Service Coordinator Candidate, Bilingual (English/Spanish)

WENDY GUERRA

*************@*****.*** 817-***-****

*** **** *** **. *****, TX. 76008

PROFILE

Organized,dedicated and ambitious budding professional with excellent attention to detail,and thirstforlearningnewchallengingroles.Workingcloselywithexperienced mortgage representatives and contributing to the success of a dynamic mortgage company.Offering experience in mortgage loans and over ten years of work experience in superb customer service, and collecting on seriously delinquent loans. Skills

Fiserv/Sagent/Shoretel/Ring Central

Siebel/ AS400/TSS /Rembrandt/

Customer Service/Collections

Mortgage/Banking

ADP/ Kronos/Encompass

Leadership / Adaptability

Management /Data Entry/General Office duties

Microsoft Excel/ Outlook/ PowerPoint/Excel/Teams

Skype/ LexisNexis/ Citrix/ 90 WPM-10 Key

Lotus Notes/ sView/ LoanServ/MSP (Blacknight)

Bilingual (English/Spanish)

Critical Thinking/ Handling Pressure

Problem Solving / Quick Learner/ Interpreter

Experience

SR. Mortgage Loan Counselor Customer Relations Representative. 04/2017 – CURRENT Colonial Savings, FA- 2626 West Freeway Fort Worth, TX. 76102

Inbound / Outbound calls

Investor Reporting to FNMA/FHLMC/FHLB/GNMA/FHA/Conventional/Conduit/Private CU

Foreclosure reinstatements and reporting

Daily delinquency compliance reporting

Investor waterfall Financials (Customer financials)

Pull Docs/ Credit Checks/ Payment Histories

Loss Mitigation application processing

Refinancing or New loan application processing

Repayment plans and setting up postdated payments

Bankruptcy payment handling

Escrow Administration/ Re analyzation of Escrow with ins/tax annual data

Payoff requests/ Database reports to Cashiering Department

Evaluate BPO’s/Appraisals /Recasting/ Amortization of loans

Short payoffs/ Deed in lieu applications

Billing Administrator 10/2016 – 04/2017

Spectrum- 2640 N. Belt line Rd. Irving TX. 75062

Collect timesheets /Review for improper or missing punches

Post final timesheet records to the payroll database by the required deadline.

Screen potential new hire resumes before formal interview is scheduled.

Processing payroll for 10 major branches in DFW/30 Contractors

Process new hire forms and assist with orientation.

Submission of Background checks and Drug test results Wire Transfer Manager 08/2014 – 03/2015

USAA Federal Savings Bank 9800 Fredericksburg RD. San Antonio TX. 78288

Monitor All and Any Wire transfers

Monitor Fraud and Money Laundering alerts

Creating spreadsheets for daily reporting and statistics

Conducting interviews and reviewing new applicants

Discipline reps who made daily wire mistakes

Monitor calls to make sure bank policies, procedures and regulations are implemented 1 Page

WENDY GUERRA

Supervisor 09/2013 – 01/2014

Comcast Communications 4320 N. Sylvania Fort Worth TX. 76137

Call center command/ Mission Control

Floor supervisor to 200 agents (Day shift/Night Shift)

Spreadsheets for Daily funds collected/ quantity of contact per customer

Obtained all Customer and Employee complaints

Weekly Round table meetings for structure control

Incentive operations – Daily incentives for Highest $ collected

Training module creator – Implementing Customer service with collections Customer Service SME Mortgage Processor CD-IRA 07/2012 – 09/2013 Bank of America 4200 Amon Carter Blvd, Fort Worth, TX 76155

Processing New Mortgage loans,Refinanced Mortgage loans

Setting up CD’s/ IRA’s/ Processing Credit applications

Floor Support for all agents and handling all floor escalations

New Checking / Savings accounts /Business accounts – over the phone set up

Inbound / Outbound quality assurance

Monitoring Daily call stats

Mortgage processing and Origination

Investor reporting for all New / Refinanced loans Several Promotions -Business General/Technical support/Advanced Technical support/SupportDevice Group/ Yellow Hat (Floor manager) Travel SME-Leadership Academy 10/2005 – 05/2012 Sprint corporate offices 4701 Mercantile Dr., Fort Worth, TX. 76137

Device troubleshooting

Customer Billing management

Software coding and troubleshooting

Technical training

Floor Supervisor/ On call manager/ Curriculum Trainer

Travel SME – traveled to Mexico, Canada, India, Philippines and US to help open new facilities and Train New Hires and Managers

Curriculum creator- Training creator

Leadership Academy- setting up Training sessions for all New / Current reps for growth Education:REMINGTON COLLEGE FORT WORTH, TX. CRIMINAL JUSTICE -2014 WESTERN HILLS HIGH SCHOOL FORT WORTH, TX. MAGNA CUM LAUDE HONORS -2001

*REFERENCES AVAILABLE UPON REQUEST*

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