Management position allowing for parlay of demonstrated organization, customer service, communication, and project management skills proven by nine years of success within the call center and mortgage industry. Motivated, personable business professional with college degree. Over twelve years experience working in a fast paced environment. Talent for quickly mastering technology. Diplomatic and tactful with professionals and non-professionals at all levels. Accustomed to handling sensitive and difficult situations. Flexible and versatile able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team-building skills.
Created and implemented new process for assistance for customers with questions and concerned regarding tax forms and filing. Ensured prompt response for both internal and external.
Subject Matter Expert for both CitiMortgage and CitiFinancial regarding 1099a forms issued to foreclosed properties, current and previous years. Key internal audit member (subject matter expert) for 1099 annual reviews of over 3000 accounts to ensure 100% compliance with government regulations and guidelines. Initiated and created training guidelines for the creation and editing of vital tax documents for current and new staff. Produced & managed foreclosure bids to acquire properties foreclosed by Citi or other lenders, avoiding losses for Citi interests. COMMUNICATION: Facilitated training for local and off-shore (Team of 45 India representatives) via conference calls for continuation training. Verified vital information with attorneys and their staff to ensure submitted bids and funding followed strict government regulations and guidelines. Authored professional correspondence to customers and vendors. Fluent in Spanish. Remodeled process and procedure for 1099a customer assistance line, implementing training for all team members and new hires for one call resolution. Provide unreserved assistance to callers regarding issues with accounts until resolved. Network with several departments within mortgage, including bankruptcy, foreclosure and litigation. Collaborate with all levels, corporate wide, to provide assistance and rectify issues set forth by both internal and external customers. Primary operation of Customer Contact foreclosure tax forms. Inbound calls from fellow phone agents to assist with questions. Handled escalation calls, assisting customers and internal clients as needed. Assisted in training current and new hire representatives for phone assistance. Assisted in developing the first contact list and building interdepartmental relations within CitiMortgage and CitiBank to improve customer experience.
Provided excellent service to both internal and external customers with exceptional verbal and written communication. Manage a large volume of inbound Trustee/Attorney/Customer calls to attain resolution. Achieved quality/productivity standards set forth by the department. Solid use of accounting principals. Interpreted payment history and explain loan information. Obtained payoff requests as needed and complete as required according to policy. Monitored high profile portfolios of Active Bankruptcy accounts to ensure compliance with Bankruptcy law. Achieved quality/productivity standards set forth by the department. Utilized effective communication skills to respond to telephone calls and written requests from internal and external customers (i.e. Customers, Attorneys, Trustees). Established business relationships with internal counsel and influence attorneys to achieve required timelines and achieve necessary resolutions. Confirmed proper posting of payments during the Bankruptcy from customer and trustees. Interpreted Mortgage Documents as it relates to resolution and loan status. Examined Broker Price Opinion's and Appraisals to determine equity position.Identified and correct account exceptions within the portfolio by utilizing report features. Reviewed incoming mail/faxed documents daily to determine case status and conduct any necessary follow-up action. Audited accounts for errors and inaccuracies, ability to correct and update status of the accounts accordingly. Completed additional special projects as assigned by management.
Assisted client with balances, payment, credit line increases. Educated clients regarding terms and conditions for their accounts. Provided client information to vendor to expedite transactions.
Resolved complex customer inquiries and supervisor escalated issues. Proactively reviewed each account to offer value added products and services while adhering to strict telesales laws and regulations. Diffused tense customer interactions; manages conflict, and the ability to build rapport with customers. Makes decisions based on past practice/precedence when resolving complex servicing issues. Worked under little to no direct supervision. Support an expansive and/or diverse array of products/services. Applied working knowledge of technical and professional principles and concepts and in depth knowledge of team objectives; and, impacts the business by ensuring the quality of the tasks or services provided. Assigned duties contribute to the work of the team/unit and how the units coordinate their efforts and resources to achieve the objectives of the function.
Primary point of contact for premium AA clients using specialized software to manage their accounts. Incident management for user queries, requests for information, application issues and technical problems. Demonstrable experience in a support environment. Excellent communication skills – verbal and written. Able to clarify problems to others. Worked both alone and as part of a team. Resilient, calm and focused when under pressure. Proactive problem solving, using judgment, making decisions to resolve customer concerns
clients, customer assistance, editing, forms, government, litigation, network, Fluent in Spanish, tax, phones, Microsoft Office,
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