Customer Service Data Entry

Rebekah (Beckah) Koehler Owasso, OK ***** 720-***-**** ***************@*****.***

Driven, adaptable administrative professional with experience and expertise across multiple aspects of customer service and administration. Analytical and intuitive with talent in improving workflow in fast-paced environments and quickly learning new processes and systems. Acknowledged for exceptional approach to client relations, problem resolution, time management, and task prioritization. Effective communicator with strengths in facilitating team collaboration, training/mentoring, and building strong professional relationships.

Core Competencies

Loan Processing Title Documentation Quality Control Team Collaboration Effective Communication

Process Improvement Escrow Documentation Colorado Notary Relationship Development Problem Solving

Technical Skills: Microsoft: Word, Excel, PowerPoint, Outlook Genesis DataGeneral RamQuest Application X SoftPro LandAmerica Connection LPS Database Fidelity Database Lenstart Impact DataTrace

Professional Experience

FORECLOSURE SPECIALIST III CompuLink, Tulsa, OK Jan 2023 – July 2023

§Review file notes for accuracy and approval to proceed to foreclosure; complete foreclosure packages and send to the US Department of Housing and Urban Development (HUD) for review.

§Pull and log documents for foreclosue packages, making sure all documents were processed and recorded accurately with correct information.

§Order and review Title searches.

PURCHASE ESCROW SPECIALIST Amrock, LLC (Remote Position), Detoit, MI January 2021 – September 2022

§Communicated with clients, municipalities, and colleagues to build trust and professional relationships, address questions and complaints, share critical information regarding sales closing status and MLC information, and assist colleagues with workflow.

§Drove client satisfaction by maintaining open lines of communication to quickly respond to calls, questions, and complaints and resolve concerns in a timely, respectful, and caring manner.

§Managed daily workflow by applying strong time management and task prioritization skills to complete tasks within allotted times and expected deadlines.

§Scheduling of meetings with clients and coordinating best times for all parties involved

§Supported closing processes and operational requirements by creating and balancing the CD/HUD government form detailing accurate, comprehensive costs associated with the real estate transaction.

ESCROW ASSISTANT, RECEPTIONIST & TITLE ASSISTANT Golden Dog Title & Trust, Longmont, CO June 2020 – December 2020

§Support operational and office administration activities, including ordering, developing, and distributing documents.

§Manage orders for Final Water, HOA Status Letters, Tax Certificates, and Title Searches, generate Closing Protection Letters (CPL) and Preliminary Closing Disclosures (CD), review Title Commitments, and process Title Policies to verify property status, for both resedencial and commercial properties.

§Keeping an up to date inventory of all office supplies and ordering when necessary

§Scheduling of meetings with clients and coordinating best times for all parties involved

§Distribute Title Documents to all parties, verifying accuracy to allow timely completion of closing processes.

ADMINISTRATIVE & COMMUNICATIONS ASSISTANT First United Methodist Church of Fort Collins May 2019 – March 2020

§Supported office administration and operational activity, managing schedules, office supply inventory, reception, and community bulletin and presentation development.

§Communicated with internal staff, external vendors, and community to manage multi-line phone systems and greet in-person guests and visitors.

§Managed building rentals, coordinating with staff and community to schedule appropriately and generate rental contracts.

MLC TEAM LEAD/MANAGER Association Online, Fort Collins, CO June 2017 – September 2018

§Managed operational activity, reviewing processes, quality control, and pricing while developing appropriate staff schedules and addressing customer service needs.

§Supervised a team of 10 employees, completing onboarding processes, new-hire training, and ongoing development to support staff knowledge and career development.

§Connected with direct and peripheral clients to enhance satisfaction while providing information and resolving concerns.

§Cooperated with City and County officials to obtain information related to codes, permits, and utility regulations.

CONSTRUCTION LOAN DISBURSEMENT ASSOCIATE Fidelity National/Heritage Title Co, Denver, CO February 2015 – November 2016

§Opened and reviewed new orders related to the collection and evaluation of Financials, assessments of Appraisals, verification of Credit Scores through basic Credit Report checks, and Loan Application reviews.

§Developed professional relationships with Contractors and Lenders to support transparent, rapid communication.

§Completed various tasks and responsibilities, including processing monthly disbursements, approving/claiming/sending wire transfers, entering W-9 information, and performing Inspections.

PRE-CLOSING PROCESSOR/REQUEST PROCESSOR Fidelity National/Heritage Title Co, Denver, CO June 2014 – February 2015

§Opened and processed Closer orders for Tax Certifications, Payoffs, HOA Status Letters, and Utilities.

§Managed and supported workflow for CPL Requests, General Inbox, HOA box, and Payoff box.

§Received fax communications and uploaded incoming documents to corresponding files.

POST-CLOSING CUSTOMER SERVICE SPECIALIST Pulte Mortgage, Lone Tree, CO June 2012 – June 2014

§Managed escrow holdback processing, including holdbacks for 3rd party contractors, paid insurance and taxes, processed refunds and supplemental bills, and assisted with customer service calls.

MORTGAGE SERVICING SENIOR REVIEW ANALYST Allon Hill, Denver, CO September 2011 – May 2012

§Managed reports and reviewed 800+ foreclosure files while supervising and mentoring a team of eight staff, offering training and guidance to support skills and knowledge improvement.

FORECLOSURE SPECIALIST Aurora Bank, Englewood, CO April 2007 – September 2011

§Acted as team lead, assisting with new employee training, daily operations, and workflow management while completing data entry tasks.

Accomplishments

Recommended process adjustments and supported knowledge and development of staff to advance process efficiency.

Offered exceptional customer service on multiple occasions, receiving recognition for de-escalation, conflict resolution, and effective communication to describe operational processes.

Ensured accurate insurance calculation and payments for a $10K+ loan portfolio.

Promoted to team lead as recognition for superior performance and ability to support peer growth and productivity.

Implemented workflow improvements to increase CPL Requests workflow by 30% and General Inbox, HOA box, and Payoff box by 45%.

Automated Financials evaluation, Appraisals, credit verification, and Loan Application review processes to increase workflow productivity by 60% and eliminate paper waste.

Enhanced W-9 information collection and entry process by 25% through re-organizing workflow.

Earned promotion in less than one year as recognition for outstanding performance and prior work history.

Increased production by 30% through process updates and an additional 10% with software improvements.

Advanced quality of services by 50% through quality control and corresponding process enhancements.

Improved bulletin development by converting document creation from Microsoft Word to Microsoft Publisher, allowing better functionality and efficient design and adjustment.

Increased operational productivity by 40% by converting documentation to paperless processes, as appropriate.

Selected for transfer to support various teams as recognition for advanced learning and proficiency in systems and procedures.

Earned acknowledgment and appreciation for adaptability and rapid learning that contributed to overall team success.

Commended for an exceptional approach to client relations in complex and difficult circumstances.

Community Outreach

VOLUNTEER MEMBER: VP, TREASURER, & AWARDS CHAIR Epsilon Sigma Alpha

§Support community organizations by assisting with Colorado St. Jude Dream Homes and various St. Jude and Easter Seals events.

§Collaborate with ESA State Board to organize and coordinate membership drive.

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