Customer Service Quality Assurance

Maria Rivera

Lakewood, NJ *****

**********@*****.***

732-***-****

Professional Summary

Accomplished in customer service, and Collection expert with in-depth experience in mortgage banking. Open and clear communicator at all levels with the demonstrated strategic vision and disciplines execution. Unwavering commitment to customer satisfaction, with the ability to build productive relationship, resolve complex issues, and win customer loyalty. Work Experience

Loss Mitigation Specialist/ Customer Service/collections CitiFinancial (division of Citibank) April 2003 - February 2017. Oceanfirst Bank November 2017 - September 2024

• Routinely handle a high volume of outbound and inbound calls pertaining to reconciliation and collection of delinquent accounts, either directly or through diversified channels.

• Prevent impending loss increase profitability through great customer service/collection.

• Provide quick in accurate solution for each borrower in an attempt to bring accounts current

• determine debt to income ratio of the borrows in various levels, prepare daily cash reports, manage cash applications, drawer handling, large scale deposits, and posting payments daily Loans: Mortgages, mortgage releases, Unsecured loans, cold calls, cash drawer and a high level of customer service satisfaction

Education

Grover Cleveland HS

Skills

• Credit Investigation

• Collection Expert

• Strong Customer Relations

• Conflict Resolution

• Quality Assurance

• Team leadership

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