Customer Service Representative

Naomi Miller

Professional Resume

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**** ****** **** **** *******, Texas 75490 214-***-**** **************@*****.***

OBJECTIVE:

To use my current knowledge as a loan processor in Loss Mitigation and apply it to the Originations side of the mortgage industry.

PROFESSIONAL EXPERIENCE:

11/2009-present

Capital One Mortgage - Default Loss Mitigation, Plano, Texas

Modification Loan Processor

Assist customers in maintaining their home by arranging alternative solutions, including loan term modification.

Act as the single point of contact for homeowner or third party agencies from application to decision.

Interface with various internal departments (Bankruptcy, Foreclosure, Collections, etc,) as needed.

Order all supporting requirements for verification of modification application to include credit reports, appraisals, BPO, flood certification, lien search, tax transcripts, MI approval, Investor approval and income verification.

Interface with underwriters to assure files are complete, accurate and meet process and compliance requirements.

Take on special projects as requested by management.

Team SME-assist and mentor team mates, assist management with special projects when required.

01/2007 - 11/2009

Bank of America Home Loans FKA Countrywide Home Loans Richardson, TX

Loan Servicing Specialist II-Home Retention Department

Assisted customers in maintaining their home by arranging alternative solutions, including loan term modification

Order all supporting requirements for verification of modification application to include credit reports, appraisals, BPO, flood certification, lien search, tax transcripts and income verification.

Traveled to various cities to work with Making Homes Affordable, Treasury and NACA Reach Out events to assist home owners in obtaining loan modifications.

Team leader in the Home Retention Division, responsibilities included monitoring and evaluating the job performance of associates, developing associates through constructive feedback, education and coaching

Worked in a Customer Service role receiving, responding and resolving customer telephone inquiries regarding all aspects of home loans.

11/2005 - 11/2006

West at Home Work From Home, TX

Customer Service Representative

Self Employed Contractor-Call Center Agent

04/1991 -03/2002

Nortel Networks Richardson, TX

Telecommunications

Installation, Supervision, Engineering, Technical Support

GTE San Bernardino, CA

Telecommunications

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