Mortgage Servicing Document Release Processor II Resume Example MB Financial Bank

MORTGAGE SERVICING DOCUMENT RELEASE PROCESSOR II

Professional Summary

Highly enthusiastic customer service professional with 10 years client interface experience. Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Self-motivated with exceptional communication and computer capabilities. Patient and empathetic customer service professional with extensive background in conflict resolution and customer care. Desires Customer Service Management role. Skills l MS Windows proficient l Persuasive speaker l Quick learner l Customer service award l Exceptional communication skills l Completed telephone training seminar l Creative problem solver l Verbal communication skills l Highly Dependable l Team leadership skills l Skilled in call center operations l PowerPoint knowledge l Multi-line phone operation proficiency l Issue resolution l Adheres to customer service procedures l Well organized l Computer proficient Core Strengths Active listening skills Telephone inquiries specialist Sharp problem solver Customer service expert Strong organizational skills Adaptive team player Accomplishments Customer Service Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts. Database Maintenance Assisted in the managing of the company database and verified, edited and modified members' information. Customer Assistance Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

Skill Highlights

Accounting, Call Center, Clientele,
Customer Service, Databases,
Documentation, Email,
Filing, Finance, Invoicing, Mail, Office,
Pricing, Receiving, Recording,
Reporting, Safety,
Shipping, Statistics, Telephone Skills,
Careful and Active Listener, Multi-
tasking, Microsoft
Excel, Microsoft PowerPoint, Microsoft
Word, Organizational Skills,
Spreadsheets, Lotus
Notes, Microsoft Outlook,Professional
and friendly, Creative Problem Solving,
Critical
Thinking.

Work Experience

Mortgage Servicing Document Release Processor II May 2015 to Current
MB Financial Bank － Wilmington, Ohio

Handles payoff quoting, faxing, mailing, and retention for all loan types, on all servicing systems.
Disburses recording checks for Mortgage loans and mails them to the County Recorder.
Supports external and internal customers in a timely manner. Demonstrates excellent customer service skills both in person and phone. Answers phone within 3 rings and returns calls or responds to request and/or questions within 24 hour turn around.
Complies with MB Financial procedures and follows regulatory, operational, and security guidelines
Pulls legal files when release is returned from Recorder and mails release to borrower with appropriate letter.
Becomes familiar with and/or cross-trains in different aspects of fellow team members' duties.
Mails escrow refunds.

Customer Service RepresentativeNov 2011 to Mar 2015
PNC Mortgage － Miamisburg, Ohio

Managed quality communication, customer support and product representation for each client.
Faxed paperwork, answered multi-line phone system of 5 lines, mailed out documents, did spread sheets of customers escrow, sent explanation letters of customer accounts, did task through Fidelity system, OCIE, Venture express, and View2.
Guaranteed positive customer experiences and resolved all customer complaints.
Cross-trained and provided back-up for other customer service representatives when needed.
l Answered an average of 60 calls per day by addressing customer inquiries, solving problems and providing information.
l Provided an elevated customer experience to generate a loyal clientele.
l Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.
l Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
l Directed calls to appropriate individuals and departments.
l Answered inquires regarding escrow accounts about customers mortgage.
l Received and faxed documentation in regards to customer accounts.
l Mailed out documentation to customers in regards to there mortgage.
l Monitored customer accounts, followed up with customers once there accounts has been updated an all errors were fixed.
l Effectively managed a high-volume of inbound and outbound customer calls.
l Answered a constant flow of customer calls with up to 50 calls in queue per minute.
l Defused volatile customer situations calmly and courteously.
l Gathered and verified all required customer information for tracking purposes.
l Addressed and resolved customer product complaints empathetically and professionally.
l Accurately documented, researched and resolved customer service issues.
l Acted professionally and patiently when addressing negative customer feedback.
l Met or exceeded service and quality standards every review period.

LaborerAug 2009 to Jul 2011
Aramark Uniform Services － Dayton, Ohio

l Received, stored and shipped goods and materials.
l Hung (1750) garments on an moving line daily.
l Sorted cargo before loading and unloading.
l Tagged all inbound merchandise with receiving date.
l Stacked and transported all overstock to storage areas.
l Reported all equipment failures and malfunctions to supervisor.
l Cleaned and maintained the warehouse in compliance with OSHA safety standards.
l Tracked time spent on assignments each day for productivity reporting.
l Stocked, staged and transported goods.
l Picked up incoming stock and delivered materials to designated locations.
l Swept floors and stored equipment at the end of each shift.

Customer Service RepresentativeApr 2007 to Feb 2009
Telepreformance USA － Fairborn, Ohio

l Effectively managed a high-volume of inbound and outbound customer calls.
l Addressed and resolved customer product complaints empathetically and professionally.
l Gathered and verified all required customer information for tracking purposes.
l Defused volatile customer situations calmly and courteously.
l Accurately documented, researched and resolved customer service issues.
l Mastery of customer service management systems and databases.
l Evaluated consumer reports on a monthly basis.
l Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
l Resolved service, pricing and technical problems for customers by asking clear and specific questions.
l Managed high call volume with tact and professionalism.
l Acted professionally and patiently when addressing negative customer feedback.

Clerical AssistantJan 2005 to Feb 2007
Dupont Electronic Polymers － Dayton, Ohio

l Filed paperwork and organized computer-based information.
l Maintained appropriate filing of personal and professional documentation.
l Answered a high volume of phone calls and email inquiries.
l Led staff and vendors in providing a high level of service for owner and guests.
l Managed and reviewed filing and office systems.
l Sourced and ordered office equipment and supplies.
l Screened personal and business calls and directed them to the appropriate party.
l Compiled company information and related material and distributed it to candidates.
l Opened and properly distributed incoming mail.
l Answered and managed incoming and outgoing calls while recording accurate messages.

Education and Training

High School Diploma2004Colonel White High School － Dayton, Oh

General

Skills

Accounting, back-up, Call Center, Creative Problem Solving, Critical Thinking, Critical Thinking, addressing customer concerns, Clientele, client, Customer Service, customer support, Databases, Database, Documentation, Email, fast, Filing, Finance, Invoicing, letters, Lotus Notes, Lotus Notes, managing, materials, Microsoft Excel, Microsoft Excel, Mail, Office, Microsoft Outlook, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Microsoft Word, Multi- tasking, Multi-tasking, office equipment, Organizational Skills, phone system, Pricing, quality, express, Receiving, Recording, reporting, Safety, Shipping, Spreadsheets, spread sheets, Statistics, supervisor, phone, Telephone Skills, View2

Resume Overview

Companies Worked For:

MB Financial Bank
PNC Mortgage
Aramark Uniform Services
Telepreformance USA
Dupont Electronic Polymers

School Attended

Colonel White High School

Job Titles Held:

Mortgage Servicing Document Release Processor II
Customer Service Representative
Laborer
Clerical Assistant

Degrees

High School Diploma 2004

Mortgage Servicing Document Release Processor II Resume Example

Resume Score: 90%

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