Customer Service Mortgage Serviving
Resume:
Daniel Davis
Philadelphia, PA *****
************@*****.***
Work Experience
Escalations Representative / Operations Processor
Wells Fargo Bank-Philadelphia, PA
September 2022 to November 2024
• Perform various clerical operational tasks
• Receive, log, and file work Experience • Verify remittances per customers’ request to be processed and returned i.e., credit cards and unpossessable items •
• Quality check all processed items before returning to customer.
• Interact with internal and external customers and respond to their raised concerns, as well as determine appropriate course of action
• Support internal and external customers with inquiries and complaints regarding financial products and services
• Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly
• Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in the case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards
• Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals
• Respond to wire transfer investigation messages Via the Fed in a timely manner
• Communicate with Customer Service and correspondent banks to resolve issues and obtain information
• Collaborate Internally with operations and customer service to resolve wire transfer issues
• Analyze and interpret wire transfer data and documentation
• Investigate and resolve wire transfer discrepancies and errors
• Respond to wire transfer investigation message
Sr Mortgage Servicing Professional
Cenlar FSB-Ewing, NJ
February 2021 to July 2021
· Answered inbound and outbound escalated borrower calls
· Maintained confidentiality of customer's non-public information
· Provided information and knowledge assistance regarding the customer loan, escrow balance, tax information, payment amount, and past due balance
· Provided written and verbal responses to customer inquiries as needed
· Processed borrower payments
Mortgage Loan Processor
Freedom Mortgage Corporation-Marlton, NJ
August 2015 to September 2020
· Verified, compiles, and types of application for mortgage loans and or titles
· Handled customer request within a timely matter in order to maintain service level expectations to deliver quality customer service
· Reviewed residential loan application file to verify that application data is complete and meets establishment standards
· Recommend that title and loans not meeting standards be restructured or denied
· Prepared loan application file for underwriting approval
· Submitted approved mortgage loan file to the Mortgage Loan Closer for settlement
· Recorded data on status of loans, including number of new applications, loan approved, canceled or Life/Health Insurance Agent
CNO Financial Services-Philadelphia, PA
September 2014 to August 2015
· Inside Tele sales with prospective customers inquiring about Life Insurance?
· Administered coverage changes and add/remove
· Explained options for Insurance based on age and gender to the prospective buyer
· Offered suggestions for coverage amounts based on the customer's financial needs
· Provided Customer Service to existing policy owners with changes, questions, and billing
· Processed checks
· Assisted Escalation Queue with overflow due to high call volume Online Banking Specialist
TD Bank NA-Mount Laurel, NJ
April 2012 to July 2014
• Evaluated customer needs and identify opportunities to expand the customer's relationship with TD Bank
• Resolved customer concerns and issues at first point of contact
• Authenticated customers for user and password resets
• Processed bill pay checks and ACH's, stop payments and refunds
• Assisted customer with bill pay questions and issues via telephone and email Customer Support Representative
Technisource-Mechanicsburg-PA
March 2010 to January 2012
· Provided help desk support for The New School University
· Provided information regarding programs offered and admissions guidelines
· Performed live one on one chats related to course offerings and locations for Kaplan University
· Responded to caller inquiries related to course offerings at campuses and online Inside Relationship Representative
Allied Waste Services-Morgantown, PA
January 2005 to December 2008
· Acquired new revenue growth by handling new business calls for permanent commercial and industrial customers
· Dispatched Front Load, Rear Load and Roll off drivers to appropriate destinations
· Negotiated to retain inbound calls related to lost business due to competitive reasons
· Performed outbound customer relationship calls and collection calls to existing customers
· Responding to all increases and decreases in service, Education
High school diploma
William W Bodine High School
Skills
• ACH
• Proficient in bank systems and knowledge-, Software: MS Office
• Escrow
• Inside Sales
• Word, Excel, and Outlook Express, Strong oral and written communications skills supplemented with excellent interpersonal skills
• Mortgage Servicing
Certifications and Licenses
Life & Health Insurance License
Certified Notary Public
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