulations
● Distribute incoming mail and distribute incoming Collateral Files to representatives whom have requested Collateral Files.
● Train and provide departments guidelines to all new hires
● Prepare and Audit Collateral Files before submitting Collateral Files to the custodian for reinstatement
Specialist, Special Servicing Department (12-17-12- 06-05-14)
● Provide customer service inbound/outbound calls following FDCPA guidelines
● Provide new loan modification agreement new principal balance and new interest rate/ payment amount ( Maturity Date Included)
● Provide status on loans that are 30+ days delinquent
● Provide options to keep property ( Modification-Lease in Lieu-
● Short Refinance - Short Pay off- Repayment Plan- Reinstatement- Short Sale-Deed In Lieu
● Advise borrowers of Negative Credit Reporting- late fees- follow up calls
● Request holds on foreclosure loans. Request payoff letter
● Submit complete Modification files to underwriting department
● Retrieve missing documents from borrower/3rd party
● Negotiate liens on title/judgment/relocation assistance pay outs
● Negotiate offers for Short Sale.
● Provide/ Request Instructions to cashiering department on how to post trial payments
● High volume inbound/outbound calls fast paced environment
● Audit each short sale/ deed in lieu transaction before assigning loan to REO
● Provide instructions to borrower to vacate property/ generate letter with instructions on what day to vacate property. Request Assignment of Mortgage and request deed in lieu documents and send them to the county for recording.
● Submits and tracks HUD P260 extension requests.
● Monitors Post Foreclosure Deeds and escalates any delays in obtaining the Deed that will exceed 30 days.
● Monitors third-party sale funds process, provides posting instructions, and properly closes out file.
Bank of America
Audit/Collateral Specialist DSCR Department August 2011- December 2012 Default Services
Receive escalated complaints that have reached Office of the President/ Attorney General- Audit contracts Review Deed of Trust, Assignment of Mortgage, Affidavits and Quitclaims
Ensure service standards, policies, procedures are met
Assign Social Media Loans to a Negotiator/ Place foreclosure on hold General loans to Customer Relation Associate
Provide collateral processing support and perform defined procedures, review title report for any discrepancies
Assign the following Investors: FNMA- FHLMC- GNMA/ FHA- SFO
Resolve and correct missing, incorrect, unexpected, unrecorded, illegible, damage or otherwise unusable documents required in a mortgage collateral file.
Maintain daily spreadsheet on all loans assigned and submit to manager daily. Request Assignment of Mortgage and send to the county for recording.
Mortgage Outreach Services
Loss Mitigation/ Loan Auditor/Underwriting (May 2009- Sept. 2010)
Evaluating loan modification submissions for compliance
Review credit report to determine amount of consumer debt
Calculate customer’s front and back-end debt to income ratio Verify occupancy, hardship and income
Request updated paystubs, bank statements if documents are out dated.
Apply payment in waterfall to determine modification eligibility Determining and communicating needed conditions to properly complete a modification file
Pre-Qualified Borrowers' for Home Affordable Program
(FHLMC-FNMA-NON HAM-FHA Loans- HAMP)
Make decision on completed files ensuring that all decisions meet Company and Investor guidelines, Legal and policy requirements/ request hold on foreclosure accounts to allow the modification review to be completed
maintaining consistent attendance to ensure fulfillment of essential duties and responsibilities
Trans Union
Customer Service Fraud Department (Nov. 2007- Apr. 2009)
Resolve escalated calls Inbound 55 calls daily/ respond to escalated mail regarding fraud on their credit report. Attend to public face to face providing credit report after payment.
Open disputes over phone following FDCPA guidelines, providing credit report if consumer is denied credit
Add fraud alerts to credit reports for consumers over phone
Apply Police Report to consumer’s credit report/ apply fraud alert on credit report.
Obtain payment and post payment for credit reports by phone/face to face. Give instructions to open a fraud dispute via mail or over the phone
● Work with police department/ Department of motor vehicles on every fraudulent account. Attend monthly meeting with Police Department working on fraud cases.
Option One Mortgage
Office Administrator Front Desk Lobby (Nov. 2004- July 2007)
● Provide customer service for front desk welcome all guest, employees and new hires. Take messages for employees calling out sick/ tardy and providing message to assigned managers. Coordinating events as necessary
● Handling Inbound/Outbound calls and other communications following FDCPA guidelines, receive daily mail and distribute to different departments in the company
● Updating paperwork, maintaining documents and word processing.
● Helping organize and maintain office common areas.
● Performing general office clerk duties and errands.
● Organizing travel by booking accommodations and reservations needs as required. Ability to interface efficiently with external and internal customers. Using scanners, photocopiers, and desktop computers
● Coordinating events as necessary
● Maintaining supply inventory Order and organize office supplies
● Maintaining office equipment as needed.
● Aiding with client reception as needed.
● Experience as a virtual assistant.
● Creating, maintaining, and entering information into databases
● Provide special instructions for any work out payment plans for borrowers over the phone.
● Create Spreadsheet for payments received in the front desk, file each receipt on a spreadsheet and provide daily report to Human Resources and managers at the end of the day
Onyx Acceptance Corporation
Corporate Office Assistant (Nov. 2001 – Nov. 2004)
Provide customer service for front desk welcome all guest, employees and new hires assist Human Resources ( recruiters) make copies, fax and email requests
Heavy Inbound/Outbound calls following FDCPA guidelines, receive daily mail and distribute to different departments in the company
Generate delinquent notice with special instructions for collection department mail out letters to clients/ borrower’s/ customers.
Managed managers calendars, meetings, traveling, company events, order catering.
Request payoff for walk in borrower’s such as - Obtain mortgage payment, providing cashiering special instructions on how to post past due payment
Provide special instructions for any work out payment plans for borrowers over the phone.
Create Spreadsheet for payments received in the front desk, file each receipt on a spreadsheet and provide daily report to Human Resources and managers at the end of the day
Provide monthly payment coupon book to borrowers Western Dental Services, Inc (Corporate)
Collection Department Supervisor (Mar. 1999 –Nov. 2001)
Supervised a call center for a collections department Received escalated phone calls and provide a resolution for each call providing Customer Service staying within FDCPA guidelines
Daily meeting with office manager to discuss any discrepancies on daily report for delinquent accounts. Set obtainable goals for each employee
Provide any changes/updated to team via email and in writing
Open dispute if borrower has received an error on their bill statement, verify code on their bill. Provide refund to customer, create/mail welcome letter
Request payoff for accounts. Create spreadsheet for loan specialist to enter daily payment received.
● Post Payment and or give instructions on how to make payment to the company (checks- money order- western union-money gram) References Mrs. Dana Turner Mrs. Nina Mcgee
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