Customer Service Representative
Resume:
Jameka Young
Raleigh NC, 27604
******.*****@*****.***
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Objective
To obtain a position in a people-oriented organization where I can maximize my outstanding customer service skills in order to achieve long-term goals.
Employment History
April 2011-Present Smith Debnam Attorney’s at Law, Raleigh NC
Legal Assistant/Recovery Agent
Responsibilities include but not limited to negotiating payment plans and settlements, asset research and skip tracing, collect payments, answer inbound and making outbound calls to debtors for the Attorneys. Follow all guidelines for FDCPA.
September 2010-April 2011 IBM Lender Business Process Services Inc., RTP NC
Contact Management Specialist/Debt Collector
Answered routine questions regarding a variety of account issues, including but not limited to, escrow accounts, balance and payment inquiries, interest rate changes, missing payment inquiries, address changes, and tax reporting information, requests for payoff and others. Placed outbound calls to collect payments from delinquent accounts and find out the intentions of the property. Gave out detailed information in regards to foreclosure, short sale and deed in lieu options. Advised customers who are experiencing hardship to apply for modifications thru HAMP that could lower monthly payments. Made outbound new customer calls as new loans board, utilizing available scripts and excellent customer service skills. Effectively typed notes under 30 seconds after each call. Followed federal guidelines through Fannie Mae and comply with all FDCPA laws. Adequently multi-tasked on varies screens in order to accomodate each customer.
October 2008 – August 2010 Frankie’s Restaurant, Raleigh NC
Server
Provided dining service to families and children. Assisted and waited on large corporate and birthday parties. Demonstrated superb interpersonal skills and exceptional ability to adjust to all personalities. Explained to customers what the specials are for the day and what ingredients are in them. Expedited orders and delivered food to the correct table promptly. Handled cash and credit card slips until the end of the shift.
November 2009-March 2010 (contractor) ZC Sterling, Morrisville NC
Customer Service Representative
Answered inbound calls in support of customer needs. Conveyed in a reassuring
manner step by step instructions to resolve issues. Explained lender placed insurance and why the letter was recieved. Reviewed and updated account information and processes. Called agents to verify coverage information or used the carrier websites. Performed queries in multiple databases. Typed up notes based on all duties performed on each phone call.
June 2008-July 2009 (contractor) Genworth Financial, Raleigh NC
Document Specialist, Service Transfer Specialist
Prepped loan documents by removing staples, adding separators, making copies of checks and corresponding documents. Scanned documents into the PDF system and rotated pages in numerical order. Index the scanned documents by locating the loan number and making sure it matches the number already in the system. Keyed loan sales in the Citrix system. Transferred active mortgage accounts to a new lender by applying the commitment number to the loan number in the Mainframe system.
Education
Winston Salem State University, Winston Salem NC
B.S. in Business Admin/Mgmt August 2003-December 2007
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