Customer Service Mortgage Loan

SHIRLEY GERMANY 804-***-**** - ***********@***.***

Glen Allen, Richmond Virginia

SKILLS: Strong written and verbal communication skills, knowledge of Microsoft Office Suite: Word, Excel, Outlook, used Black Knight, Clarfire. system. Detail oriented & Strong ability to multi-task. Ability to successfully work independently and a Team player.

EMPLOYMENT

SUNTRUST /TRUIST BANK/MORTGAGE, Richmond, Virginia

Default Prodution Specialist Role for Truist

10-22-11-22

•Responsibilty for scanning tickets in Enterprise teller, filing, mailing Sorting, pulling information from clients Application.

•Posted clients payments, and uploading documents.

•Assist in completing Monetary Tasks.

SUNTRUST/TRUIST BANK/MORTGAGE, Richmond, Virginia

Home Preservation Clients Representative

4/20 – 3/22- (Remote)

•Provide customer service to client, outbound calls and inbound calls both over the phone and in writing, following the Clients model.

•Responsible for providing guidance and direction to assist clients in completing their Mortgage Assistance Application.

•Resolve and ensure appropriate handling of client complaints by properly logging them in appropriate systems.

•Monitor and perform frequent follow up with clients to ensure the best decision of appropriate workout.

Print out package and email to customers at their request.

Home Preservation Clients Representative, Richmond, Virginia

2/18 – 5/18

•Provide customer service to client, outbound calls and inbound calls both over the phone and in writing

• Provided guidance and direction to assist clients completing their Mortgage Application.

•Receive and screen applications, and follow-up with customers to gather any missing information.

•Tracked, resolved and ensure appropriate handling of client complaints by properly logging them in appropriate system, notated detailed explanation of the issue and resolution.

•Responsible for sending request package to client by email or sending email for UPS mail.

SENIOR MORTGAGE LOAN PROCESSOR – (Agency) Glen Allen, Virginia

11/16 – 1/17

•Obtains necessary information (i.e. loan applications, credit documents, appraisals, etc.) to process and complete mortgage loan files.

•Processed mortgage loans in the closing unit by using the empower system.

•Entered initial data, obtaining Flood Certificates, ordered appraisals, reviews and other web-based verifications; the receiving of all couriers, mail, parcels and faxes.

CITIZENS BANK /MORTGAGE- Glen Allen, Virginia

05/09 – 09/16 - Claims Specialist

•Processed claims (Investor loans) including short sales, charge offs, Deed-In- Lieu and loan modifications.

•Received and processed claims payments from investor including notating the account, analyzing the general ledger, processed the final claim, and closing out investor files.

•Communicate with applicants, clients, staff and third parties (attorney, closing agents, and vendors) to answer questions and resolve issues.

•Ensure correct and apporopriate documents are prepared before submission to Fannie & Freddie Mac

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Shirley Germany

VIRGINIA DEPARTMENT OF REHABILITATIVE SERVICE

04/08 -12/08, Richmond, Virginia Accountant Specialist

•Compare daily edit reports to transactions keyed & makes necessary corrections.

•Maintain daily record on the tracking system.

•Debiting, crediting, and totaling accounts on computer spreadsheets and databases, using specialized accounting software.

EDUCATION

•Alabama State University, B.S. (Human Services)

•Auburn University - Business Certificate (Accounting)

•Reynolds Community College - Certificate (Excel for Windows)

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