Customer Service Representative

Prosper Bvunzawabaya

Celina, TX Phone: 214-***-**** Email: ***********@*******.***

Professional Summary

Goal-oriented Customer Service Representative dedicated to high levels of customer satisfaction and meeting aggressive targets. I have extensive knowledge and experience as a Customer Service Representative and Loan servicing representative. Knowledge of FNMA/FHLMC with specialized knowledge in Agency and Non-Agency loans. I have a passion for the service industry. Throughout my years in the industry working for different organizations, I have obtained skills in handling customer complaints and providing service eminence.

Skills

Extensive experience in problem solving

Extremely patient, Attentive, Clear Communication skills, Goal orientated.

Experience in Conventional and conforming loans

Skilled in receiving, analyzing and evaluating incoming documents to ascertain eligibility.

Demonstrated ability to maintain good relationships with clients.

High degree of confidentiality.

Excellent computer skills including MS Word, Excel and different loan processing software.

Data entry 40 words per minute

CRM tools like Salesforce

WORK EXPERIENCE

Employer : Omega Mortgage Services October 2018- Current

Position : Customer Service Representative

Manager : Russell Java

Take mortgage payments over the phone and respond to customer queries regarding hazard and flood insurance, property taxes and disbursements.

Collect payments and set up repayment plans.

Review and explain escrow disclosure statements (account shortages and averages)

Respond to the needs of customers who are not satisfied with assistance provided by customer service representatives.

Attend and respond to inquiries from customers, other departments and outside vendors via Telephone, chat or email.

Answered an average of 80+ calls per day from unsatisfied customers related to their accounts.

Ensure that appropriate solutions are made to resolve customer’s problems and complaints.

Spoke with customers pertaining to pending foreclosures, defaulted mortgages, loss mitigation and other general issues pertaining to their mortgages.

Answering phone calls and responding to customer emails

Navigate and entered data into the Encompass

Educated customers on the terms and conditions of their mortgage loans.

Type 35-40 words using Microsoft and word programs

Employer : Gains Finance Feb 2014– June 2018

Position : Funding Analsyt

Manager : Pat Moyana

Contacting clients through telephone or email and gathering financial information including employment, income documents, assets, financial status, current debts and current expenses.

Responsible for ensuring that all documentation is complete, accurate, verified and complies with company policy.

Review file documentation and make sure all items needed are requested.

Order and coordinate loan documents.

Perform any additional duties/activities assigned by management.

Employer : Preferred Tax Services Feb 2010– Feb 2014

Position : Data Entry Specialit

Manager : David Pastures

Accurately updated records for customers and employees on a daily basis

Processed over 2000 customer orders per month including logs and refunds

Supported additional functions in administrative, payroll and reception areas as needed

Compile statistical information for monthly reports and closed terminated records

Maintained confidentiality of customer personal information

Educational Qualification

Southern Methodist University

Bachelor of Business Administration 2002- 2006

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