BRET A. DAY
Glendora,CA
Summary
Results-driven professional with a proven track record in building and maintaining fruitful customer relationships. Skilled in mediating client requirements and organizational interests to promote mutually beneficial deals. Focused communicator excelling at fostering favorable service applications to maximize customer interest and satisfaction.
Overview
24
24
years of professional experience
Work History
Sr. HRD Escrow Representative
Carrington Mortgage Services, Inc.
02.2013 - 09.2023
- Verify approximately 40-50 via web searches and/or phone calls to obtain annual real estate taxes, flood and/hazard insurance
- Input figures into Excel spreadsheet accordingly to run escrow analysis
- Assist various departments regarding escalated analysis requests
- Review Request for Mortgage Assistance (RMA) forms
- Determine monthly mortgage escrow payment(s) for FHA, VA, USDA & other various mortgage loans
- Notate lender system(s) with real estate tax, flood/hazard insurance information
- Adhere to and supersede department quota as well as company guidelines
- Submit escrow figures to underwriters for final approval on Requests for Mortgage Assistance (RMA).
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Collected, arranged, and input information into database system.
Supervisor –Tax Search/Customer Liaison Officer
Lender Processing Services, Inc.
01.2007 - 01.2013
- Research property tax information: Tax sale and/or lien information (including municipal liens)
- Tax refunds/overpayments
- Tax payment information
- Delinquent taxes
- Contact county assessors to verify: Exemption information
- Property values
- Estimated yearly taxes
- Update escrow and non-escrow tax line(s)
- Verify parcel(s) based on assessor information and legal descriptions (metes/bounds)
- Request tax payments
- Process/research requests from various departments (REO, Foreclosure, customer service, etc.) regarding liens, public utilities, etc
- Escrow analysis
- Process letters to homeowners regarding requested and completed research
- Handle escalated requests from multiple lenders and other various departments
- Process claims where payments were applied to incorrect parcels/properties
- Load and assign work to various tax processors for tax research
- Liaison for Carrington Mortgage Services, Inc (CMS)
- Research inquires via email and phone calls from Carrington Mortgage
- Provide tax service fee quotes to potential clients, title companies and/or existing clients
- Assist with inbound call from clients, lenders & account managers
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
Customer Service/Collections Representative
AMC Mortgage Services, Inc.
11.2005 - 01.2007
- Verify loan terms with new borrower(s) (i.e
- Payment amounts, interest rate, type of loan, etc.)
- Provide the highest quality customer service
- Inform new and existing borrower(s) of payment options
- Appropriately handle & escalate any loan origination issues
- Skip tracing
- Adhere to and maintain company & department standards
- Update property contact & property information
- Mortgage collections ranging from 30-120+ days
- Contact borrowers in default (establish re-payment plans, request payment(s), verify reason for default, etc.)
- Adhere to FDCPA guidelines.
- Streamlined collections processes for improved efficiency and faster debt recovery.
- Managed high-volume call center environment, handling inbound and outbound calls professionally and efficiently.
- Recognized as a top performer in the department due to exceptional results in both individual contributions and teamwork initiatives.
- Increased customer satisfaction by promptly addressing and resolving account issues.
Customer Service Representative
Cingular Wireless/AT&T Wireless
11.2003 - 11.2005
- Receive inbound calls from 50-60 customer(s) daily
- Report network outages
- Answer customer concerns regarding all billing matters
- Adhere to & maintain company/department standards
- Assist in escalation calls from various departments, as well as customers
- Activate new devices
- Educate customers on calling plans (roaming areas, mobile to mobile, minutes, etc.)
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Manager
In-N-Out Burger
10.1999 - 10.2003
- Oversee up to 15 associates during shifts (day & night shifts)
- Set and maintain labor percentages
- Provide the highest quality foods and services
- Write up disciplinary reports/forms when applicable
- Account for large quantities of money
- Set & assign break/lunch schedules
- Inventory control
- Monitor sales of goods
- Maintain cleanliness & sanitary conditions for customers and employees.
- Cross-trained existing employees to maximize team agility and performance.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Education
Diploma in General Studies -
Pomona High School
Pomona, CA06.2000
Bachelor’s degree: Business Finance -
California State University of Fullerton
Fullerton, CA07.2004
Skills
- Ability to multitask
- Knowledgeable in Microsoft Office, Word, Excel & Outlook
- Very adaptive to growing & changing environments
- Very strong 10 key
- 75-80 wpm (type) / 50-55 wpm (written)
- Problem-Solving
- Ability to take accurate phone calls and deliver messages promptly
- Very strong communicational skills both oral & written
- Strong negotiation skills
- Goal oriented
- Goal-oriented mindset
- Customer Relations
- Performance Improvement
- Attention to Detail
- Data entry proficiency
- Records Management
Timeline
Sr. HRD Escrow Representative
Carrington Mortgage Services, Inc.
02.2013 - 09.2023
Supervisor –Tax Search/Customer Liaison Officer
Lender Processing Services, Inc.
01.2007 - 01.2013
Customer Service/Collections Representative
AMC Mortgage Services, Inc.
11.2005 - 01.2007
Customer Service Representative
Cingular Wireless/AT&T Wireless
11.2003 - 11.2005
Manager
In-N-Out Burger
10.1999 - 10.2003
Diploma in General Studies -
Pomona High School
Bachelor’s degree: Business Finance -
California State University of Fullerton
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