Customer Service Representative

COLUMBUS TATE

Email: *************@*****.*** Phone: 317-***-****

SOFT SKILLS

CUSTOMER SERVICE

DECISION MAKING

LEADERSHIP

RELATIONSHIP BUILDING

PROBLEM-SOLVING

COMPUTER LITERACY

TIME MANAGEMENT

SOLUTION BASED THINKER

ADAPTABLE

CONFLICT RESOLUTION

ACTIVE LISTENER

EXPERIENCE

DigitalRisk Settlement Quality Control Analyst

8/2020 – 1/2022

Evaluate and perform control quality of loan mortgage modification documents to adhere to standard operating procedures

Oversee our Settlement Modification Administrator process using Wells Fargo procedures

Analyze loan documentation in systems of records and approve the accuracy of data

Outpaced team metrics by maintaining a quality control rate of 85% or above

Leidos Customer Service Representative III

5/2019 – 8/2020

Consultant and subject matter expert to customers on the mortgage origination process and lending industry on FHA mortgage programs

Capitalized detailed information in a CRM application including customer data, requests, and referrals

Managed and solved troubleshooting issues

Collaborated with cross-functional departments on escalated issues

Freedom Mortgage Corporation Vendor Manager

6/2018 – 5/2019

Oversaw and conducted an extensive review process for all vendors to mitigate risk rating and performance; assigned to managed 60 foreclosure attorneys

Subject matter expert on mortgage collections. Enhanced customer experience by advising on mortgage loan policies and resolving complaints with bias for action

Responsible for managing third party relationships which includes, but is not limited to: monitoring vendor performance, ensuring vendor compliance with regulatory entities, statutory requirements, investor and insurance guidelines, and vendor adherence to contractual terms.

Works closely with business leaders to assign risk rating categories to vendor types

Completes extensive due diligence reviews for all new vendors

Works closely with the Legal department on contract language revisions and contract execution

Conducts on-going due diligence reviews on an annual or other assigned frequency for assigned vendor relationships

Conducts on-site vendor reviews or audits as needed based on risk rating or performance concerns

Monitors and tracks vendor performance using vendor scorecards

EDUCATION

Lake Michigan College

Field of Study Applied Science, Criminal Justice

United States Marine Corps

Communications Specialist

ACHEIVEMENTS

Freedom Mortgage Corporation ambassador for a sponsored United States Foreclosure Network event of over 120 foreclosure attorney firms

Awarded Employee of the Month at Carrington Mortgage Services and received certificates for 100% QA & management of high volume of calls

TOOLS AND TECH

SKILLS

SERVICELINK

CAMS

FIRST AMERICAN NAVIGATOR

FLOOD SERVICES

GEM

BLACK KNIGHT

ICMP

SAGENT LENDING TECHNOLOGIES

TEMPO

EDMS

MICROSOFT 360 PRODUCTS

EXPERIENCE

Freedom Mortgage Corporation Mortgage Collections Representative III

5/2017- 6/2018

Screens inbound and outbound calls with the customer to discuss the delinquent status of their mortgage loans, escrow, bankruptcy, and foreclosure status

Responsible for mitigating and advising customers on regulatory requirements, policies, and procedures regarding mortgage loans

Enhances customer satisfaction by building trust through relationships building and resolving complaints with bias for action

In charge of the written and verbal feedback to customer inquiries about mortgage loans details, payments options, and resources

Freedom Mortgage Corporation Customer Service Advocate Rep II

4/2015- 5/2017

Inbound and outbound calls from the message center and assisted customer requests with established timelines

Managed inquiries from borrowers surrounding their account status, delinquencies, mortgage loan, information, policies, and process

Evaluated the borrower's ability to pay and collected financial information to ensure the borrower; was responsible for approving after regulatory requirements were met

Carrington Mortgage Services, LLC Loan Servicing Team Lead

2/2012- 4/2015

Advised delinquent borrowers on their account status and borrower's reason for delinquency

Responsible for overseeing a portfolio of loans with high touch clients

Consulted to the client on foreclosure alternatives and the application process

Negotiated payment arrangements and extended repayment plans with delinquent borrowers

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