Customer Service Representative/administration
Resume:
Jo Ellen Newman
**** *** ******* **, ********, VA,23231 · 804-***-****
*************@*****.***
SKILLS:
●Compliance
●Sales
●Accounts Receivable
●Accounts Payable
●Collaborative team player
●Fluent in Microsoft programs
●Fluent in AppFolio Software
●Punctual
●Quickly Adapts to learning procedures
●Project Manager
●State & Federal Mortgage GuideLines
●Analytical
●Organized
●Detail-Oriented
●Produces solutions to resolve challenges
●Exceptional oral and written communication
●Auditing for Quality Assurance
●Multi-Tasker
●Patient
EXPERIENCE:
June 13,2022- Nov. 30,2022
Pollard & Bagby
(Accounts Receivable & Payable)
●Posted Customer payments
●Created payments for the appropriate owner and/ or business commission for rental properties.
●Processed payment transactions for customers and entered Vendor information for future payment through Appfolio.
●Communicated with owners in regards to payment status or any kind of updates.
●Face -to Face customer service with renters and clients at the front desk in regards to monthly payments and any other issues that needed to be addressed.
MAY 01, 2020- FEB. 28, 2022
Truist Bank formerly known as SunTrust Bank
Wealth Document Custody Analyst II
(Document Custody Dept.)
●Purged documents that no longer meet the retention period while also preparing files with documents for loans that are still active.
●Assisting with sorting loan documents that come in that need to be filed in a special location.
●Pulled files for payoffs for mortgage and consumer loans.
●Processed consumer payoffs with notating documents that are being retained.
●Kept track of the retention period of the documents.
2017-2020 SunTrust Bank Inc.
Operations Analyst
(Document Custody Dept.)
●Ran Excel reports for management on a daily/ weekly basis.
●Audited loan documents for accuracy.
●Confirmed the endorsement is correct on the Notes that the borrower signed.
●Worked with VHDA (Virginia Housing Development) to release documents for payoffs and loss mitigations.
●Worked with pre-foreclosure department ensuring loan documents are imaged and available for foreclosure referral.
●Created resources for the incoming team mates that I would be responsible for training.
2008-2017 SunTrust Bank Inc.
Operations Analyst & Team Lead
(Pre-Foreclosure Dept.)
●Auditing borrowers accounts to meet criteria for loan being positioned to a foreclosure Attorney.
●Followed stringent State and Federal guide lines to ensure compliance.
●Gathered all necessary loan documents to send to foreclosure Attorney.
●Worked directly with Attorney’s to ensure all proper documentation has been received.
2003- 2008 SunTrust Bank Inc.
Quality Sales & Customer Service Coach
(Customer Service Dept.)
●Managed 20 or more associates on a daily basis.
●Monitor all inbound calls for quality assurance and giving feedback when needed.
●Coached and trained new and current team mates on all necessary components within Customer Service and Sales.
●Assisted the floor manager with elevated situations.
●Dedicated and highly involved in all projects related to Sales and Customer Service.
●Kept all training resources and materials updated for new hire classes.
●Worked heavily with Microsoft Excel Spreadsheets and Word to prioritize projects and other duties.
2000- 2003 SunTrust Bank Inc.
Customer Service Representative
(Customer Service Dept.)
●Resolved complex inquiries regarding payment posting and escrow accounts pertaining to Mortgage loans
●Efficiently maintaining high call volumes with a positive attitude.
1996-1999
Credit Bureau Systems, Mechanicsville, VA
Credit Reporter
●Processed credit reports and reported accurate information to various Mortgage companies
●Maintained excellent Customer Service with both internal and external customers.
Awards:
2005 Customer Service Award
Received J.D Powers and Associates Outstanding Achievement Award for providing the highest quality of Customer Service.
Education:
June 1990
Graduate of Varina High School
Member of National Honor Society.
GPA: 4.0
References:
1.Lori Gilmore
(Operations Analyst Lead/ Truist Bank) 804-***-****
2.Kelsi Reidenback
(Former Team mate/ Truist Bank) 804-***-****
3.Carol Lucas
(Former Team mate/ Truist Bank) 804-***-****
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