Customer Service Call Center

ABE WILLIAMS

**** ****** ***** ***** ********, Texas 75071 214-***-**** *******@*****.***

SUMMARY

• 12 years of experience in Customer Service in a Call Center environment; receiving, responding, and resolving customer inquiries

• 10 years of experience in banking/mortgage industry

• Worked at Bank of America/Countrywide Home Loans from Feb 2006 - June 2013

• A problem solver with excellent communication and interpersonal skills EXPERIENCE

June 2023-

Present.

Community Engagement Officer, AMTTAZ Consulting LLC - Mckinney, Texas Responsible for fostering communications with onsite client representatives in preparation for public engagement meetings on public projects. Represent management to stage meeting areas, trouble shoot communications, track and document event attendance and generate feedback report for management and client use. Conduct project site inspection for condition assessment and generate observation reports for management. Conduct community research to identify optimal meeting facilities and key stakeholders for project communication and engagement.

Aug 2019-

April 2023

Lead Specialist II, PennyMac Loan Services - Plano, Texas Performed OB telemarketing campaigns and received IB calls from marketing campaigns. Cultivated owned list of purchases leads from various sources. Met loan production goals through proactive and responsive self-sourcing and pipeline management activities by the purchase Loan Officers. Operated as the point of contact before the borrower’s purchase contract is executed and ensured complete borrower satisfaction.

Managed exception processing of various reports.

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Sept 2015 –

Dec 2015

Mar 2015 –

Aug 2015

Foreclosure Billing Specialists, National Bankruptcy Service – Dallas, Texas Responsible for calculating attorney fees and costs, pay off requests and all corporate advances as needed for loan settlement.

Responded to Internal and external inquiries regarding invoices in a timely manner. Process daily billing in accounting systems for closed/pending files, including review and edits of appropriate fees/costs.

Production Personnel, Smith Systems – Plano, Texas Worked with staff to ensure the highest standards in the mass production of high- quality school furniture and cabinets. Fast paced production line. Feb 2014 –

Aug 2014

Equipment Recovery Specialist, Credit Protection Agency – Dallas, Texas Worked for comprehensive program designed to keep disconnected cable subscribers engaged until equipment was returned.

Made outbound and received inbound calls to disconnected subscribers offering convenient options of returning the equipment, thereby protecting their credit. Oct 2009 –

June 2013

Foreclosure Review Specialist, Bank of America - Richardson, Texas Analyzed and reviewed complex financial documents related to defaulted and non- defaulted real estate loans. Effecting contract compliance by ensuring loan modification and original documents are accurately processed and documented. Enforced contract terms by ensuring foreclosure decisions are compliant with established guidelines and selected course of action. Responded to customer, investor, and other third-party inquiries for available options. May 2008 –

Sept 2009

Account Manager, Bank of America - Richardson, Texas Served as a member of the collections/risk operations team. Made outbound and inbound collection calls to delinquent customers or high-risk customers to secure payments and determine delinquency on active loans. Assisted customers to establish full balance of repayment plans or settlement. Handled assigned list of accounts, provided answers to billing inquiries, and negotiated payment arrangements to cure delinquent accounts, and educated customers on account terms and alternate payment plans.

Feb 2006 –

April 2008

Customer Service Representative, Countrywide Financial - Richardson, Texas Received and responded to customer inquiries on real estate loans in a high-volume call-center identifying and resolving customer issues for default payment and establishing promise to pay.

Collected mortgage payments, outstanding fees, and corporate advances. Participated in telemarketing and outbound campaigns as needed.

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