Customer Service Data Entry

CHERYL V. MARCELIN

***** ***** *****

Jacksonville, FL 32218

Cell # 904-***-****

Email: **************@*****.***

OBJECTIVE: I am Looking for a position in a leading organization where my analytical skills and my extensive Customer Service experience can be used for the benefit of the organization and provide opportunities for advancement.

QUALIFICATIONS

Good analytical and interpersonal skills.

Strong customer service skills to establish, managed, and maintained positive and professional relationships with internal and external clients and business partners.

Thrive on challenge and new opportunities for accomplishments.

Consistently meet deadlines while handling numerous projects simultaneously.

Reliable decision-making worker that can multi-task and delegate responsibilities as needed.

Extensive familiarity with tax forms, expense reports, bank statements, credit reports and various other forms of financial documentation

Highly motivated, reliable, confident and committed to professional standards.

EMPLOYMENT

09/2022 – Current Triad Financial Services Title: Closer / Funder

Responsible for the processing of incoming loan packages from a client base that includes Direct Borrowers, Manufactured Home Dealers, and Brokers. This includes, but is not necessarily limited to:

Monitor all incoming loan doc request

Ensure all necessary underwriting conditions have been cleared for doc prep

Communicate with clients and escrow agents for any additional items needed for doc prep

Verify home address is consistent on appraisal, title, and loan tracking system

Timely and accurate data entry into loan tracking system

Order flood and tax certs from 3rd party vendors

Order new home appraisals

The accurate and timely processing of contract orders and ordering & reviewing tax and flood certs.

Confirm loan information, accurately type, order and review compliance and send package out for signatures.

Gather, review and verify conditions, work with broker, dealer and/or borrower to get items needed to complete loan package. Works closely with underwriting until all conditions cleared.

The accurate and timely processing of: A) List of needed conditions to fund to dealer, broker or borrower AND B) Completed loan packages to end lender

Re-verifying loan information, confirming loan fits in end lender’s parameters and sending completed file to end lender

Correcting files and accounting when loans are redirected.

First point of contact for Dealers, brokers, borrowers, underwriters, insurance agents and lenders on files submitted.

Keep track of condition and loan expirations.

Prepare and issue loan documents to escrow for borrower signature.

Ensure all loan documents are issued within department turn time policy

Analyze preliminary closing statement and balance with escrow

Some basic computer knowledge to save documents into the servicing system and on a shared drive on the computer

Maintain compliance with all company policies and procedures

10/2019 – 03/2022 Mphasis Digital Risk Title: Loan Closer (CDA)

Prepare, review and generate closing documents according to client specifications ensure all compliance requirements are met

Review and approve Final HUD/Closing Disclosure; working effectively with the designated department to clear any issues that may arise

Resolve closing issues, make system changes and expedite corrected documents to facilitate scheduled closings

Maintain a high standard of details

Gladly work outside of normal business hours

System used Mortgage Express, MSP, Digital Edge, CMS, Letter Writer Infosource

11/2018 – 10/2019 Bank of America Title: Client Care Specialist

Experience verbally delivering complex information clearly, concisely and understandable to the client, while quickly establishing rapport and exuding positivity and confidence

Must possess the skills to navigate between multiple screens, keep the client fully engaged and manage call time, while quickly and accurately typing relevant notes and processing information in the system

Proven experience fully adhering to process, policies, procedures, laws and regulatory requirements during all interactions, while working in a fast paced production environment

Proven ability to professionally and tactfully handle confrontational and/or stressful interactions

Team Escalations resolving client issues as well as understanding each client unique needs by informing and educating clients on how to conduct transactions

Guiding clients step by step through how to execute various transactions on their accounts

Proven experience with effectively reviewing documentation/files, quickly identifying errors and taking action to resolve the errors

07/2016 – 03/2018 Carrington Mortgage Services Title: Loan Closer

Knowledge of RESPA, TILA, TRID

Prepare Mortgage Closing Documents for Conventional, VA, USDA and FHA Loan Programs

Review Case Number Assignments, Title Comments, Insurance Policies, PMI Certification and all Loan Documents for Accuracy

Responsible for preparing and verifying final figures

Ensure all Closing needs are met with committed time frames

Resolve Closing issues for Full doc and Streamline, make system changes and expedite corrected documents to facilitate scheduled closings

Systems used: Encompass, Fiserve, Mavent

04/16/2012 – 04/24/15 PNC Mortgage Title: Single Point Of Contact / Processor

The level II Mortgage Default SPOC serves as the dedicated contact and trusted advisor for a borrower until the delinquency is fully resolved. Work with borrowers to remedy their financial hardship by leveraging default resources from the onset of the hardship need. The SPOC has a high degree of customer contact. The contact requires more extensive knowledge and the hardship is complex to analyze.

Principal Functional Responsibilities

Contacts customers primarily via telephone, but also via e-mail and/or written correspondence to, respond to inquiries, set expectations, and review options and provide them with solutions for new loan terms.

Coordinates and gathers information from default departments such as foreclosure, bankruptcy, collections, loss mitigation, etc. in order to communicate all default statuses and decisions to the borrower.

Proficient knowledge of MS Word and Excel

Strong verbal and written communication skills with internal and external sources,

Ability to assess the sensitive nature of a distressed customer situation and respond with professionalism

Commitment to working in a team environment

Ability to multi-task, specifically must be able to work in fast paced high volume call center environment

Ability to work under stringent deadlines stressing urgency to achieve monthly goals with expected quality

Must be able to adhere to call center scheduling

Welcome Calls / Customer Retention

Interviewing loan applicants.

Assisting applicants in selecting the most suitable mortgage option.

Reviewing loan applications.

Evaluating applicant financial information including salary, assets, debts, and expenses.

Calculating applicant credit scores.

Verifying the accuracy of applicant data.

Approving or rejecting loans.

Managing real estate loan documentation.

Ensuring compliance with banking regulations.

Submitting a detailed loan package to the Underwriting department.

Audit file for structure and documents using the file required checklists and forms.

Advise Loan Officers of loan status and any items that may be needed from them.

Contact borrower for any items needed from them.

Order (or delegate) any missing documents that are needed for underwriting, such as:

o Payoff statements

o Title commitment and attachments

o Homeowners Insurance

o Paystubs or other income documents

o Verification of Employment, verbal or full written if needed

o Verification of Deposit with one month bank statement or full two months statements

o FHA case number, CAIVRS, LDP, GSA, VA case number and VA eligibility

Submit Loan to Underwriting when enough information is in the file for a credit approval.

Work with underwriting, the Loan Officers and the borrower to obtain approval.

Review underwriting approval for accuracy of rate, term and program.

Once approved, send copy of the approval to the Loan Officers.

Work with the Loan Officers to be sure the Good Faith Estimate is updated and accurate.

Check Truth in Lending with revised GFE for Mortgage Disclosure Improvement Act compliance, and reissue if necessary.

Work with the borrower and Loan Officers to collect conditions.

Send conditions to Underwriting to obtain clear to close utilizing required checklists and forms.

Set and request closing per investor guidelines.

12/05/2011 – 04/12/2012 Wells Fargo Bank Title: Collector

Duties Performed:

Collector for the Home Equity Recovery team, with minimum of 3 level skills. Specialize in one or more collections areas in which legal action may be necessary, including but not limited to:

Probate, recovery, bankruptcy, foreclosure or repossession. In addition to Collector 3 level responsibilities

Assigns accounts to court process, develops location information about debtors for purpose of collecting past due payments. Monitor accounts to determine appropriate collection strategies. Participate in special projects as assigned.

Work well under minimal supervision

Ability to work independently under stringent deadlines

Research complex issues and account level details and provide accurate and well written responses as well as root cause of issue

High degree of organizational and time management skills

03/07/2011 – 02/24/2012 State Farm Insurance Title: Customer Service

Part time Position

Duties Performed:

Working with customers, State Farm agents, witnesses, repair shops and service providers to process automobile and homeowner claims.

Investigating and evaluating the facts of a claim, which could include damage to property or injury to people

Maintaining the confidentiality of claim information

Using State Farm claims systems and other technologies to perform job duties

Communicating with customers and associates over the telephone, in person to resolve issues in a collaborative team environment to handle a large volume of claims, primarily

over the telephone.

03/29/2010 – 01/08/2011 American Express Company Title: Customer Care Supervisor

Duties Performed:

Managed High Risk Pre - Outside Agency accounts and supervised all communication to facilitate collections negotiations or settlements.

Experience in income analysis for high risk accounts and Problem solving through negotiation with client and customer. Ran Management reporting systems, processed one on one uptraining with the representatives, Monitored calls and reviewed with each representative.

Deliver world-class customer service, while responding to Customer inquiries and concerns via multiple channels (calls, chat, mobile messaging) Build meaningful relationships with our Customers through a consultative approach, understanding their current and future needs, providing first contact resolution and negotiating a positive outcome.

Enhance our customers' experience by identifying opportunities to offer products based on our Cardmembers' needs

02/22/2000 – 03/26/2010 CIT Finance Title: Client Account Manager

Duties Performed:

Client Care Specialists ran reports on production on vendor contact per 65-175 client calls per day in customer service/asset management, collecting on default and pre outside agency accounts, customer retention, Work with Corporate Commercial Clients to remedy their delinquency and/or performing follow up. Pull and review credit reports for workout. Processed one on one with the Representatives, ran all Management reporting systems.

Processed Account documentation, Cash Operations handling payment applications and correcting misapplications to prevent costly discrepancies. Processed ACH/AFT payments.

Successfully managed and negotiate payment arrangements with Clients (Corporate / Commercial based Accounts) from inception to end of the contractual lease. Handled welcome calls on new accounts and customer retention.

Handle and resolve complex issues and complaints, affected resolution for account and bank reconciliation, invoicing discrepancies and breach of contracts.

Thorough knowledge of the guidelines of Fair Debt Collection Practices Act with a strong understanding of how to interpret and apply them for sound lending decisions. Worked as an End of Lease Specialist as well.

Maintain high portfolio performance by monitoring customers' payment status, post cash timely and accurately, and ensure invoice expectations meet client needs

Resolve billing, collections and credit issues, manage end-of-lease terms, negotiations, buyouts and loan purchases

Keep clear and organized records of customers' contract terms and any special handling requirements Resolved Client issues via US Mail, Phone Calls and Email.

07/01/1997 – 02/01/2000 HomeSide Lending/ Title: C/S Trainer /Collections/Escrow Anal

Washington Mutual Bank

Duties Performed:

Multi-task well, Responsible for high volume Inbound Calls while managing other assignments.

Processed the Servicing of loans, Loss Mitigation, Foreclosure-Pre-sale, Bankruptcy, Loan Modification and Workout. Excellent analytical aptitude.

Analyze Mortgage Documents, Financials, Profit and Loss Statements, Hud-1 Statements, Tax Returns, Credit Reports, Compile data to determine optimal outcome for the borrowers.

Proficient knowledge of MS Word, Excel, MSP, LPS and Alltel Systems

Work with Borrowers in negotiations and lending guidelines, work with Real Estate Agents, Attorneys, Brokers and other Vendors to avoid foreclosure. Provide concise written summary of the borrower’s hardship and analysis of future ability to pay. Educate borrowers on best alternative to avoid foreclosure for FNMA and FHLMC. I also worked as An Escrow Analyst analyzing reports processing suspense payments and research.

Knowledge of Investor guidelines, able to analyze and work out complex approvals by reviewing the borrower’s income and expenses to determine the legitimacy of the hardship.

08/01/1990 – 04/01/1998 American Express Titles: Collections / Trainer

Duties performed:

Responsible for acquiring in-depth knowledge of Customer Service and Credit Operations.

Responsible for explaining various American Express Products and Services Trainer

Responsible for handling current accounts up to 120 days past due

Responsible for pulling Credit Bureau Reports for delinquent accounts

Performed new hire training in customer service, collections, customer retention and express cash, Travelling Trainer

EDUCATION/CERTIFICATION

01/20/2013 Certified CNA

07/2007 State of Florida Notary Public Certification

08/2008 State of Florida Mobile Signing Agent Certification

1980 - 1981 Florida Jr. College

1973 – 1976 Jean Ribault Jr. and Sr. High School Graduated 06/04/1976

REFERENCES:

Available upon Request I was a Broker Agent for Diamond Express Logistics

Contact this candidate