Customer Service Professional with 30 years of progressive and diversified experience. I work closely with clients, agents and upper management, with proven ability to develop exceptional rapport as well with colleagues, working well independently, and in team-oriented environments, relying upon strong interpersonal, leadership, and problem-solving skills.
Areas of Strength & Expertise
28 years Superior Customer Service and Complaint Resolutions
Good organization skills
Demonstrated interpersonal skills
Ability to adapt to shifting priorities
Strong telephone usage and aptitude skills
1 year Mortgage background in closing
3 years Insurance experience (Life Insurance)
8 years sales and Banking experience
5 years REO experience
Knowledge of title/ownership documents
HOMESTEAD TITLE AND ESCROW 2017-2018
ESCROW PROCESSOR (NOVEMBER 2017-DECEMBER 2018) Worked with lenders, loan officers and attorneys to acquire proper documents to clear title in addition to working as receptionist. prepared closing rooms, greeted clients, answered phones, made daily bank deposits. Took earnest money and issued receipts, order entry of new contracts, prepared statement of authorities, closing protection letters, processed indemnifications, ordered payoffs, processed lender request and cleared judgements.
MORTGAGE LOAN CLOSING COORDINATOR (OCTOBER 2016 TO OCTOBER 2017) Monitor closing e-mail with new loans for closing. Prepare loan by reviewing items that is necessary for the loan to move to closer. expiration on document, flood determination and rate. review of hazard and flood insurance if applicable. pulled gl account to validate fees are correct. complete basic checklist before pushing loan to loan to closers. maintain closing log spreadsheet. review loans that will expire to meet service level agreement. review title commitments and closing protection letters. worked with closers on time off and red-distribute workload. maintain capacity for closer and determine availability or if needed to push loans to outside areas. receive and review funding documents and approve funding. ensure compliance with federal, state, regulatory, investors, and internal polices and guidelines in regard to the mortgage loan closing process.
Measurement Analyst (February 2014 to October 2016) Assist with compiling, editing and balancing monthly volumetric data into various software applications which generate usable documents within shared databases. perform pre-close and closing procedures within established deadlines utilizing standard check-lists. validate preliminary and or closed data for accuracy and completeness for transmittal to various internal and external sources. perform basic meter station set ups and maintenance (disconnects, reconnects, etc.), acquiring and apply knowledge of various meter types and data import configurations along with system settlement requirements. work closely with senior personnel to determine appropriate balance placement of new meters and gathering system changes utilizing knowledge of field operations and gas system knowledge. Acquire and apply knowledge of flow equations and sources of measurement error to prioritize work edits for corrective action.
Wingspan Portfolio Advisors 2013
Default Specialist (May 2013 to February 2014)
Collateral review- Jacksonville FL, Orange County CA and St. Louis MO Respond to internal and external customers’ needs in a timely, accurate and professional manner. Monitor and manage the entire foreclosure process to ensure applicable deadlines and documentation requirements are met by 3rd party providers. review all loans referred for foreclosure action to verify accuracy of delinquency letters sent and legal documents provided. review inspections, payment histories, AVMs and BPOs. Prepare all applicable documents. Understands state timelines, applicable laws. Communicate with internal groups on the progress of foreclosures.
Stewart Lender Services/PMH Financial … Denver, CO 2008 to 2013
HOA Manger (February 2013 to May 2013) Locate Home Owner Associations, contact and negotiate outstanding balances. Setup monthly payments to keep current and in good standing.
NUBO Manager (December 2012 to February 2013) Work with bottom up contacts for those in pre-foreclosure. Educate them on alternative to FC with short sale or Deed In Lieu of FC. Obtain documentation and contact Mortgage Company to options of either program. Work with local and agent to list home.
Asset/Evictions/Redemption COORDINATOR REO
Chase/Fannie Mae/HLS- (July 2008 to December 2012) Assist three Asset Managers in marketing and disposition of REO properties. Setup task notifications for Agents to re-key, securing, winterization and trash/debris and removal of property. Order title, appraisal detailed Brokers Price Opinion with pictures. Setup task for payment of utilities, monitor open task queues, assets in Redemption/Confirmation. Daily contact with agents to resolve problems and get property ready for market plans. Assignment of Agents to properties. Eviction process and offering Cash for Keys for tenant/owner occupied properties.
Alliance Data 2005 to 2008
Customer Service REPRESENTATIVE (January 2005- July 2008) Receive in-bound calls from customers on a variety of accounts. Assist these customers by answering questions, updating information, resolving issues and handling disputes. Perceive, distinguish and empathize with emotions over the telephone.
Arbor Day Foundation 2003 to 2004
Customer Service REPRESENTATIVE (2003- March 2004) Provide excellent customer service in-bound call center both verbally and written. Process correspondences and follow up on compliant resolutions.
Lincoln Benefit Life 1999 to 2002
Customer Service REPRESENTATIVE (September 1999 - July 2002) Resolve inquiries regarding routine and complex insurance issues. Explain features of policies, current status and options available through telephone discussions and written correspondence. Process policy changes including loans and illustrations for in force policies.
Wellsfargo bank/Norwest bank 1998 to 1999
(February 1998 – august 1999)
Us Bank/Firstier bank 1991 to 1997
(February 1991 – December 1997)
Personal Banker-Diversity Increase customer base with in-depth knowledge of banking products. Opened new accounts, certificates of deposit, loans, purchase money for homes. Served as Diversity Ambassador presenting modules on difference between different backgrounds, and how we can benefit from those.
Gering High School, Gering NE 1984
Denver college of massage, Westminster CO 2004-2005
Arvada, CO • ------------ • ------------
28 years Superior Customer Service, Self-Sufficent/Self-Starting, Good organization skills