Customer Service Team Lead

COREEN LULET

*** * ****** ******, *******, CA ***05 · 714-***-****

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

Seeking a challenging and responsible position in an administrative capacity where my diversified skills can be utilized. Work well under pressure to meet deadlines in a timely manner. Desire an opportunity for advancement.

EXPERIENCE

03/2022 – 02/2024

ACCOUNTING ADMIN, Sterling Collision Center

Accounts receivables, answer phones, heavy customer service, schedule appointments for customers

03/2020 – 02/2022

LOAN PROCESSOR, TEAM LEAD, interactive mortgage

Assign loans to representatives, assisted with requesting documents for loan processors, scan and upload documents to customer accounts, ensure representative pipelines are up to date.

10/2013 – 02/2020

COLLECTOR, TEAM LEAD, cash call

Heavy customer service, 240+ calls both inbound and outbound on dialer, review accounts for possible loss mitigation, take payments via ACH and Credit Cards, handle escalated calls from representatives, created monthly agendas for meetings, assisted with creating reports and printed out for management, created schedule for representatives on my team, monitor representative calls.

11/2011 – 01/2013

DOCUMENTATION SPECIALIST, DEPARTMENT LEAD, ranstad services for promontory (contract)

Requested paperwork/documents from servicer, analyzed paperwork once completed, made revisions if needed before submitting.

11/2010 – 10/2011

LOAN COUNSELOR, servicelink (contract)

Collecting on delinquent mortgage loans, fast paced inbound call center – loss mitigation 60 to 80 calls, managed loans from 30 days due through foreclosure status, assisted customers and third party with short sale, deed in lieu and loan modifications, handle modification documents and ensure all documents have been received, setup customers on re-payment plans per investors guidelines, maintain knowledge of department policies and procedures.

01/2009 – 11/2010

SENIOR COLLECTOR, bank of america

Collecting on delinquent mortgage loans, reviewing loans for potential HOPE assistance, assistant in training and development of transitioning associates (OJT), meeting monthly servicing goals

REFERENCES

AVAILABLE UPON REQUEST

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