contact center representative resume example with 9 years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
9+ years of work experience in the mortgage and loan field
Highly skilled in coordinating possession of properties
Proficient in utilizing Equator to track daily work activities
Hands-on experience processing eviction, assigning bankruptcy attorneys
Proficient in AS400, Equator, CLM TRAX
Skills
Guest services
Inventory control procedures
Merchandising expertise
Loss prevention
Cash register operations
Product promotions
Experience
02/2022 to 06/2022Contact Center RepresentativeSpokane Teachers Credit Union (Stcu) | Newport, WA,
Conduct in bound and outbound calls with consumers looking to compare rates and purchase insurance
Make outbound follow-up calls inquiring about purchasing experiences and record purchasing experience
Communicate with management weekly to discuss performances and process improvements.
01/2010 to 04/2017Asset Recovery AnalystFannie Mae | City, STATE,
Learned eviction laws of assigned states and ensured Fannie Mae adhere to the eviction laws within USFN (United States Foreclosure Network) timelines and guidelines of the states
Coordinated through TRAX, Equator, e-mails, and phone calls with eviction attorneys regarding eviction and bankruptcy statuses for properties being evicted
Coordinated with field agents to offer Cash for Keys to occupants in lieu of processing an eviction to get property vacant and to marketing status in a timely manner
Assigned Bankruptcy Attorneys to bankruptcy files and monitored for Motion for Relief or dismissal
Coordinated with Fannie Mae’s Rental team regarding tenant leasing rights
Monitored aged reports derived from SharePoint site on a monthly basis to ensure attorneys are maintaining recorded updates on eviction delays
Redemption Specialist
Monitored redemption queues daily for information sent by attorneys regarding right to possession dates, confirmation of sales, Order Approving Sales, Cash for Redemption, Affidavit of Abandonments, and shortenings
Worked with foreclosure attorneys and servicing banks to collect redemption funds from borrowers who wish to redeem their property
Processed disposals from Fannie Mae’s REO inventory once a property has been reinstated to the former owner
Coordinated with servicers regarding delays in issuance of affidavits and other issues that prohibit the company from taking possession of properties during the redemption process
Assisted the vendor management team with reviewing attorney invoices, approving attorney fees and cost and updating approvals in Equator for payment
Recorded performance issues of attorney firms on a monthly basis for scorecard discussions and training feedback
Instructed and provided feedback to attorneys with questions regarding Fannie Mae’s eviction procedures and rules
Coordinated with servicing banks on issues regarding REO datagram eliminations, foreclosure information, make whole amounts, Deed in Lieu, litigation issues and bankruptcy filings
Worked closely with Fannie Mae’s legal team on foreclosure and eviction issues that are escalated to litigation.
08/2008 to 01/2010Marketing/Eviction SpecialistBank Of America Home Loans | City, STATE,
VA Owned Properties
Initiated and oversaw the Eviction process of VA-REO properties within prescribed VA and state guidelines
Communicated with Eviction Attorneys on a daily basis gathering updates on evictions, hearing, and lockouts
Corresponded with agents on a daily basis to confirm occupancy status, cash for keys offers, property issues, and to ensure foreclosed properties are being properly vacated by former owners in accordance to state guidelines and Bank of America’s policy
Utilized Equator to perform daily work activities of tracking tasks of Agents, Attorneys, Appraisers, Title Curative technicians, Asset Managers and vendors that executes work orders on a particular property
Worked with agents to adhere to VA guidelines of ensuring that properties are safe, sanitary, and secure as they are passed to Asset Managers for market listing and sale
Worked with agents to make business decisions of minimizing the costly expense of ordering evictions of former mortgagors and personal property all while staying within the state guidelines where the property is located
Foreclosure Specialist II-Foreclosure Finance
Achieved the departmental daily goal of analyzing and processing 120 or more vendor invoices in CIWI, AS400, and Equator in a high volume environment
Communicated with Asset Managers in REO to ensure that proper notations and approvals of vendor services and charges are recorded in Equator so vendors are paid accordingly
Maintained a daily excel spreadsheet consisting of loan numbers, Asset Managers information, vendor services, and charges to be submitted to designated Vice Presidents for approval of disbursement on outstanding vendor services not paid prior to the Close of Escrow date (COE)
Completed and submit excel spreadsheet consisting of vendor information such as business name, address, and tax id numbers from w-9 form in CIWI, to have vendors set up in the Bank Of America AP Vendor database to ensure payments are disbursed accordingly
Processed payment denial letter to vendors specifying refusal of payments for their services performed at a managed property
Communicated progress to parents by sending graded work folders home each Friday.
Education and Training
Expected in 10/2021 to to Texas Notary | , , GPA:
Expected in 09/2021 to to | Texas Real, Association, , GPA: Licensed Realtor
Expected in 05/2005 to to Bachelor of Science | Business ManagementUniversity of Phoenix, , GPA:
Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.