Customer Service Representative
Resume:
Shervon M. Burnett
Chesterfield, VA 23832
**************@*****.***
Objective: A Mortgage/Loan Processor with extensive experience and knowledge with mortgage lending policies and regulations, loan processing documentation requirements and loan closing procedures. Proficient in analyzing credit and financial data of loan applications. Proficiently and competently monitored the pipeline to ensure loans close on time, while simultaneously handling other projects and complex client scenarios
Skills: Loan Processing, Payment Posting, Data Entry, Customer Service, Contracts, Medical, Computer, 4+ Years of Affordable housing Property Management Experience, Knowledge of HUD, TCAC, DFEH, and ADA guidelines, Skilled in problem solving and Resident Relations
Employment
Home Service Specialist/ Senior Processor Digital Risk ( BOA and Bayview) 2020 - 2023
Maintain an open line of communication with the borrowers, loan originator, underwriter, realtor, and/or builder throughout the entire process assisting each as needed
Order credit report and private mortgage insurance from company approved service providers, as required, by the loan approval
Order, obtain, review, and approve any required appraisal documentation from a company approved appraiser, as required by company or investor guidelines for the product under which the loan was originated/approved
Prepare all loans approved for closing by collecting/obtaining all information/documentation required to clear any underwriting approval conditions.
Work with the underwriting team to perform credit analysis and determine repayment probability using risk management matrices
Calculate income to see if client qualifies
Processes standard and complex first mortgage and HE type loan applications from the opening of the file to submission for final underwriting ensuring that the file is complete and accurate and that the file complies with secondary market, government and investor guidelines and TFCU policies and procedures, as they may apply
Serves as a liaison for underwriters and Mortgage Loan Originators to resolve potential discrepancies
Obtains and verifies information
Handle customer inquiries from members, providers, physicians and internal also external clients related to plan or pharmacy benefits
Research and resolve problems in a timely manner
Work with other operational departments to research and resolve mail order and claim issues and respond to members with performance issues per guidelines
Evaluate and authorize approvals for prior authorizations pharmacy request from prescribers received by telephone and/or facsimile using client criteria
Use computerized system to gather information and respond to questions
Assist pharmacies with overrides and other inquiries daily
Research, resolve and document physician or client inquiries and grievances and provides verbal or written results to client prescriber, provider and/or management
Refill medications for members
Assist member with premium payments by using credit cards or checks
Handle inbound and outbound member calls
Customer Service Representative General Dynamics 2014 – 2016
Complete enrollment applications and confirm accurate information to complete the enrollment
Review Medicare guidelines when answering beneficiary inquiries on a day to day basis
Work with physicians, hospitals, and internal staff to gather information needed
Meet or exceeds all required agent productivity quality and timeliness standards set by General Medicare CSR Management and Supervisor
Listen to the caller and analyze the reason for the call and assist immediately
Use a dialer system to speak with beneficiaries and other personnel in regards to Medicare or Marketplace
Go over clients information to help find the best policy to suit their needs
Hazard Claims Insurance Specialist/ Property Preservation SunTrust Mortgage 2010 – 2014
Responsible for the servicing of real estate accounts to assure the fore-closure and post process is in compliance with all state and federal laws while maintaining compliance with investor, Insurer, Agency and company guidelines
Conducts complete reviews of foreclosure files to ensure all default timeframes have been met
Request and review updated documentation from Investor, Insurer, and Agencies to ensure compliance of these documents are per the guidelines
Manages foreclosure proceedings on assigned cases by interacting and instructing various parties such as mortgagors, attorneys, investors, trustees, appraisers, and any other party involved with the foreclosure process
Diligently follows-up on outstanding request and telephone calls from internal and external customers
Monitor inspections, Securing, FEMA disaster declarations, Code Violations, filing Hazard insurance Claims and Vacancy Registration
Manage vendors sent to the property to do the maintenance, inspections, complete the violations and manages the property (by getting rid of mold, and mildew, grass-cuts, winterization, and change locks)
Process claims write offs associated with Property Preservation and Escrow charges in the Loss Control Data base
Enforced applicable county coded and regulations as they relate to the prevention of violations
Build relationships with internal and external clients to ensure workflow is completed in a timely and cost effective manner
Assistant Property Manager Main Street Realty 2007 -2012
Responsible for daily community deposits concerning rent collections and any other miscellaneous income
Receive all telephone calls and in person visits also listen to residents request, concerns and comments
Quickly complete maintenance service request and inform the maintenance team
Input all residence information in relation to walk-ins, traffic, move-ins, move-outs, apartment condition etc
Distributed non-payments notices to all delinquent residents and complete follow-up activity in regards to non-payment of rent
Assist the Property Manager with renewal of existing residents
Provided guest tours and prepared lease paperwork
Demonstrated knowledge of Fair Housing and rules
Ensure apartments are ready for residents to move-in on agreed dates
Secure new residents signature on appropriate paperwork prior to move-in
Assume community managers duties/authority in absence of immediate supervisor in accordance with company and community guidelines
Have prospect compete application and secure deposit in accordance with the company procedures and Fair Housing requirements
Update availability report, process applications for approvals (credit check, rental history, etc), submit processed applications to the property manager for approval. Follow-up with applicants regarding status
Additional Information Awards
Top Performer Certificate for Quality, Adherence & Productivity
Education:
J. Sargeant Reynolds Community College 2002-2003 Richmond, VA
Armstrong High School – Diploma 1998
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