Training Assistant Customer Service

MIGUEL FELIZ

**** ***** ** ***** **, *****/ H: 973-***-****

*************@*****.***

CAREER FOCUS Experienced financial professional with a diverse background in highly competitive and dynamic organization. Results-oriented contributor with over 15 years of distinguished performance in Mortgage fulfillment, Loan closings, sales, and customer service. PROFESSIONAL EXPERIENCE

11/2020-Present LOAN SIGNING AGENT/Owner

Feliz Notaries Tampa, FL

● Ensured that all documents were properly signed and witnessed by two individuals, as required by state law

● Maintained a professional demeanor at all times to ensure customer satisfaction and loyalty

● Completed notary courses on proper procedure for witnessing signatures, verifying identification, and completing affidavits

● Prepared closing packages for real estate transactions in accordance with company policy

● Notarized over 100 loan documents per month (mortgages, deeds of trust, promissory notes)

● Notarized documents such as affidavits, powers of attorney, and deeds

● Witnessed the signing of documents and verified the identity of signatories.

04/2018-04/2021 HOME SERVICE SPECIALIST II

Bank of America Tampa, FL

• Responsible for calculating income for both wage earners and self employed borrowers.

• Income documentation validation including personal and business tax returns.

• Calculation of personal liabilities and Debt to Income Ratio.

• Calculation of funds to close and reserve requirements.

• Asset documentation validation.

• Contemporary Knowledge of mortgage loan files and operational practices.

• Responsible for evaluating documents received from Correspondent customers for purchase and ensures document accuracy, compliance, and credit quality of mortgage loans.

• Audited conventional conforming, conventional high balance, FHA, VA, and Rural Housing.

• Responsible for ensuring that all agency guidelines have been meet as it relates to income and liability for mortgage loans. 03/2015 to 04/2018 UNDERWRITER

Bank of America Home Equity-Tampa, FL

● Serve as a primary point of contact, providing clients with updates throughout the fulfillment cycle.

● Efficiently work and maintain a large pipeline.

● Partner with multiple lines of business to ensure expedited fulfillment.

● Comfortable with high volume work.

● Extensive knowledge of both limited titles and Alta titles.

● Analyzing mortgage notes, deeds, and homeowner’s insurance policies to ensure accuracy.

● Responsible for income calculation and verification for Salaried, Self Employed, and Retirement income profiles.

● Exceed current production, quality goals.

● Ranked top associate on the team.

11/2013 to 03/2015 SMALL BUSINESS CLIENT SPECIALIST/SALES Bank of America Small Business – Tampa, FL

● Worked with Small Business Clients assisting with maintenance and customer service inquiries.

● Identified individual business needs and recommended products and services accordingly.

● Worked as a frontline associate taking over 800 calls per month.

● Ranked top 10% in the channel for client

delight.

● Ranked in the top 10% percentile for efficiency and accuracy in the channel.

• ● Served as a subject matter expert for Small Business Products.

● Served on multiple occasions as a training assistant. 01/2012-11/2013 RENT N ROLL

Account Manager

• Manage over 450 customer accounts

• Maintained effective communications each day with over 150 customers

• Responsible for working with customers on

effective payment options to accommodate

every budget

• Effectively manage delinquent customers and ranked number 1 in collections throughout all stores

• Supplying documentation for legal notices via certified mail.

• Managed the asset recovery team.

03/2010 to 12/2011 QUANTUM SERVICES

Loss Mitigation/ Collections – Tampa, FL

● Served as a primary point of contact taking over 900 calls per month

● Communicated with loan officers, real estate agents, and attorneys to provide support and updates on their clients’ refinance, modification, or foreclosure

● Analyzed and completed income verification for salary, retirement, and rental income

● Collected on delinquent files ranging from 30 -120 days of age.

● Worked to identify applicants that were eligible for certain government programs and benefits

04/2007 to 04/2009 T-MOBILE USA

Bilingual Financial Care Specialist – Tampa FL

● Served as a primary point of contact, providing clients with account details and payment options

● Collected on accounts from one to 60 days old

● Served as a bilingual associate

ACCOMPLISHMENTS

Attended Top 5% Performers end of year dinner(Small Business Deposits) Won “Top Performer in the home loans department” for the Quarter, three times Served as a SME (subject matter expert)

EDUCATION

Passaic High School

Universal Technical Institute

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