Preservation Specialist Customer Service
Resume:
Rosemary Green
Powder Springs, GA 30127
PROFESSIONAL SUMMARY
I’m a dedicated customer service professional with 20 years’ experience in a fast-paced environment seeking an opportunity in a team-orientated company. Adept at handling a wide range of contact methods while accurately documenting customer issues and providing first class service with every interaction.
SUMMARY OF SKILLS
Customer Service
Customer Reception
Call Center Environments
Bank Terminology
Data Analysis
Troubleshooting Equipment
Data Entry
Contract Reading
Under Writing
Project Manager
EXPERIENCE
Mphasis (Financial Institution) - Home Preservation Specialist – Team Lead – Project Manager (100 – people)
August 2020 to Current
Review account eligibility for Relief Extension
Utilize Cares Act Language to advise Client of eligibility Relief Extension for up to 12 months
Provided options on how to settle past due balance once off Relief Extension
Processed payments, set account back on up on auto pay and fill out request for documents that Client is requesting
Interview borrowers to understand their specific situation
Ensure necessary information and complete packages are received in a timely manner
Answer inbound inquiries from borrowers regarding the status of the loss mitigation review
Access information on multiple systems to inform borrowers of loan terms, important dates and deadlines
Notify customers and ensure their understanding of current status, options, timelines, coordination touch points, customer obligations through the process and the loan modification decision
Build Procedures from the ground up
Update and edit loan conditions
Perform through review an analyze borrower’s credit, employment, income and assets as required by the particular loan program before submitting to underwriter
Attention to detail while processing and meeting daily goal
Being flexible and thinking outside the box on special projects
U.S. Bank – Personal Banker
July 2019 to March 2020
Assists customers with personal finance questions
Oversees financial activities for their personal accounts
Comfortable with marketing and sales techniques, experience in upselling
Provides superior customer service to all customers
Interstate National Dealer Service – Member Services Representative
October 2017 to July 2019
Researched and updated customer information resulting from returned validation cards for contract fulfillment purposes
Received and responded to routine customer inquiries and resolve customer concerns relating to warranty contract coverage and claims in a call center environment
Provided routine information and support to agents, dealers, and repair facilities relating to dealer labor rates, coverage, claims status, and claim payments. Refer advanced issues to higher level management
Performed data analysis as needed
Kroger – Customer Care Specialist
July 2016 to February 2017
Managed troubleshooting of equipment - registers, printer pin-pad, copier front and backend
Worked with customers and tracked tickets to ensure completion
Reprinted reports and troubleshooting software as needed
Time Warner Cable – Customer Service Representative
October 2015 to August 2016
Processed payments
Reviewed billing invoice with customer
Upgraded services to existing accounts as needed
Provided troubleshooting for equipment
Scheduled appointments for technician
Macy’s/Power Net Global – Customer Service Representative
May 2003 to September 2015
Managed HR responsibilities and provided customer service to all accounts
Maintained professionalism in customer communications via phone, email, or chat
Organized and maintained data in databases, ensuring account accuracy
EDUCATION
Winton Woods High School – High School Diploma
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