Loan Servicing Mortgage

Phaedra Wilkins

Benton Harbor, MI *****

706-***-**** **************@*****.***

Professional Summary

Dynamic Mortgage Servicing Specialist at JPMorgan Chase with a proven track record in problem resolution and attention to detail. Expert in loan servicing software, I excelled in conducting audits and enhancing customer satisfaction through effective communication. Recognized for improving operational efficiency and maintaining compliance in a fast-paced environment.

Skills

Problem resolution

Document review

Payment processing

Policy adherence

Escrow administration

Loan servicing software

Sales and negotiation

Time management

Attention to detail

Excellent communication

Microsoft office

Work History

03/2023 to Current

Mortgage Servicing Specialist

JPMorgan Chase – Plano, TX

Data Entry Specialist in inbound call center environment servicing 50-70 calls daily

Conducted comprehensive audits of mortgage files, identifying discrepancies and rectifying errors in a timely fashion.

Maintained detailed records of borrower communications within the loan servicing system for easy retrieval during internal or external audits or reviews.

Provided exemplary customer service during all interactions with borrowers, lenders, insurers, and legal representatives within the mortgage ecosystem.

Leveraged advanced knowledge of mortgage servicing systems and software applications to quickly adapt to changing industry standards and best practices.

Set up, diagnosed, explained and corrected customer escrow/impound accounts in compliance w/ RESPA, state, and investor requirements.

Maintained secure office practices for hybrid workstation.

03/2021 to 03/2023

Customer Response Executive

T-Mobile – Irving, TX

Mastered various CRM tools to effectively manage customer interactions and track resolutions.

Balanced multiple priorities concurrently without compromising quality or accuracy in work output, demonstrating exceptional time management skills.

Completed outbound contact of 10-15 customers daily to offer resolve of customer grievances received via social media replies, direct to executive emails and store interactions.

Maintained secure office practices for hybrid workstation.

01/2020 to 02/2021

Merger Specialist/Loyalty Program Lead

T-Mobile – Dallas, TX

Managed projects across 109 retail locations, improving customer experience through effective feedback collaboration.

Collaborated with Sprint cross-functional teams to achieve merger project goals on time and within budget during year-1 acquisition phase.

Hosted weekly market meetings to address performance outliers, design action plans, and share best practices.

Implemented new training programs for staff, leading 1-3% performance increase of systems and customer base merging.

11/2018 to 12/2020

Retail Associate Manager

T-Mobile – Rowlett, TX

Managed daily cash handling procedures, ensuring accuracy in transactions and balancing registers at the end of each shift.

Supported loss prevention targets <2% inventory by adhering to proper protocols during transactions, returns, or exchanges.

Modeled effective leadership of 8-15 employees to gain commitment to store goals and training to exceed industry standards.

Trained employees in suggested selling and merchandising techniques to meet monthly sales quotas.

Monitored and identified store losses or inconsistencies and implemented solutions to successfully achieve company goals week over week.

Acted as in-store sales leader and maintained a strong presence on floor to build relationships with customers, support and develop team and increase revenue 2-5% over target quarterly.

Conducted monthly audits of store procedures to ensure compliance with company guidelines and industry regulations.

Trained and developed new employees to ease transition into the market.

Oversaw employee performance, addressed opportunities 5% or more off targets, and increased efficiency to maintain productivity targets.

Scheduled employees for shifts, considering customer traffic and employee strengths and accommodations.

12/2016 to 10/2018

Mobile Expert

T-Mobile – Richardson, TX

Resolved customer complaints swiftly and professionally, ensuring a positive experience for all parties involved in high volume store 300-500 footsteps daily.

Enhanced teamwork collaborated with colleagues to share knowledge and improve overall store performance.

Assisted customers in setting up new devices, transferring data, and troubleshooting technical issues as needed.

Contributed to a positive work culture by actively participating in team meetings, sharing ideas, and supporting colleagues.

Boosted sales performance to greater than 110% of store targets month over month with personalized recommendations tailored to each customer’s unique needs.

Maintained a comprehensive understanding of the latest industry trends, products, and technologies to stay ahead of competitors.

Improved sales conversion rates by utilizing strong product knowledge and persuasive communication skills.

Exceeded assigned sales targets consistently by building rapport with customers and identifying upselling opportunities.

01/2016 to 12/2016

Trainer

T-Mobile – Augusta, GA

Designed and delivered interactive training sessions, significantly improving trainee performance metrics.

Collaborated with trainers on lesson plans, enhancing training efficacy and team cohesion.

Provided one-on-one mentoring to help individuals reach their full potential within the organization.

Facilitated team-building exercises to foster collaboration between department members.

Delivered dynamic presentations to facilitate learning and retention among diverse audiences.

Analyzed and evaluated training effectiveness and program outcomes.

01/2014 to 12/2014

Retention Specialist

T-Mobile – Augusta, GA

Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.

Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.

Negotiated contract renewals, securing continued business partnerships with satisfied clients.

Built constructive customer relationships to improve loyalty and recommendations.

Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.

Education

Expected in 06/2027

Bachelor of Arts: Business Management

Strayer University

Volunteer work

Participated in food drives for improved local food bank stock levels.

Supported efficient operations at community church, preparing meals and organizing supplies.

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