Cindy Wade Young

***** ******** *****

Charlotte, NC 28278

704-***-****

adtujq@r.postjobfree.com

CAREER SUMMARY

A dependable, disciplined and efficient professional with over 25 years’ experience in

Mortgage Loan Processing, Customer Service and Clerical positions in the Mortgage,

Banking, and Financial Industries. Strengths include analysis, decision making and time

Management. Ability to solve complex problems, produces quality work while maintaining production quota, and adapt well to changing environment.

PROFESSIONAL EXPERIENCE

United Healthcare, Charlotte, NC

Contact Center Representative

November, 2021 to September, 2022

Answered incoming calls from patients.

Set, rescheduled, and canceled Doctor appointments.

Assisted patients with any concerns regarding their medical needs.

Paged doctors on call regarding emergency matters.

Sent messages to the various Doctors’ offices.

Provided excellent Patient Service.

Vanguard, Charlotte, NC

Client Relationship Associate

August, 2021 to October, 2021

Served as the initial point of contact for clients.

Followed standardized processes to complete monetary and administrative transactions. Documented and reports client feedback for process improvement efforts.

Responded to requests for investment, fund, and account information. Resolved general account issues.

Used consultative approach to position products and services to clients.

Developed basic knowledge of Vanguard funds, products, and services, and of the overall Financial Services industry.

Participated in special projects and performed other duties as assigned.

Shellpoint Mortgage Servicing, Greenville, SC

Credit Reporting and Special Loans Analyst

May, 2021 to July, 2021

I was responsible for handling all direct and indirect credit bureau disputes from homeowners.

I also handled Automated Credit Dispute Verifications (ACDVs) which are indirect disputes received from the credit bureaus, and I handle them electronically with the credit bureaus.

I did daily monitoring and loan maintenance regarding the Service members Civil Relief Act (SCRA).

I was responsible for receiving and handling any requests from consumers for the benefits available under the SCRA.

My job required continuous learning and keeping up-to-date with the Regulations such as the Fair Credit Reporting Act (FCRA) the SCRA, CCPA, and policies and procedures regarding Fraud/ID Theft.

Parallon/HCA Healthcare, Charlotte, NC

Collections Specialist

March, 2020 to April, 2021

Answered incoming calls from the Dialer.

Referred calls/accounts to appropriate parties based on customer inquiries.

Identified problem accounts and escalate as appropriate.

Updated the patient account record to identify actions taken on the account.

Worked with patients and guarantors to secure payment on outstanding account balances.

Maintained minimum production standards.

Achieved passing quality review scores per unit requirements.

Produced acceptable unit collection volumes.

Worked within company attendance guidelines.

Provided excellent customer service.

Worked with other team members and management in a professional manner. Practice and adhere to the Parallon “Code of Conduct" philosophy and “Mission and Values Statement". Attended Privacy and Security Training a required by the HIPAA Awareness Program and comply with all guidelines, policies and procedures to assure sensitive or confidential information is protected in accordance with the HIPAA rules and regulations.

Sharp Business Systems, Charlotte, NC

Customer Service Support

May, 2019 to December, 2019

Contacted customers via phone or email regarding the new program, MICAS (Machine Intelligence Call Assistance System) for their devices.

Explained to them how MICAS sends their monthly or quarterly meter readings we need automatically in order to maintain their contract.

Also informed them it automatically orders the toner for them whenever it is low to keep their workflow uninterrupted.

MICAS automates meter counts for simplicity and more accurate billing. Informed customers the benefits of the program.

Followed up with customers in a timely manner. Emailed them the information and links needed to initiate the service for their devices.

Helped and walked customers through the process of installation for the MICAS program.

Assisted customers with product related questions and concerns.

Completed inquiries and tasks on the SAP and their MICAS systems.

Mecklenburg County Tax Assessor’s Office, Charlotte, NC

January, 2019 to April, 2019

Administrative Support/Customer Service

Performed Data Entry on different systems such as Modria, AssessPro and other tax systems.

Also performed other clerical duties.

Greeted customers coming into the tax office, verified their reason for their visit and directed them to the correct department.

Checked customers in system, notating the time and reason for their visit.

Orbis, Inc., Charlotte, NC

February, 2018 to July, 2018

Customer Service Representative

Answered incoming calls from customers regarding their Hunting Leases for 10 Clients.

Provided payment information, acreage amounts, Policies, Lease Agreement information, and properties available in their area.

Provided technical assistance to customers in a professional and timely manner.

Made out-going calls regarding renewal of their leases, payments past due, customers' issues and concerns.

Opened the mail and processed incoming payments.

Made copies of payment invoices.

A2Z Field Services, Charlotte, NC

April, 2015 to August, 2017

HUD Research & Registration Coordinator

Researched details regarding property, including utility providers, liens, code violations, and other relevant information using Yardi/P260 system and internet search techniques.

Reported outstanding violations and notices for assigned properties to the designated Vendors in the field.

Contacted utility providers regarding the status of any open accounts.

Reviewed and submitted utility bills to the Accounting Department.

Activated and deactivated utilities according to client requirements.

Registered property as vacant with local jurisdictions.

Interfaced with Yardi/P260 and Compass to download new work orders, uploaded results, and updated status.

Responded to inquiries from Vendors and client requests via phone and email.

Reported significant issues with property to R&R Supervisor, Deputy Project Manager, or Project Manager for resolution. Collaborated with fellow R&R Coordinators and other departments to achieve key performance indicators. Assisted with answering incoming calls and routing them to the appropriate individual or department. Processed address verifications and respond to Property Information in box requests. Completed the Work Order Reports, Closed Property Reports and R&R Weekly Reports.

Macy’s Store, Charlotte, NC

November, 2009 – March, 2016

Part – Time Sales Associate

Meet and made a connection with customers.

Inspired customers to buy.

Ensured fitting rooms are ready for customers by clearing merchandise and returning it to the proper area.

Handled returns courteously and professionally.

Responsible for achieving sales goals and operate the cash register.

Mood Media, Ft Mill, SC

October, 2014 – January, 2015

Client Satisfaction Representative

Received incoming calls from the clients in a call center environment.

Processed incoming requests by fax and emails.

Provided account information and technical assistance to the clients in a professional, friendly, and timely manner.

Handled multiple tasks, set priorities, and demonstrated time management.

We were the main contact for general, billing, and technical assistance.

Assisted customers with their music at different site locations.

Wells Fargo Home Mortgage, Charlotte, NC (Contract positions):

August, 2012- December, 2012

Foreclosure Document Specialist

Printed Foreclosure documents according to the checklist.

Set up documents and put in folders for review.

Reviewed documents for certain requirements.

Notated any documents missing on the system.

January, 2012- July, 2012

VA Loan Processor

Processed VA Loans for Approval.

Reviewed documents for completeness and confirmed compliance with VA Requirements.

Followed up on outstanding documentation in a timely manner.

Communicated with the Realtors and Attorneys via email and phone.

Declined any loans that are not in compliance with VA Guidelines.

Ordered Appraisals for the loans submitted.

Submitted completed files to the Negotiators for approval.

January, 2009- December, 2009

Loan Negotiator

Worked with delinquent customers or customer agents to effectively execute a Modification.

Reviewed complex file properties maximizing recovery on behalf of the client within a

Predefined time line for the customer.

Responded in a timely manner to the customer requests regarding a modification.

Determined complex loss recovery strategies within an assigned portfolio.

Reviewed current financial ability, anticipated future financial ability, and reviewed loss structure within pooling and servicing.

Provided excellent customer service and followed up with their concerns.

LPL Financial Services, Charlotte, NC (Contract positions):

October, 2011- December, 2011

Registration Specialist

Performed data entry on systems such as Oracle, FINRA and Excel Spreadsheet.

Provided assistance for Registration and Termination for Financial Advisors.

Performed clerical duties.

Completed filing, copying and imaging.

January, 2011 - July, 2011

Direct Operations Specialist

Contacted Financial Advisors for additional information needed.

Followed up with the Financial Advisors in a timely manner.

Processed incoming mail.

Systems operated: Beta, Bank Package Tracker, Branch net and Internet.

Processed clients' Checks, transfers and deposits from Financial Advisors.

May, 2010 – August, 2010

Registration Specialist

Provided assistance with the First Niagara Registration Conversion Project.

Performed data entry on systems such as Oracle, FINRA and Excel Spreadsheet.

Provided assistance for Registration and Termination for Financial Advisors.

Performed clerical duties for UVest.

Completed filing, copying and imaging.

November, 2007- April, 2008

Registration Associate

Successfully managed the LPL Registration process of over 150 financial

Consultants onto the LPL Broker Dealer.

Verified license information.

Completed registration process.

Reviewed credit reports for the financial consultants.

Utilized proprietary technology applications to transition contact information, and Registration licenses into Oracle and Branch net.

Communicated directly with the Onboarding Managers and staff for quick issue resolutions.

Communicated operational and financial industry policies and procedures.

Coordinated effectively with internal departments to improve processes.

Utilized technology to provide business solutions to financial advisors.

Decision One Mortgage/ HSBC Mortgage Services, Fort Mill, SC

October, 2000-November, 2007

Loan Specialist

Audited incoming loans from closing daily which required knowledge of and adherence to Government guidelines and checklists.

Reviewed and indexed loans on imaging system [Loan Quest, Citrix, Image and Workflow system].

Updated the Pending File Report weekly.

Requested information missing from the files which was needed for completion of the loan process. This involved coordination with the different branches resulting in receiving the necessary information.

Supported the Company's Diversity Programs-enrolled in several Diversity Program Classes offered by the company and passed.

Wachovia Bank, Charlotte, NC

October, 1997-October, 2000

Retail Investment Specialist (March 20, 2000-October 3, 2000)

I was responsible for making corrections daily from the branches for funds

transferred to the correct IRA accounts.

Checked the Retirement account system for verification.

I was responsible for handling distributions that were rejected because of wrong account numbers and stopped payments on checks.

Individual Retirement Account Specialist (October 3, 1997- March 17, 2000)

Processed incoming calls daily including researching customer inquiries and concerns.

Assisted customers with their IRA Accounts by explaining the deposits, contributions and withdrawals made on their accounts and helped them understand their choices.

Provided excellent customer service by resolving customers' complaints and concerns regarding their retirement accounts.

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