Service Representative Call Center

William Hockman

***************@*****.***

Cell phone 214-***-****

Qualification Summary

I am a successful professional consultant with more than eleven years in financial, analytical, mortgage and call center leadership roles. I have excellent results in customer satisfaction, call center operations, sales, retention, loss mitigation and loss analytical skills. Knowledge of management supervisory methods and principals.

Freedom Mortgage Corp Remote position, TX

Specialized Loss Mitigation Analyst June 2021 – February 2023

Escalated team that identified and resolved internal and external conflicts preventing execution of mortgage modification agreements

Quality – over saw escalated loans and resolved any issues that would prevent modification documents being finalized

Leadership – Provided feedback to respective departments with ways they can improve their process to prevent any unnecessary delays

Specialty Rolls – training new hires, Quality assurance review of modification docs, Quality Control review of modification documents, escalated problem identifying and resolution

RoundPoint Financial Group Dallas, TX

Financial Loss Analyst Associate Sept 2018 –June 2021

Identified any process breakdowns that may have occurred during the liquidation of assets for the company. Provided feedback to appropriate departments and teams on ways to improve polices, workflow and guidelines to ensure all timelines are being met within the guidelines and are timely

Quality – mitigated losses for the company and ensured proper timelines are met, also filing supplemental claims for company

Leadership – Provided feedback and solutions to departments break downs or bottle necks to ensure investor timelines and guidelines are met

External Customer satisfaction – Ensured all investor guidelines are met and claims paid properly, if any errors took place, I made sure funds was returned to the investor

Triage Default Specialist February 2018 – Sept 2018

Top tier collection agent, who consulted borrowers on delinquency, loss mitigation options, and other ways to cure the delinquency status of the loan by applying the knowledge of default servicing

Quality – Cured thousands of delinquent accounts, also collecting over 350k in payments monthly. Which allowed me to be the top agent in the bonus category YTD, and exceeding department goals

Leadership – Provided job-based knowledge to other peers, on ways to improve their consultation and curing delinquency

Mortgage Insurance Claim Service Associate September 2016 – February 2018

Single Point of Contact, that gathered information at the direction of lender placed guidelines for insurance losses on the property. Consistently following up with borrowers and exceeded claim closing volume goals.

Quality -Successfully managed a mortgage pipeline of 150-225 loans exceeding $10 million in damages. Exceeded service metrics by 8.5%

Leadership – Contacts borrower to ensure all proper insurance claim documents are notated within the investor’s guidelines. Worked with multiple departments and venders to provide a seamless and effortless borrower experience.

Customer Service Representative June 2016- September 2016

The Customer service team handles inbound and outbound calls, in regard to monthly payments, general inquires, complex mortgage inquires, questions about the customer’s escrow accounts, taxes, insurance and other responsibilities that are agreed upon with a mortgage.

Quality – exceeded service metrics by 7%

External Customer Satisfaction – customer survey scores 95%

Leadership – acted as a team lead, answering various questions, giving input on ways to improve the work culture

Hockman Financial Solutions LLC Frisco, TX

Credit Analyst and Consultant January 2016-December 2018

Financial advisor to clients who are seeking to improve overall FICO score. Maintained and monitored client’s credit to debt ratio. Also advised on other methods and tools to manage their finances.

Quality- Successfully improved clients FICO score. Searched local and nationwide databases for civil and commercial litigation as well as property ownership. Credit scores improved by 36%

Leadership- Negotiated debt settlement. Guided clients through debt repayment plan

Capital One N. A. Plano, TX

Customer Advocacy Escalated Services Associate July 2013- May 2016

The Customer Advocacy Escalated Service team handles complex banking complaints and escalations for Capital One. This includes escalated phone calls, case management and utilization of complex systems to evaluate and manage fraud, government regulation requirements, systems, and banking errors.

Quality - exceeding QA goal by 10%

External Customer Satisfaction — external CEMP scores of 90% YTD - 20% above goal

Leadership — working cross-departmentally and working on various process improvements that will improve the customer experience and reduce errors. As well as peer to peer coaching, promoting Capital One's values, as well as associate engagement

New Consumer Service (NCS) October 2011 - July 2013

The NCS team handles servicing of new consumer accounts who have recently in the past 12-month period open up a new checking or savings product. This includes cross selling "sticky" products such as online banking, bill pay and any other services that Capital One offers that the customer has not yet taken advantage of.

Quality - exceeded quality goal by 14%

External Customer Satisfaction — customer satisfaction CEMP score of 90% - 30% above goal

Leadership - peer to peer coaching delivering successful sales tips to fellow associates

Customer Service Professional (GCS) November 2010 - October 2011

GCS customer service handles checking, savings, debit card and a wide variety of financial products and service. As well as asking probing questions for sales opportunities, to deepen the relationship with the bank.

Quality - exceeded quality goal by 14%

Leadership- assisted people manager with duties, such as team meetings, and quality feedback

Systems and Technology

Microsoft excel, word, outlook, SharePoint, power point

ServPro

Black Knight

Back in The Black (BITB)

LoanServ

Workday

HSSN

SMDU

Tempo

Workout Prospector

Skills & Abilities:

ALTA and TLTA titling

Knowledge of guidelines for Conventional, FHA, FNMA, USDA, FHLMC and VA loans

Knowledge of TILA, RESPA, and Predatory Lending

Knowledge of HUD guidelines of servicing mortgage contracts

Foreclosure prevention through Deed in Lieu, short sale, repayment plans, loan modification and partial claims

HUD foreclosure timelines and guidelines

Ability to safeguard confidential customer and company information

Excellent at self-managing urgent and multiple tasks

Contact this candidate