Customer Service Technical Support

Previous masamha

**** **** ***, ****** ** ***** ***************@*****.*** 469-***-**** (Cell)

SUMMARY OF QUALIFICATIONS

A highly motivated professional with experience in the customer service industry delivering world class customer service, technical and operational support. Also, high experience in the Mortgage department of collections. Energetic self-starter with a solid reputation for high productivity, excellent communication and time management skills. Proven leadership, highly organized, and motivated with superior problem-solving and analytical abilities. Recognized for strong Interpersonal skills and ability to coordinate projects. Strong technical skills and demonstrated proficiency in Microsoft Office suite of applications. AREAS OF EXPERTISEs

• Customer Satisfaction & Retention • Performance and Process Improvement

• Multi-tasking • Problem Resolution

• Mortgage experience • Ability to work independently and in a team PROFESSIONAL EXPERIENCE

Client Service Specialist

(Texas Care One) May 2020 to Date

• Responsible for supporting internal and external customers by proving support services in account management, operations, documentation, customer service and technical support.

• Communicating with clients regarding billing, account questions, account transactions, researching and resolving problems identified by customers.

• Cross-selling and making customer calls with relationship managers, preparing documentation exceptions, overdrafts, accounting, maintenance of files and reports, letters of credit, pricing and delinquencies.

• Preparing regular performance reports of account activities, producing and maintaining tickler report and default reports

• Provided technical support on company web sites and web site training for clients.

• Assisted customers with pre-applications for refinance, purchase or home equity loans.

• Handled high call volume daily.

• Updated customers with loan status on application.

• Handled incoming calls from title companies requesting customer closing dates and approval to fund loans.

• Verified if customer had mortgage loan in application for home equity department.

• Performed outbound calls regarding HUD study for first time home buyers.

• Promoted benefits of HUD study for customers.

Previous masamha

Recovery Specialist

Bank of America Tx Jan 2018 to February 2020

• Responsible for consulting with borrowers via inbound and outbound calls on the status of their seriously past due mortgage and personal loan debts

• Responsible for individual queue of loans ranging from 400-1,200 accounts to pursue debt collection through payment plans and settlement negotiations.

• utilizing dialer and debt software to ensure maximum efficiency, production, and accuracy of work performed.

• Responsible for negotiating with past due customers taking into consideration their financial situation, exhausting all efforts to collect through all potential sources of revenue in order to satisfy their past due loan to ultimately offer the best solution to resolve the delinquency problem in a way that is most beneficial to our company, our clients, and our customers.

• Resolve conflict with customers who refuse to pay, have complaints with their financial situation, or prior service.

• Reviewed financial documents for customers who wanted to settle their account in full such as W2’s, bank statements and pay stubs.

• Communicated with tittle companies and reviewed HUD statements for settlements on accounts.

Education Bachelor’s in business administration, University of Zimbabwe

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