Customer Service Representative

MICHAEL J. PINKS

**** * **** **** *******, AZ ***35

PHONE 480-***-*****WORK 480-***-*****EMAIL **********@*****.*** OBJECTIVE: I would like to obtain a position with opportunity for advancement, while enhancing my current skills and abilities. I would also like to learn new things and utilize my education and experience to become a productive asset to your team. WORK EXPERIENCE

2022-Present Illinois Housing Development Authority Financial Expert Chicago, IL Job duties include processing and underwriting relief applications for housing assistance for the people of the state of Illinois. Reviewing and calculating income for program qualifications. Reviewing conditions and curing for required documentation and information. Working with tenants and housing providers to find solutions for those affected by worldwide pandemic. Approving rental assistance and mortgage relief for qualified households in the State of Illinois. Remote work from home with Loan intakes, underwriters, loan servicers, and management via teams and zoom. 2021-2022 LoanDepot.com LLC Loan Processor Phoenix, AZ Job duties include processing nationwide refinance applications pursuant to FHA, VA, and Conventional loans programs. Preparing documents for closing balancing final closing disclosures for title companies with state specific forms. Remote work from home with Loan Officers and Underwriters in teams and zoom conference meetings . 2018-2021 Zions Bancorporation N.A. /National Bank of Arizona Loan Processor Scottsdale, AZ Job duties include processing new construction home purchases, FHA, VA, and conventional home purchases. Processing refinance transactions including conventional and manufactured housing applications pursuant to Freddie Mac and Fannie Mae guidelines. Top performer Jan 2020. Remote work from 2020 to 2021. 2016-2018 UAMC/Eagle Home Mortgage LLC Senior Loan Processor Tempe, AZ Job duties include processing FHA, VA, and conventional home purchases for residential customers. Working hand in hand with Senior Loan Officers and Senior Loan Underwriters to complete new build and existing new home purchase and refinances applications for our customers.

2012 -2016 Wells Fargo Home Mortgage Document Specialist 4 Tempe, AZ Job duties include processing mortgage documentation for residential customers for home purchase and refinance solutions. This includes VA, Texas Rate and Term, Texas Cash out, Conventional, FHA and Making Homes Affordable products pursuant to Investor guidelines. Closing purchase loans including final funding protocols. 1st quarter 2015 Customer Loyalty Winner. 2007 -2012 Bank of America HSS II/CC Representative II Chandler, AZ Job duties included Processing and Underwriting home refinance solutions for residential homeowners, both Conventional and Making Homes Affordable products pursuant to Freddie Mac and Fannie Mae underwriting guidelines. NMLS

#654074. S.A.S.E. Level 1 Authorized. Meet or exceeded funding goals 2009 2012. I also worked as a Team Lead for the Bank of America cross sales initiative and increased sales by over 300% over a 1 month time period. Worked in credit card sales and was #1 in Chandler site in sales 3rd quarter 2008. Worked in Investment Account Sales for IRAs, Money Markets, Savings, and CD investments accounts was # 1 in Chandler site in funded dollars 2nd and 3rd quarters 2008. 2004 -2007 Paycom/Epoch Customer Service Representative Santa Monica, CA Job required processing billing request and providing customer support for over 20,000 online based companies and their clients. Provided online chat support for clients and customers both foreign and domestic. Worked with multiple site specific billing systems and finance software. Assisted clients with site navigation and troubleshooting. Handled multiple inbound technical support and sales calls. Was selected as lead representative for 3rd shift. Awarded employee of the month on multiple occasions. 2003- 2004 Comcast Corporation Customer Account Executive Hollywood, CA Job duties required multitasking online chat support and telephone support for broadband internet and digital cable television subscribers. Provided support in troubleshooting installations and technical issues for our customers. Worked and coordinated with field operations for scheduling and maintaining service appointments. Sales and cross sales of product lines Broadband Internet, Digital HDTV, DVR, and home telephone services. Participated in Broadband University Initiative and was employee of the month on multiple occasions.

EDUCATION/EXPERIENCE

Experience with all MS Office Suite tools over 10 years of work and personal related use and knowledge. Mortgage Credit Tools AS400, LPS, LIS, Edge, Statusmart, iPortal, Blueprint, NTS, Pipeline Manager, CORE, Encompass, Zoom, Teams, and LexisNexis. American College of Business, (Accounting), Los Angeles, CA Honor Roll GPA (3.8 out of 4.0) 2000- 2001. Santa Monica College, (Business Finance) Santa Monica, CA GPA (2.5 out of 4.0) 1998-2000. James Monroe High School, (High School) North Hills, CA Law and Govt. Magnet GPA (2.7out of 4.0) 1994 -1998.