Customer Service Contract Specialist
Resume:
Peter B. Gabriel
**** ********** ***** ****** ******, MD 20903 Cell: 703-***-**** *****@***.***
SUMMARY OF QUALIFICATIONS
Energetic and performance-driven professional with over ten years of experience working
in mortgage/appraisal customer service, including sales and customer care. Familiar with industry customer service software, conflict resolution, and possess a positive attitude. Excellent oral
and written communication skills. Able to prioritize work daily and understand importance
of urgent requests. Ability to build and lead teams. Key strengths include:
SKILLS
Customer Service
Persuasion
Team Player
Accounting
Compassion
Multi Tasking
Meet Deadlines
Microsoft
Excel
Delegation
WORK EXPERIENCE
Collateral Underwriter 2021 - 2022
Guaranteed Rate
Utilized the Collateral Underwriting LOS, the CUW will underwrite collateral in the order in which the Appraisal is returned by the appraiser.
Followed loan and investor specific checklists and guidelines ensuring all risk is accounted for and mitigated.
Identified missing or incomplete pieces of data within the appraisal or supporting documents
Formulated an opinion regarding both the quality of the Appraisal and the rationale used by the Appraiser to determine value.
Notified the Appraiser of any necessary revisions or updates to the appraisal required for Guaranteed Rate’s representation and warranty of the collateral.
Addressed any and all received revisions as they are returned by the Appraiser.
NAEP Help Desk Agent 2019 - 2021
WESTAT
Took incoming calls from participating schools and staff.
Answered questions about procedures and practices during the assessment.
Worked with schools to help them register and upload information for the assessment.
Answered user inquiries regarding computer software or hardware operation to resolve problems.
Read technical manuals, conferd with users, or conducted computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
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Referred major hardware or software problems or defective products to vendors or technicians for service.
Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities.
Read trade magazines and technical manuals and seminars to maintain knowledge of hardware and software.
NAEP Recruitment Desk Agent
Contacted potential field employees references and former employers.
Asked a specific set of questions and completed the forms on line.
Valuation Specialist 2013 - 2019
Prosperity Home Mortgage
Managed over 1,900 active appraisals for residential loans in 19 states.
Tracked and ensured the appraiser kept a 95% turnaround time within 7 calendar days.
Recruited local appraisers for appraisal fee panels across the 19 states.
Developed Service Level Agreements for new appraisers.
Worked closely with accounts payable to ensure accurate and timely payments.
Acquired, assigned and reassigned FHA and VA case IDs to appraisal orders and different lenders.
Managed appraisal orders with proactive communication to sales and operations partners.
Took direction from the Appraisal Team Lead.
Properly placed and followed up on appraisal orders from initial order to final delivery.
Followed up with appraisal management companies (AMC'S) to ensure appraisal fees and appraisal completion times were met and continued to keep the appraisal order moving forward.
Sourced additional appraisal options with other appraisal management companies and fee panel appraisers for best results.
Initiative COC'S in Encompass when applicable.
Communicated any SLA issues to Chief Appraiser.
WORK HISTORY
Westat Supervisor 2008 - 2013
New Century Mortgage Corporation Division Appraisal Coordinator 2002 - 2007
AIAA Honors and Awards Liaison 2000 - 2002
WMC Mortgage Company Account Executive 1997 - 2000
MCR Federal, Inc Contract Specialist 1997 - 1997
SMS Real Estate Services Appraisal Coordinator 1987 - 1996
EDUCATION
B.A., Communications, Graduated
Curry College
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