Customer Service Consultant Iii
Resume:
LAKIESHA HUNTER
San Bernardino, CA *****
*******************@***********.***
Professional Summary
Highly motivated and adaptable professional with a strong work ethic and exceptional interpersonal skills. Skilled at mastering new tasks quickly, providing excellent customer service, and managing complex situations with minimal supervision. Seeking opportunities to contribute in a dynamic environment and take on new challenges.
Willing to relocate: Open to relocation opportunities. Authorized to work in the US for any employer
Work Experience
Post Consultant III
New Rez LLC-Coppell, TX
February 2025 to Present
• Manage customer service inquiries, collections, and escrow accounts for delinquent accounts (30-60 days).
• Conduct Escrow Analysis and provide clients with clear explanations on reading the escrow statements.
• Assist customers with taxes, insurance, payoffs, and collections Post Consultant II
Newrez-Coppell, TX
October 2024 to February 2025
● Manage customer service inquiries, collections, and escrow accounts for delinquent accounts (30-60 days).
● Conduct Escrow Analysis and provide clients with clear explanations on reading the escrow statements.
● Assist customers with taxes, insurance, payoffs, and collections. Post Consultant I
Newrez LLC-Coppell, TX
April 2024 to October 2024
● Handle customer service inquiries, collections, and escrow accounts for delinquent accounts (30-60 days).
● Perform Escrow Analysis and guide clients through the escrow breakdown.
● Provide assistance with taxes, insurance, payoffs, and collections. Foreclosure Specialist
CitiMortgage-Irving, TX
March 2011 to April 2015
● Developed strategies to minimize losses through effective foreclosure management, collaborating with attorneys and teams.
● Reviewed discrepancies in foreclosure documents and loan agreements to ensure compliance with legal standards.
● Assisted in title search operations and maintained accurate records in foreclosure databases.
● Negotiated loan modifications and provided guidance to borrowers to avoid foreclosure.
● Supported clients, attorneys, and courts to resolve foreclosure-related matters. Loan Officer/Underwriter
CitiMortgage-Irving, TX
October 2010 to March 2011
● Developed client relationships to promote loan business and reviewed loan agreements for accuracy.
● Verified applicants' financial data, including credit histories, income, and bank statements, to determine loan eligibility.
● Analyzed financial documents and approved/denied loan applications in compliance with company guidelines.
● Maintained up-to-date knowledge of loan products, regulations, and procedures. Mortgage Closer
CitiMortgage-Irving, TX
August 2010 to October 2010
● Ensured accurate mortgage calculations, including principal, interest, taxes, and fees due at closing.
● Prepared closing documents, obtained signatures, and processed funds from buyers.
● Researched title issues and confirmed clear property titles before closing. Mortgage Loan Processor
CitiMortgage-Irving, TX
January 2010 to August 2010
● Managed the loan pipeline, submitted completed packages to underwriting, and verified all necessary documentation.
● Ensured compliance with federal regulations by reviewing loan documents for errors and discrepancies.
● Communicated with borrowers to clarify financial details and keep them informed throughout the loan process.
Team Lead/Trainer/Skip Tracer
Capital One Auto Finance-Plano, TX
May 2006 to August 2009
● Led a team of agents, offering training and guidance in resolving customer and operational issues.
● Conducted skip tracing using advanced tools and resources to locate individuals and resolve debt issues.
● Developed and implemented effective training programs for new hires and junior staff. Customer Service Representative/Retention Specialist Citi Cards-Irving, TX
October 2004 to August 2006
● Delivered excellent customer service, resolving inquiries, complaints, and billing issues.
● Managed customer relationships, ensuring high retention rates and satisfaction.
● Assisted customers with troubleshooting, billing, returns, and exchanges. Education
High School Diploma
Altus High School-Altus, OK
May 1996 to May 1996
Business Management
University of Maryland-Baltimore, MD
Skills
• Collections & Delinquent Accounts
• Salesforce
• Microsoft Office Suite (Word, Excel, Outlook, Access)
• Sales & Upselling
• Foreclosure Management
• Customer Service & Relationship Management
• Mortgage Systems & Loan Processing Software
• Escrow Accounts & Analysis
• Financial Analysis & Risk Assessment
• DocuSign
• Project Management & Multitasking
• Skip Tracing & Legal Compliance
• Loan Processing & Underwriting
• QuickBooks
• Mortgage Servicing & Loan Modifications
• Regulatory Compliance (TILA, Bankruptcy, Fair Housing)
• Team Leadership & Training
• Conflict Resolution
• Windows OS & Microsoft Office
• Communication skills
• Analysis skills
• Oracle
• AI
• Java
• Microsoft Office
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