Service Representative Customer
Resume:
DairrianFreese ***************@*****.***
Qualifications
•8 years of Mortgage and loan servicing experience, including Collections, Loss Mitigation, Bankruptcy, Successor in Interest and Estate Representative confirmation
•4 years’ Experience with Quality Assurance and Quality control for Remediation, with strong attention to detail
•2 years’ experience with LexisNexis, OFAC, and Real Quest
•Strong collaboration skills - Ability to work with multiple departments and bring them together for a common goal including management.
•Result-focused with the ability to identify processes deficiencies and recommend solutions.
•Excellent problem solving and efficient
Employment History
Wells Fargo, Research Remediation – Customer Resolution Specialist April 2021-Present
Review and respond to inquiries from customers, attorneys, or third parties regarding a recent life event and obtain the required information for the confirmation process.
Identify, obtain, track requested documentation to confirm a successor in interest or estate representative
Ensure proper authorization using LexisNexis, OFAC, and Real Quest and ensure necessary information and complete documentation is responded to in a timely manner, maintained, tracked, and logged in multiple systems
Research account files and identifying any potential compliance and/or regulatory issues that could cause a legal, financial or reputational risk to Wells Fargo.
Provide feedback to management where potential process gaps may exist and identify opportunities for process improvement.
Ensures appropriate research and resolution documentation is retained and review existing cases to identify related issues.
Act as an intermediary between the customer and Wells Fargo, or between various departments as I resolve customer inquiries.
Wells Fargo, Executive Office Case Specialist II March 2020 - April 2021
Review and respond to inquiries from customers, attorneys, or third parties regarding complaints to Senior Executives (Senator, Agencies, Government, and Enterprises).
Work through and resolve escalated and complex issues by interacting with integrity and a high level of professionalism with all levels of team members and management.
Research account files and identifying any potential compliance and/or regulatory issues that could cause a legal, financial or reputational risk to Wells Fargo.
Act as an intermediary between the customer and Wells Fargo, or between various departments as I resolve customer inquiries.
Wells Fargo, CLE Loss Mitigation Home Preservation Specialist II - III January 2015 - March 2020
Worked closely with leadership to create the remediation strategy for customers impacted by a Wells Fargo error.
Created and sent reporting to HPS to audit remediation loans daily to mitigate risk.
Act as a mentor to lower level team members and may assist with their development.
Provide strong customer service and partnership with team members and business leadership working through remediation effort.
Served as the single point of contact to borrowers and/or agencies to recommend solutions to maintain homeownership, including HAMP, proprietary modifications or repayment plans.
Discussed and worked with liquidation options including short sale, deed in lieu of foreclosure. Gathered financial documents required for submit to underwriting team for decision.
Assisted and worked closely with underwriting to come to a conclusion for our customers.
Purfoods, Customer Service Representative April 2014 - January 2015
Handle inbound calls from and outbound calls to our clients to place their meal order, address questions, and provide exceptional customer service.
Input order information into the appropriate client order screen, document all conversations with client into client information database.
Members Group, Fraud Detection Analyst September 2013 - April 2014
Handled inbound and outbound calls to verify transactions and take appropriate action to serve customers.
Identify possible risks and make decisions based on your findings with minimal supervision.
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