Customer Service Representative

Resume of

SEAN K. KIMBLE

*********@*****.*** 972-***-**** Dallas, TX

PROFESSIONAL PROFILE

Highly organized and trained professional with an excellent history of successful claims management and loss mitigation. Creative and independent problem-solver who also coordinates well with management and other team members.

EDUCATION

Bachelor of Science Computer Science Xavier University New Orleans, LA 1992

High School Diploma Marion Abramson High School New Orleans, LA 1990

PROFESSIONAL & TECHNICAL SKILLS

Microsoft Office

Adobe Acrobat

Multitasking

Planning

QuickBooks

Organization

Performance Management

Strategic Planning

Zoom Meeting

Communication

Community Partnerships

Analytical

Google G Suite

Negotiation

Strategic Planning

Time Management

PROFESSIONAL EXPERIENCE

PILOT CATASTROPHE Inside Adjuster Richardson, TX January 2023 – Present

H & E EQUIPMENT SERVICES Credit and Collection Specialist Arlington, TX April 2022 - August 2022

BOK FINANCIAL Customer Support Representative Irving, TX September 2021- April 2022

FIRST AMERICAN TITLE Escrow Assistant Irving, TX February 2021- July 2021

ALLSTATE INSURANCE Total Loss Processor Coppell, TX August 2018- February 2021

NATIONSTAR MORTGAGE Claims Specialist Irving, TX February 2016 – April 2018

NORTH TEXAS TOLLWAY AUTHORITY Customer Service Representative Plano, TX April 2014 – September 2015

KINDRED AT HOME Billing Specialist Grapevine, TX June 2014 – August 2014

WINGSPAN PORTFOLIO ADVISORS FHA Claims Agent Frisco, TX April 2013 – March 2014

BANK OF AMERICA HOME LOANS Mortgage Specialist III Plano, TX June 2009 – August 2013

DETAILED PROFESSIONAL EXPERIENCE

ORGANIZATION

●Opened orders, inputted closing statement information, prepared documents for closing, and completed disbursement with follow-up of all escrow transactions.

●Tracked proposed resolutions and followed up with customers in a timely fashion

●Completed timely audits of all assigned claims to ensure all requirements have been met and the claims process can be fulfilled.

●Documented and maintained all systems necessary for claim handling and follow-up

●Managed portfolio of loan applications with a focus on converting applications to funded loans determined by FHA Claims

PERFORMANCE

●Issue Final Demands to customers that are over 90 days delinquent

●Process lien waivers and lien notices for customers

●Run monthly reports using Excel sheets on each branch/location

●Resolves a variety of simple to complex customer problems (i.e., payments, escrow accounts, loan acquisitions, address/name and social security changes, speed pay, refinancing, the release of mortgage filing, insurance coverage, tax payments, PMI/MIP requirements, delinquency, and all other activity regarding mortgage loans) for customers, often under difficult and/or stressful circumstances

●Meet defined department goals and activity metrics including AHT, QA, and Contribution

●Performed escrow process related to gathering and inputting data

●Provided escrow officer with support on residential transactions

●Interpreted various agreements relating to closings

●Prepared all documents required for transactions

●Analyzed complaints from customers and provided adequate resolutions

●Developed and maintained a vast knowledge of products and services being offered

●Monitored claim process reports ensuring required responses were timely

●Researched issues and obtained proper supporting documentation promptly as requested by the investor or mortgage insurance company

●Updated account information by maintaining customer records

●Answered product and service questions to attract potential new customers

●Suggested specialized retail programs, products, and services

●Succeeded in meeting individual metrics as well as team goals

●Completed monthly reporting of ad-hoc finance packs for senior management

●Acquired and verified all documentation submitted by homeowners

●Processed borrower financials by updating the financial systems and reviewing tax returns

●Reported finance packages to meet the need required by the CEO and Executive Committee

●Prepared corrective information on HAMP financial documents

COMMUNICATION

●Must maintain a high level of control and professionalism while objectively dealing with customers’ requests. Uses available resources for problem resolution, which may involve analysis of information received from other BOKM areas or other divisions.

●Expected to alert customers to refinance opportunities if current interest rates are favorable and transfer to their LO by using the portal. Normally operates independently, although supervisory resources are available

●Establish and maintain effective and cooperative working relationships with peers and departments with whom the collection goal intersects. Participate in team meetings.

●Supported escrow closing with exceptional customer service

●Communicated requirements to clients providing excellent customer service

●Conducted surveys regarding products, services, and customer service experiences

●Shared customer feedback to various departments to improve the overall experience

●Provided day-to-day financial transaction information and payments

●Collaborated with other departments to ensure work was completed timely and accurately

●Made collection calls on outstanding invoices

●Updated borrowers with payment and delinquent loan questions

●Assisted customers with servicing requirement of loan records by checking accuracy, fulfillment, and servicing information

MANAGEMENT

●Acted as a liaison between customers and management to enhance the overall customer experience

●Trained peers in good customer service

●Managed application of all claims received and provided the necessary information to validate through claim approval.

●Handled complex issues to make recommendations for an improved process

●Trained associates on HAMP and Non-GSE loan modification programs

●Took escalated calls as a Senior Team Lead

LICENSE

TX Adjuster - License #2919428 NC Adjuster - License #20514003

SC Adjuster - License #20514003 AL Adjuster - License #300304847

LA Adjuster - License #1036140

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