Charlotte Kent
Philadelphia,PA
Summary
Over 35 years of customer service experience. Exceptional organization and time management skills. 25 years of banking experiences in GA, PA, and NJ. Excellent credit and under-writing competencies. Great Microsoft Word and Excel capabilities. SmartWeb, SmartFlow, META, FDR, EDS, and ERS computer skills. Detail-oriented with proven customer satisfaction. Strong ability to work in fast-paced environments. Capable of working well in a team or independently.
Overview
29
29
years of professional experience
Work History
Property Tax Specialist
Cenlar FSB (Mortgage sub servicer)
- Set up tax lines and contracts for escrow and non-escrow tax disbursements
- Requested missing legal descriptions from the imaging vender and clients
- Performed 60 loan-level reviews of tax refund checks and reconciled tax vendor's reports daily
- Reconciled the tax vendor's report to black knight report after disbursement of payment and reviewed tax refunds.
Escrow Specialist
Cenlar FSB (Mortgage sub servicer)
- Monitored all work performed through task, comments codes, or status report
- Identified trending issues and providing suggested process improvements and changes
- Determined root cause of 30-60 loans daily, and escalate reoccurring data quality issues with clients
- Responded to incoming emails and inquires daily from internal sources in a high-volume environment
- Inspected trends of interest for escrow and provided clients with reporting information
- Analyzed loans within RESPA guidelines for the state trails/finals/reports.
Customer Service Mortgage Representative
Cenlar FSB (Mortgage sub servicer)
- Assisted about 50 mortgagers across the country daily with escrow and taxes
- Collaborated with multiple county tax assessor offices to verify tax amounts
- Completed 30 hours of training for research analysis, escrow, and tax administration
- Worked with a team to implement a special acquisition with Citi Bank, a major corporate partner
- Performed approximately 5-15 hours of outbound calls each week to educate borrowers about loan management
- Administered account maintenance, including processing payments and updating profile information.
Loss Mitigation Specialist /Underwrite streamline FHA loans
Cenlar FSB (Mortgage sub servicer)
09.2015 - 11.2023
- Advised loan modification changes and terms of loan status with internal departments
- Offered workout alternative packages for hardships borrowers
- Maintained disaster tracking modification history processes for borrowers
- Verified 30-50 financial forms daily for qualifying eligibility approvals
- Updated current reviewed workout task completed and mailing modification notices.
Customer Service Loan Processor
Police and Fire Credit Union/Stivers
01.2015 - 08.2015
- Processed loan applications and viewed credit reporting for policemen, firemen, and other municipal employees
- Performed transactions between consumer accounts and recommended other services
- Maintained open communication with other PFCU branch locations
- Resolved customer disputes for misplaced funds in a timely manner.
Client Care Retail Counselor (Multi- Function group)
Nutrisystem Inc.
06.2008 - 07.2014
- Enrolled over 900 customers into the weight loss management program and provided nutritional guidance
- Tracked missing packages through various delivery services; utilized Excel spreadsheet for daily updates
- Processed payments and claims for damaged or lost client merchandise; assisted with the fraud prevention unit
- Helped manage a multi-million-dollar account for Schwan Frozen Foods.
Enrollment Specialist
Corsolutions/Matria
10.2005 - 11.2007
- Tracked all prior participant referrals and communicated with management on new enrollments
- Managed a clinical enrollment system, contacted patients to introduce health coverage, and assisted with medical claims
- Interacted with different providers to set up appointments for patients; helped clients locate pharmacies
- Researched and ensured the correct state eligibility status, while also updating the third-party information.
Senior Credit Analyst
Bank of America Credit Card Division
02.2001 - 08.2007
- Assessed credit bureau reports and analyzed data according to policy and procedure guidelines
- Processed over 1000 commercial client applications using tax returns, financial statements, and Dun & Bradstreet
- Reviewed application screenings and determined credit status for consumer and commercial clients
- Lending authority for credit line decisions for up to $25,000; serviced card holders with inquiries and account changes.
Customer Service Account Supervisor
GE Capital /Monogram Bank
05.1995 - 08.2000
- Called center support for inbound commercial and consumer credit card accounts
- Helped manage various projects for Fortune 500 companies
- Reviewed credit reporting agencies lending power for card line increases for up to $35,000
- Processed applications, monitored documentation of accounts, tracked calls, and disputed claims for fraud.
Education
Skills
- Legal Research
- Property valuation
- Real estate knowledge
- Audit Support
Accomplishments
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved [Issue] which led to [Results].
- Collaborated with team of [Number] in the development of [Project name].
- Achieved [Result] through effectively helping with [Task].
swimming and modern dance
I've been swimming for a long time. I started by going to the YMCA and later join the gym. I am now a member of the Salvation Army also know as the kroc Center. I attend dance class for beginners it's fun and makes me feel good also at The Kroc Center.
Timeline
Loss Mitigation Specialist /Underwrite streamline FHA loans
Cenlar FSB (Mortgage sub servicer)
09.2015 - 11.2023
Customer Service Loan Processor
Police and Fire Credit Union/Stivers
01.2015 - 08.2015
Client Care Retail Counselor (Multi- Function group)
Nutrisystem Inc.
06.2008 - 07.2014
Enrollment Specialist
Corsolutions/Matria
10.2005 - 11.2007
Senior Credit Analyst
Bank of America Credit Card Division
02.2001 - 08.2007
Customer Service Account Supervisor
GE Capital /Monogram Bank
05.1995 - 08.2000
Property Tax Specialist
Cenlar FSB (Mortgage sub servicer)
Escrow Specialist
Cenlar FSB (Mortgage sub servicer)
Customer Service Mortgage Representative
Cenlar FSB (Mortgage sub servicer)
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