To obtain a position with challenges, and responsibilities in a field of business management, sales and marketing, customer service, or a related area where my education and experiences can be utilized to a full advantage. Meets/Exceeds goals Exceptional oral and written communication skills Detail-oriented, motivated, Self-starter, and functions well in a team environment Two years of experience in call center environment Seven years of customer service experience; quality assurance, mortgage insurance, risk management, compliance, and simular experiences Two years of advocate experience Three years of cashier and customer interaction, monitorial experience Receptionist experience: Filing, phone operatives, reports, billing, schedules
Bank of AmericaJanuary 2012 to CurrentMortgage Specialist III Fort Worth, TX
Private Mortgage Insurance (PMI) Identify, research, and analyze mortgage insurance refund checks for accurate posting; and coordinates with other departments to ensre funds are posted in a timely manner Lead all aspects of the MI resolution processes for all PMI mortgage portfolios, including customer modification submission, disclosure research, and refund processing Partner with vendors and investors to ensure all dates, amounts, and customer information are correct and supported Process claims and recsission funds Review mortgage insurance company requests to reinstate borrower certificate, or disburse monthly mortgage insurance payments via monthly billing process Developes strong working relationships with investors, servicers, sales partners, and employees whom undergo in different departments Fulfills imaged request via CIWI/HLMS sharepoint to review and research customer correspondance regarding Private Mortgage Insurance deletion of loan accurately, following RESPA guidelines Ensures to meet department standards for processing time and accuracy as well as to comply with company guidelines, policies and procedures Utilize company database to retrieve needed information, and to complete weekly/montly reports Performs quality control when assigned by management.
Prioritizes with management on training, coaching, and development; discusses audit criteria, quality control and producitivy Working knowledge of Fannie Mae, Freddie Mac, Ginnie Mae and Department of Justice policies Builds infastructure with team to create policies and procedures, process flows; analyzes and impliments process improvements Obtain phone calls to and from clients and internal team members, and complete daily loan level maitanance Achieves reconition for customer interaction and quality/productivity scores for commitment to the company Iniciates disclosure correspondance and research, regarding customer dispute of signed Title or Closing Disclosure document.
Bank of AmericaJanuary 2010 to January 2012Amon Carter Fort Worth, TX
Mortgage Servicer II- Collections, Customer Service, Advocacy Average 40 hours weekly and overtime when offered Focus on customer service and practical customer interactions in call center Acquired the skills for customer service and management positioning substantial knowledge of responding to a high-volume of phone calls and workflow In-depth knowledge of handing payment arragements for customers and contacting about deliquent payments and preparing reports reflecting lass of credit and collection actvity Identified, initiated, and facilitated resolution of customer issues; answered inquiries about account status; and resolved via modification, repayment plan, or discussing financial plan to eliminate debt.
Persuaded multiple customers to initiate savings, checking, or credit card accounts Maintained inbound/outbound calls, and accurately documented the outcome of the call record Advocate for profit/non-profit agencies, and law firms; worked directly with Housing and Urban Development Consulted with customer regarding hosted outreach events in their area, or directed to a customer assistance center for debt consolidation Certified and served as an underwriter resource; responsible for analyzing and approving homeowners qualifications for loan assistance such as Making Home Affordable Experienced in Fraud detection, with demonstrated ability to identify red flags or interpertation Petsmart Fort Worth, TX - Arlington.
January 2008 to January 2010
Average 36-40 hours weekly and overtime when offered Lead supervisor in new employee training Interviewed clients to determine potential employment Lead cashier, money tilt monitor, inventory management and supervision Aided in customer service assistance via pet training courses, and credit applications Provided aid in grooming department, advertisment, and adoption programs Certified in grooming and pet training Managed aqautics and reptiles acquired the skills to operate pallet jack, forklift, and maintained warehouse operation training Maintained calls per customers feedback, scheduling appointments, and inventory request.
EBW TechnologyJanuary 2007 to January 2008Dallas, TX
Averaged 28-32 hours weekly and overtime when offered Obtained Inbound and outbound calls from clients Purchased items for company inventory, screened and provided comany badge to visitors and employees entering building Aided in weekly gross income calculations, illustrating company growth Serviced in secretarial and supervisor operations: book keeping, scheduling meetings and management travel Created proposals, presentations for management, mail processing, ect.
Education and Training
Desert View High SchoolMay 2007DiplomaTucson, AZGPA: 3.0