Banking Customer Service Specialist Resume

Jason D. Papa

** **** ******* *** *********, NJ *8084 / Cell 856-***-**** / Email: ********@*******.*** Objective

To obtain a position that will maximize all of my qualifications and qualities, while helping my team members & I grow together in the work environment. Banking Specialist II - CLSS

The Banking Specialist II promotes strong and lasting Customer relationships in a Call Center environment by providing quality Customer service and sales in an efficient and highly professional manner. Achieves a high level of success by understanding Customer needs and identifying opportunities to grow the business.

Job Requirements

● Provide exceptional Customer service by meeting all Customer demands as they relate to a range of issues varying in complexity, with low to moderate support of more experienced personnel.

● Display positive, professional tone, exhibit empathy when required, deliver key attributes and provide a WOW! experience for the Customer.

● Take ownership of Customer concerns and resolve Customer issues at first point of contact.

● Ensure necessary due diligence is taken to support the accuracy of all Customer transactions.

● Arrive on-time and log-in ready to receive/make Customer calls as scheduled throughout the shift.

● Identify and refer high value or potential Customers to the appropriate personnel.

● Utilize appropriate discretion and negotiation tactics when addressing fee disputes. Freedom Mortgage Corporation

Customer Advocate

May 2017 – April 2018

ESSENTIAL DUTIES AND RESPONSIBILITIES

The Customer Advocate (CA) serves as the Single Point of Contact Agent, I am the information link between the customer and the business line. My overall purpose of this position is to engage the customer at application, inform the customer of their role in the process while obtaining documents needed to move them into closing within the established lock period. I will assist and support the borrower collectively with internal departments, by keeping them informed, and resolving any potential issues or concerns. I am the dedicated contact from loan disclosure through disbursement

Essential Job Functions:

• Ability to effectively and professionally communicate via phone and email.

• Review Disclosure package and loan program with the customer. Confirm time and method being used to return documents. (Walk them through disclosures and eSigning process as necessary)

• Maintain customer focus at all times by strictly adhering to FMC’s Customer Service Standards, taking ownership of all inquiries and proactively following through to resolution.

• Proactively providing status to the customer every step of the process.

• Generating outbound calls when contact is needed throughout the process.

• Answering/Responding to all inbound customer calls and providing accurate up to date status always reminding the customer of the benefits they are deriving from the transaction while ensuring the loan is closed within the original Rate Expiration date.

• Conference in various department SME’s as needed to resolve issues and answer questions.

• Schedule the loan for Doc Signing upon Final approval and follow up confirmation at loan disbursement.

Freedom Mortgage Corporation Customer Care / Single Point of Contact III May 2016 – May 2017

Essential Job Functions:

• Acts as single point of contact to assigned borrowers currently 45 days delinquent or greater, borrower is in a confirmed disaster area, or borrower requests loss mitigation options.

• Answer inbound calls and make outbound calls on assigned mortgage accounts that are 45 days or more delinquent.

• Work with borrower on repayment plans to get them back to a current status.

• Assist the borrower with loss mitigation options, how to apply, and status updates.

• Must be familiar with investor guidelines and available programs.

• Remain as the single point of contact until the borrower is current or approved for loss mitigation.

• Maintains confidentiality of customer’s nonpublic information.

• Provides written and verbal responses to customer inquiries as needed.

• Answers inbound/outbound calls involving customer service and collection issues. American Income Life - Hamilton, NJ

Benefits Coordinator - (Insurance Sales)

March 2016

ESSENTIAL JOB FUNCTIONS:

• Meeting potential clients face to face at their homes & business to review insurance options they may qualify for from referrals received

• Once the information is received processing and submit files to underwriting for review and final decision.

• Serve as the single point of contact from application, processing, underwriting, & document signing

• Prepare reports and maintain records

Davinchi Homes LLC - Spring, TX

Client Acquisitions Manager

April 2014 - January 2016

ESSENTIAL JOB FUNCTIONS:

• Contacting potential clients to discuss custom home options, pricing, and timelines

• Reviewing financial documents to verify qualifications

• Setting up appointments for face to face meeting with local sales managers

• Prepare reports and maintain records

JP Morgan Chase – Media, PA

Loss Mitigation Processor - (Loan Modification Closer) Jan 2009 - December 2013

ESSENTIAL JOB FUNCTIONS:

• Serve as the primary contact for customers and approved third parties; including but not limited to customer, investors, attorneys, & trustees

• Respond to customer inquiries regarding mortgage defaults and loss mitigation options.

• Accountable for communicating & processing the investor-specific documentation and requirements to the customer.

• Processes customer files from application through decision concerning loan modifications at all stages of the process

• Communicates modification decisions as received from Underwriting/QA. If modification is declined, discusses other options with the customer.

• Oversees customer's HAMP trial plan adherence and completion

• Communicates and keeps customer apprised throughout the process by maintaining close communication with internal partners including but not limited to Underwriting, Bankruptcy, Loss Mitigation, Foreclosure, and Service Member Civil Relief Act (SCRA).

• Processing customer's file for Underwriting: Reviews and perfects all documents provided by customer ensuring complete and accurate. Submits & monitors files to Underwriting for final decision.

• Problem resolution: Researches customer loan issues to determine resolution needs. Popular Mortgage Servicing Inc. - Cherry Hill, NJ

Loss Mitigation Processor - (Short Sale Negotiator) November 2004 - January 2009

ESSENTIAL Job Functions:

• Answer inbound & outbound related calls with borrowers, realtors, attorneys, insurance agents, etc.

• Evaluate assets to provide appropriate course of action to expedite settlement.

• Perform evaluation of real estate valuations with such tools such as appraisals, BPO’s, market trends and site demographics.

• Negotiate Short Payoff Settlements with lenders, agents, borrowers.

• Identify high risk assets facing immediate foreclosure.

· Request property inspections and contractor repair bids.

· Request BPO’s/Appraisals and review condition and value of assets.

· Request payoff amounts.

· Obtain a good understanding of the bank loss mitigation departments’ policies and procedures. PHH Mortgage, Mount Laurel, NJ

Collection Representative I, II, III

June 2001 - November 2004

ESSENTIAL JOB FUNCTIONS:

To initiate contact with customers who have defaulted on their mortgages through phone calls and use of predictive dialer.

To respond to customer inquiries regarding mortgage defaults and loss mitigation options. To evaluate the customer’s financial ability, reason for default, and willingness to make payment.

To recommend and initiate loss mitigation options which are appropriate to the situation. When appropriate, to negotiate and formalize repayment arrangements with customers in foreclosure. This includes verifying arrears, formulation terms of repayment, drafting stipulated repayment agreements, and insuring that the initial terms and conditions of the agreement are met.

To coordinate and facilitate initial mitigation efforts with associated departments, foreclosure council, investors and loan insurers

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