Madlyn L. Thorbs

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**** ********* ***** **** #**** • Atlanta, • GA • 30331 • Home: • 404-***-**** • Cell: • 904-***-**** • lbyml2@r.postjobfree.com

Experience

SunTrust

December 2008 - August 2010 Financial Services Representative Jacksonville, FL

Provides superior customer service through listening to customers, anticipating their needs, and recommending financial services. Open new accounts, take loan applications, and refer customers to specialized bankers, such as Business Bankers and Mortgage Originators, to ensure the needs of the customers are met. Supports the goal of the branch through effective teamwork. Pursues ongoing education of SunTrust products, services, and other lines of business.

Washington Mutual

August 2008 - November 2008 Supervisor-Care Team Jacksonville, FL

Take all escalated calls from customers who are behind on mortgages needing assistance on a loan modification to save their home from foreclosure.

Worked very closely with loss mitigations department to determine the status of loan modification.

Review and analyze borrower documentation to determine income and repayment capacity by completing financials by phone or mailing out applications.

Assess borrower hardship

Analyze housing expenses and determine proper loan resolution

Determine Modification recommendation within system based on income/debt analysis

Maintain responsibility for timely and accurate system updates and loan status maintenance

Complete active file audit reviews, quality control reports, and post-closing audit functions

Calculate delinquency

Bank of America

April 2006 - July 2008 Customer Service Representative-DFS Jacksonville, FL

Assist customers with questions or issues regarding their accounts. Inquiries are received via phone and/or correspondence. Calls are routine. May respond to faxes or emails. Assist customer with setting up their loan on ACH with Bank of America checking accounts. Uses computerized system for tracking and/or troubleshooting. Requires basic knowledge of organizations products & services.

Blue Cross Blue Shield of North Carolina-Blue Card

April 2001 - July 2002 Customer Service Specialist-Blue Card Durham, NC

Provided consistent, reliable, and proactive customer service.

Acted as initial service contact for BCBSNC customers and providers.

Accurately received, researched and resolved inquiries.

Tracked customer’s issues to completion through appropriate departments.

Blue Cross Blue Shield of Florida

November 1999 - April 2001 Customer Service Associate-NASCO Jacksonville, FL

Provided consistent, reliable, and proactive customer service.

Acted as initial service contact for BCBSNC customers and providers.

Accurately received, researched and resolved inquiries.

Tracked customer’s issues to completion through appropriate departments.

Humana Healthcare

April 1997 - November 1999 Claims Adjuster Jacksonville, FL

Completed assignments in a high-pressured deadline environment.

Performed prompt, accurate payments and adjustments on claims.

Adjudicated claims to satisfactory resolution.

Conducted eligibility verification, COB Investigations and other related functions.

Education Florida Community College @ Jacksonville

August 2007 Other Jacksonville, FL

Certificate of Completion-45 Hour Mortgage Origination and Conventional Loan Processing

Florida Community College @ Jacksonville

February 2004 Other Jacksonville, FL

Medical Assistant Diploma

FCCJ

Associates

Business Jacksonville, FL

Objective To secure a responsible position with an organization whose management encourages growth, knowledge and skills of its employees.

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