Customer Service Assistant Manager

Monica R Esparza

*** * **** **** **** #*** Mesquite, TX 75150 *********@*****.*** 214-***-****

Qualifications Summary

Talent for identifying customer needs and presenting appropriate company resolution and service offerings.

Ability to maintain excellent customer relation trust and displayed expertise in diplomatically resolving escalated customer service issues.

Ability to work in fast-paced atmosphere with minimal supervision.

Highly personable assertive self-starter with the enthusiastic to always learn and advance to the next level.

Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®).

Professional Experience

New American funding- Austin, Tx 2022

Coaching Liaison

Conduct coaching sessions using calls scored by QA or random calls.

Assist the specialist with working through challenges

Develop attributes and skills necessary for meeting expectations

Present guidance in a supportive environment

Build confidence

Identify training and development needs

Other duties as assigned

New American Funding– Austin, TX 2021 to 2022

Home Retention Outreach specialist

Initiates outbound contact with borrowers to determine "reason for default", borrower intent, financial ability to repay mortgage, and to identify potential loss migration options/solutions;

Answer inbound phone inquiries from borrowers regarding the status of loss mitigation, modification, short sales and foreclosure process.

Interviews borrowers to understand borrowers specific situation; identify and request appropriate documents required for workout review;

Access information in multiple systems to inform borrowers of loan workout terms, important dates and deadlines. Follow-up with borrower to get loan modification agreements signed and closed;

Make "good faith" payment arrangements with borrower to ensure mortgage does not fall further behind while loss mitigation options are being evaluated;

Follow-up with borrower when additional loan documents are required

Notify and inform borrowers of changes to dates/timelines and decisions as they are made

Provide information to borrower concerning escalation/complaint procedures and process per CFPB guidelines

Efficiently handle a variety of customer inquiries, via phone call and written correspondence, regarding the customer's home mortgage

Minimize call escalations by gaining our customer's trust and keeping our promises

Prioritize quality and efficiency in resolving customer issues

Ensures compliance with all applicable federal and state mortgage laws, regulations, investor requirements and CFPB Servicing Guidelines

Fay Servicing– Dallas, TX 2017 to 2021

Collections/Loan Modification Processor

Experience in all areas of collections, less than 30 days and 30 plus

Answered incoming calls on a dialer system assisting borrowers with work out options

Sent out 20 day demands and referred file to the foreclosure department

Specializing in loan trial payment plans and MOD agreements

Coach and train new staff

Preformed trial Escrow Analysis for borrowers

Auditor for Bank of America 2nd lien, FHA government, Title and DOJ loans

Prepared workout packets for the audit team

CTX Mortgage– Dallas, TX 2014 to 2016

Collections

Experience in all areas of collections, less than 30 days and 30 plus

Familiar with 20 day demands and foreclosure process

Specializing in loan trial payment plans and MOD agreements

Answered calls for customer service as back up

Provide monthly portfolio/exception reports to senior management

Knowledge in Annual Escrow Analysis Taxes and Insurance

Quick Trip Corporation – Dallas, TX 2/2011 to Current

Assistant Manager

Managerial Duties such as in-depth cost control, inventory scheduling, and customer escalations

Highly skilled on the POS (Point of Sale) touch screen and handling cash system

Delegation of daily store upkeep

Training of new employees

Provide motivation guidance and leadership to staff pertaining to sales promotions

Education and Training

Eastfield College 2012 to Current

Navarro College 2011 to 2012

Dr. Ralph Poteet High School- Graduated 2011

References available upon request

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