Service Rep Customer
Resume:
Y
Y O L A N D A
E R V I N
C L I E N T S U P P O R T
M A N A G E M E N T
P R O F E S S I O N A L
E X P E R I E N C E
Highly detailed,
performance-driven, and
dedicated Management
Professional with over 15
years of experience
encompassing mortgage loan
servicing, customer care
management, compliance, and
auditing. A strategic and
conceptual leader with the
ability to communicate
effectively, problem-solve,
and analyze data while
maintaining client
satisfaction in a diverse
organization.
P R O F I L E
Lock Desk Analyst March 2020-July 2021
MOVEMENT MORTGAGE
Completely reviewed, processed, locked, extended, and revised mortgage loan rate lock requests submitted by mortgage loan officers or operations team members
Analyzed and resolved associated operational issues associated with rate lock mismatches; managing exceptions within daily hedge reporting
Provided firm guidance and support to the loan origination staff allowing them to focus on customer contact and analysis of new transactions
Processed and recorded rate lock modifications making certain the pricing is exact, and falls within the investor’s guideline parameters Collaborated with sales, processing, underwriting, closing, correspondent counter parties and management to ensure the loans in your pipeline are sold quickly
Researched pricing requests and updates system with and required pricing changes
References Available Upon Request
Research Remediation Specialist July 2021-Present WELLS FARGO
Conducts intake of documentation to determine approval or appropriate course of action Investigates fully to identify issues, and researches appropriate information, terms and conditions Serves as main point of contact to resolve complex problems and inquiries and supports other divisions of Wells Fargo by reviewing documentation and
Thoroughly locates customer’s account in various systems and follows internal procedures for tracking, replying, and assigning determination
Demonstrate superior customer service skills when writing to customers, third parties or other departments when acknowledging issues
Works all cases by responding to appropriate customers and non- customers within the Bank's policies, procedures, and guidelines Tax Associate Dec 2019-April 2020
H&R BLOCK
Assists in the preparation and filing of simple and complex tax returns for individuals; furnishing taxpayers with sufficient information and correct tax forms
Interviews clients to obtain additional information on taxable income and deductible expenses and allowances
Reviews financial records to maximize tax credits, adjustments, and return payments; computing potential taxes owed or overpaid following tax forms instructions/tables
Collects cash payments and disburse checks to clients after properly verifying identity
Continuously grows business by promoting and marketing services Y
Y O L A N D A
E R V I N
C O N T A C T
E X P E R I E N C E
Customer Service
Operations
Documentation Review
Organization
Problem Solving
Examining Financial Statements
Home Loan Management
Team Player
Effective Oral & Written
Communication
Tax & Accounting Principals
Training & Development
H I G H L I G H T E D S K I L L S
*******.********@*****.***
445 Hemlock Avenue
Rock Hill, SC 29732
E D U C A T I O N
ASSOCIATES OF ARTS, ACCOUNTING
York Technical College 1995
HIGH SCHOOL DIPLOMA
Northwestern High School 1993
Sr. Customer Service Rep. Feb 2017-May 2018
BRITAX CHILD SAFETY, INC.
Provided timely, courteous, and professional communication to product consumers related to safety; B-Safe 35 and B-Agile recalls Listened attentively and respectfully to respond in a clear and concise manner
Provided current and relevant information regarding products, parts, instructions, and use of products to ensure maximum results Collected data accurately and thoroughly in database to track historical data as well as utilized interaction feed back for the development and training processes
Acted as interdepartmental liaison to identify safety and quality concerns and best solutions to advise consumers on product revisions or safety campaigns
Actively participated in training and education programs relative to the business, industry and department
Lead Customer Service Rep. May 2018-March 2020
PELTON & CRANE
Interacted with customers via telephone, and email to provide support and beneficial information regarding products or services Assisted Sales Representatives with price negotiation and contract review; ensuring appropriate actions are taken to resolve any contractual issues
Collected and entered new or additional orders into system Worked closely with suppliers to quote parts and ensure timely delivery
Collaborated with Sales and Quality departments to address details of inquiries, complaints, and comments to improve service and streamline processes
Handled highly escalated client issues for management with tact and understanding, maintaining 92% quality departmental scores and increased retention rate by 25%
Bankruptcy Home Preservation Loan Adjuster I Aug 2009-Apr 2016
WELLS FARGO
Responsible for processing bankruptcy loans utilizing HAMP tool to review eligible modification options on FHA, Freddie Mac, and VA portfolios
Collaborated with peers. internal and external vendors to resolve risk management issues, establish court involvement, and determine loan options
Gathered all relevant credit and guarantee information required to document mortgage loan files; thoroughly reviewing to ensure accuracy, validity, and compliance
Generated reports from various systems; CPI, BpoDirect, PACER, Clara, Workout Prospector and Webtrack
Served as advisory trainer to new hires and peers by providing side- by-side coaching
Consistently ensured adherence to compliance within state and federal guidelines
References Available Upon Request
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