BREA FRANCIS

NewRez – Houston, Tx | 06/2025 – Present

• Led a team of 6-8 customer service agents handling mortgage servicing inquiries, including payments, escrow, loss mitigation, and account maintenance, achieving compliance with servicing regulations
• Coached agents on call control and system navigation, reducing average handle time (AHT) while maintaining high QA/QC scores above 90%
• Developed and delivered PowerPoint escrow refresher training, improving team knowledge and accuracy, resulting in a reduction in errors and escalations
• Implemented call flow and process improvements, increasing operational efficiency and reducing repeat contacts
• Served as escalation point for complex customer issues, collaborating with collections, underwriting, and compliance teams to resolve cases within SLA timeframes

• Recognition Committee Member: Championed employee engagement initiatives, celebrated achievements, and strengthened team culture
• Process Improvement Initiatives: Identified workflow gaps and implemented solutions, improving productivity and reducing rework
• Training & Development: Designed supplemental learning materials and led refresher sessions for ongoing skill enhancement, increasing team proficiency scores

• Reviewed and analyzed financial statements, 1098 , and verified client information, ensuring accuracy and compliance with loan guidelines.
• Educated clients on various mortgage products, tailoring solutions to their individual needs and financial goals.
• Maintained a high level of client satisfaction, consistently exceeding customer service expectations.
• Proactively identified and resolved issues within loan applications, ensuring timely and accurate processing.
• Implemented a new loan origination system, resulting in a significant reduction in processing time and increased efficiency.
• Handling a high volume of calls, both inbound and outbound.
• Keep accurate records of loan applications and related documents.
• Proactively identify and resolve any initial issues or problems the customer might be experiencing.
• Welcoming and professional tone, introducing myself and the company.

• Open and maintain customer accounts by recording account information.
• Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Maintain financial accounts by processing customer adjustments.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods and tools.
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines, and policies.
• Go the extra mile to engage customers.
• Use telephones to reach out to customers and verify account information.
• Greet customers warmly and ascertain problem or reason for calling.
• Cancel or upgrade accounts.
• Take payment information and other pertinent information such as addresses and phone numbers.
• Place or cancel orders.
• Utilize computer technology to handle high call volumes.
• Customer service is being delivered.
• Close out or open call records.