Customer Service Representative

MARILYN MORGAN

Lewisville, Texas ~ Mobile: 214-***-**** ~ *******.**********@*****.*** ~ LinkedIn profile CUSTOMER SERVICE REPRESENTATIVE

Multi-Award-Winning Top Performer and former Customer Service Manager with a long history of resolving diverse/complex problems and delinquent accounts on first-third conversations with customers. Demonstrated ability to exercise sound judgement in resolving issues, correcting errors, and obtaining payments. Offer strong organizing, prioritizing and multitasking skills to respond to high volumes of phone calls. Proficient in Microsoft Windows OS 7 & 10, Microsoft Office 365, LoanServ, Fiserv, and proprietary CRM software.

Diligent, resourceful and intelligent financial services professional with extensive experience in customer service, account management, credit and problem solving. Adept in gathering, compiling, and maintaining account, financial and credit information. Possess detailed knowledge of handling payment arrangements for customers. Self-motivated with the ability of interface well with internal and external customers. Trained in best practices by blue-chip financial/mortgage companies. PROFESSIONAL EXPERIENCE & NOTEWORTHY ACHIEVEMENTS

Customer Service Specialist, Carrington Mortgage, Plano, Texas 2020 – 2022 Implemented the most appropriate solution for each client’s issues 95% of the time within the first two to three conversations because of extensive experience in financial services/mortgage industry. Only had to escalate about five percent of all clients with issues to management during tenure vs. peers 15%.

Answered a large volume of incoming calls and third-party inquiries regarding existing real estate mortgage loans, primarily handling inbound calls and outbound calls to borrowers due for current month.

Delivered accurate and timely information to callers in a courteous and professional matter.

Preformed necessary steps to provide call resolution which may include setup and routing of process tasks, email, or phone contact with supporting departments.

Documented call details, such as nature of call, customer comments, follow up dates, also collected payments. Home Equity Accounts Specialist, Citi Mortgage, Irving, Texas 2017 – 2018 Remained positive, cheerful and focused relentlessly on solutions despite dealing with 70-80 clients daily who were past due or in default status on their second mortgages. Resolved 88-90% of issues within first 2-3 conversations.

Communicated with customers regarding past due payments while minimizing company losses.

Documented accounts with summaries explaining reason for default and resolution possibilities.

Educated customers on future payments or the consequences of delinquency and gave proper disclosures when procedure dictates, contacting delinquent accounts. Loss Mitigation Specialist 3-Save Act, Citi Financial Network Mortgage, Irving, Texas 2014 - 2017 Identified, initiated, and facilitated resolutions on at least 90% of customer issues within the first three to four phone conversations vs. average for peers is 80% of issues resolved within 5-6 conversations. Outstanding Collector Award Winner six times, won an all-expenses paid trip to the Gaylord Hotel in Grapevine TX for earning the Pinnacle Award/Top Performance Award; passed all Quality Assurance standards annually.

Spoke directly with customers regarding past due payments, listed carefully and sought to minimize company losses/document accounts with summaries, explained reason for default and best resolutions.

Educated customers on the importance of on-time payment history or the consequences of delinquency and provided proper disclosures when procedure dictates, contacting delinquent accounts (1-180)

Determined optimal resolution such as modification, full payoff, short sale, forbearance, deferments and deed in lieu MARILYN MORGAN ~ PAGE II

Lewisville, Texas ~ Mobile: 214-***-**** ~ *******.**********@*****.*** ~ LinkedIn profile PROFESSIONAL EXPERIENCE & ACHIEVEMENTS CONTINUED

Personal Loans Collector III, Citi Financial Network Personal Loans, Irving, Texas 2004 - 2014 Identified, initiated, and facilitated resolutions on at least 90% of customer issues within the first three to four phone conversations vs. average for peers is 80% of issues resolved within 5-6 conversations.

Executed on outbound calls to clients, and handled inbound calls with professionalism, tact and a positive attitude.

Utilized best practices while providing proactive customer service to help clients with any question that arose while servicing their delinquent accounts.

Documented consumer contacts on system(s) for record. Customer Service Manager, Kroger Food Services, Dallas TX five years Promoted from within for consistent high-performance and very high customer satisfaction scores. EDUCATION, CERTIFICATIONS, PROFESSIONAL DEVELOPMENT & LICENSES Mortgage Loan Originator, Nationwide Mortgage Licensing System and Registry, (needs to be renewed) Certificate of Completion, Customer Service Management Training, Kroger Food Services, Dallas TX Customer Service Representative Training, multiple employers, on the job training/training meetings by management High School Diploma, Eisenhower High School, Blue Island, Illinois