Customer Service Agent Resume New Jersey NJ - Hire IT People

QUALIFICATIONS
Seven years of mortgage servicing experience, three years of mortgage foreclosure experience, four years of mortgage default experience (up to 60 days delinquent), customer service skills, problem solving skills, organizational skills, leadership skills, communication skills, administrative skills, computer skills, decision making skills, interpersonal skill, and time management skills. Also nine years experience in a high call volume environment, proficient in Microsoft applications (Outlook, Word, Excel, and PowerPoint). Knowledgeable in following applications: AS400 (i-series), Homesaver/Hombase, Equator, Accer and LPS.

EMPLOYMENT
8/09- Foreclosure Specialist Lead, Confidential
Monitor foreclosure loans from inception to sale ensuring that the foreclosure action on each individual account is completed in a timely manner in accordance to investor/insurer, state, and regulatory guidelines while minimizing financial losses to the company. Conduct random loan audits and reviews of lower level associate to ensure their work is accurate and consistent based on current policy and procedures. Provide feedback and on the job coaching/ training to lower level associates. Work with legal counsel to research and address complex foreclosure issues. Provide back up support and assistance to Team Manager. Participate in special projects requiring mortgage servicing subject matter expertise.

9/08- 8/09 Short Sale/ Loss Mitigation Associate, Confidential
Answer inbound calls from homeowners/realtors with questions relating to short sale requests. Explain the various stages of the short sale process and time frames. Make outbound call to homeowners/realtors, with aged short sale issues, in order to proceed with they’re request. Discuss documents required for short sale review. Request and upload missing short sale documents to the loss mitigation workout database. Provide status and advise the next step in the short sale process. Advise if short sale request is approved/ declined. Forward escalated short sale issues to team leaders or negotiators when necessary.

7/05- 8/09 Customer Service Agent, Confidential
Research and resolve customer complaints and address any inconsistencies regarding mortgage accounts in a high-volume call center; discuss and explain mortgage loan terms and loan documents; initiate call back campaigns to alert customers to account discrepancies and other related issues; maintain departmental quality and productivity standards; cross-refer a variety of Countrywide products and services; verify and update escrow line items (i.e. tax and insurance impounds); find solutions for customers who are encountering temporary financial difficulties by identifying reasons for default and establishing promises to pay; collect mortgage payments, outstanding fees and corporate advances; performing other work-related duties including customer service email and written correspondence. Process data entry overflow for back office departments. Provide assistance to Countrywide Banking division by answering account holder’s questions and resolving issues pertaining to their deposit accounts.

8/02- 7/05 Customer Service Agent, Confidential
Assisted inbound customers with general credit card account inquiries in a high volume call center, performed account maintenance, transferred calls to proper dept., resolved account issues, assisted customer in understanding account terms and conditions, offered and processed inbound balance transfers, de-escalated calls, voluntarily assisted correspondence department with work overflow by prepping work for scanning and processing paper work, and voluntarily assisted fulfillment department with data entry.

10/00-8/02 Acquisitions Representative, Confidential
Processed applications over phone, explain terms and conditions, performed account maintenance, advised status of applications, and performed security verification.

We provide IT Staff Augmentation Services!

Customer Service Agent Resume

New Jersey, NJ

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship