customer resolution specialist adjustment processor resume example with 20+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
Employee of HSBC CML for 22-years. Customer Resolution Specialist who maintains high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Thorough knowledge of Mortgage loan products, service operations and systems with extensive dealings with laws, regulations and regulatory agencies.
  • Exceptional customer service
  • Service solutions expert
  • Dedicated to process improvement
  • Conflict resolution proficiency
  • Reliable
  • Team player
  • Risk management evaluation background
  • Devoted to data integrity
  • Strong problem solving ability
  • Negotiation competency
  • Proficient with Microsoft Office Suite
  • Training manual contributor
  • Troubleshooting skills​
  • Strong work ethic
01/1995 to 04/2017
Customer Resolution Specialist/Adjustment Specialist Fairway Independent Mortgage Atlanta, GA,
  • Completed research on matters of a sensitive nature including claims of Fair Lending Violations, Unfair Deceptive and Abusive Acts and Practices (UDAAP) and violations of Real Estate Settlement Procedures Act (Regulation X) and Truth in Lending Act (Regulation Z)                             
  • Able to identify compliance risk and trends that may result in negative exposure as well as eliminate fines to the company. Effectively communicate with internal/external business partners that includes Compliance, Legal and Senior Management, to resolve customer complaints by providing effective and appropriate solutions to customers.   
  • Process and/or fulfill very detail and complex transactions, perform audits/reconciliations activities and/or other activities in accordance with established priorities and deadlines on a timely, accurate and efficient basis.
08/2001 to 09/2005
Bankruptcy Specialist/Adjustment Specialist Bmo Waterford, WI,
  • Prepared bankruptcy documents according to company and compliance standards.
  • Identified inefficiencies and made recommendations for process improvements.
  • Relief Manager assignment over Bankruptcy Department.
  • Processed and/or filled transactions. 
  • Performed monthly employee audits to ensure compliance and operational risk controls were in accordance with HSBC policies and regulatory standards.
  • Responsible for delegating monitoring and approving payroll, completing employee evaluations in Manager's absence.
02/2001 to 07/2001
Wholesale Underwriter City Of Friendswood Friendswood, TX,
  • Analyzed the risk of customers' loss history and credit history to determine the intake of new business. Used underwriting module software, rate methodology, modeling and valuation tools.
06/1999 to 03/2001
Payoff Specialist Pacific Dental Services Novato, CA,
  • Process and reviewed payoff documents in accordance with company standards.
  • Completed data entry to update customer information.   
  • Researched and resolved billing issues.
01/1997 to 06/1999
Records Specialist HSBC Mortgage Services City, STATE,
  • Processed Mortgage release documents in accordance with state and company standards.
  • Identified and resolved system and account issues.
01/1995 to 1997
Customer Service Specialist HFC/Beneficial City, STATE,
  • Addressed customer service inquiries in a timely and accurate fashion.
  • Researched and handle customer request (Billing, payment inquires, payoff request etc.).
Professional Development
Expected in
: Business Adminstration
Robert Morris College - Chicago, IL
General Studies taken
Expected in
- ,
High school diploma 

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Resume Overview

School Attended

  • Robert Morris College

Job Titles Held:

  • Customer Resolution Specialist/Adjustment Specialist
  • Bankruptcy Specialist/Adjustment Specialist
  • Wholesale Underwriter
  • Payoff Specialist
  • Records Specialist
  • Customer Service Specialist


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