Entry Specialist Service Agent

Shenika Hill-Thompson

Sterling Heights, MI - *******.****@*****.*** - 313-***-****

Education

Associate of Arts in Business Administration • WAYNE COUNTY COMMUNITY COLLEGE – Detroit, MI

High School Diploma• EDWIN DENBY HIGH SCHOOL– Detroit, MI

Qualification Summary

Knowledge of mortgage origination and closing documents

Positive training for new co-workers

Highly personable Customer Service Representative/Data Entry Specialist with over ten years of experience in data entry, customer service, and call-center operations

Expertise in scanning, editing, image touching up, and indexing documents

Expertise in resolving escalated customer service issues

Appraisal order, review and cancelation

Computer knowledge - Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®), Black Knight, P8 imaging system, Salesforce, Tableau, Eclose, Amp system and Atlas.

Excellent communication skills

Work Experience

FLAGSTAR BANK 03/2019 to 02/2023

Troy, MI (Special Loans Analyst)

Audited reports to insure we are in compliance with collateral turnaround time for MSR.

Ordered, review and send out original loan documents to borrowers once loan is paid off.

Mail procedure – process incoming mail, post checks to Black Knight, compare incoming mail to report to ensure documents are received on time.

Managed department’s inbox and Customer Service Salesforce request daily to maintain a high level of customer service.

I have worked with MSR representatives on Collateral back log files so loans can get processed within the SLA time.

Responsible for producing Pay Off Letters to Borrowers.

Worked with MSR on Collateral back log files so loans can get processed within the SLA time.

TITLE SOURCE/ROCKET MORTGAGE 03/2015 to 01/2019

Detroit, MI (Appraisal Billing Specialist/Escrow Auditor)

Responsible for doing an initial review of the appraisal report to ensure compliance specific guidelines set by investor (Fannie Mae, Freddie Mac and Government loans).

Handled revisions that been requested on a report as well as all rejected reports and cancellation of appraisal orders.

Responsible for ensuring, reports are delivered to the lender and the client in a timely manner.

Ensured compliance established internal control procedures by examining legal documentation such as Deeds, Mortgages, Power of Attorney and Divorce Decree.

UNIVERSITY OF MICHIGAN HEALTH SYSTEM MEDEQUIP 03/2014 to 02/2015

Ann Arbor, MI (Medical Billing)

Corrected HCPCS and modifier coding errors and resubmitting claims both papers

Posted cash write off adjustments for Cash Department.

Inquired via phone and email with insurance companies to status unpaid claims.

Posted billing hold pending adjustments into FasTrack system.

MAZDA 03/2012 to 03/2014

Farmington Hills, MI (Senior Customer Service Agent)

Processed claims for dealerships (rebates and reimbursements) for customers.

Knowledge of Software’s such as MMS, in-bounded, approve, and concierge

Requested Customers personal information upon each incoming call

Placed customer information into data system

Displayed great customer service skill to each individual

Handled customers inquiries, complaints, calm angry customers, and locate resources for problem resolution and best option solutions.

MINACS WORLDWIDE 11/2007 to 03/2012

Farmington Hills, MI (Customer Service Agent)

Description of job function upon request

STANDARD FEDERAL BANK/ABN AMRO BANK 08/1997 to 08/2005 Madison Heights, MI (Document Specialist/Team Leader)

Description of job function upon request

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