Christina Crenshaw
Dallas,Texas
Overview
12
12
years of professional experience
Work History
Home Retention Specialist
PennyMac Financial Services
05.2023 - Current
- Receive inbound calls thorough a queue to assist customers with inquiries regarding their package, outstanding conditions, status on their review, trial plan, post modification or general loan servicing questions
- Conduct outbound call campaigns to secure commitments for outstanding packages, missing conditions, payments and respond to customer inquiries
- Manage email and fax communications from customers and authorized third parties to ensure items are acknowledged and addressed in a timely manner
- Update customer financial information to initiate foreclosure alternative programs, provide results and next steps based off the recommendation received
- Participate in specialized campaigns to support loss mitigation initiatives and investor, state or company specific focuses
- Perform other related duties as required and assigned
- Demonstrate behaviors which are aligned with the organization's desired culture and values
Residential Appraisal Coordinator
First Financial Bank
03.2022 - 01.2023
- Engaged bank approved appraisers and environmental firms to foster external relationships.
- Resolved customer complaints or answered customers' questions.
- Selecting the appropriate appraiser for the assignment and forwarding the appraisal engagement to the appraiser
- Receiving appraisal requests from account officers or support staff
- Monitoring the performance of the appraiser to ensure timely completion of the assignment
- Reviewing completed appraisal reports to evaluate their reliability and compliance with regulatory requirements
- Maintaining a database of property information to support the production of reliable internal property evaluations
Appraisal Coordinator-BDL Product Support
PennyMac
05.2021 - 03.2022
- Monitor and respond to emails inquiries and current customer request
- Assist Brokers and loan teams with appraisal issues and question
- Assist Brokers with ordering appraisals and upload Purchase contract to Closing Corp
- Verify appraisal order status along with editing and or canceling appraisal orders
- Download daily reports and update Google track sheets
Appraisal Coordinator
MyAMC
11.2019 - 05.2021
- Responsible for order assignment and coordinating between appraisers and lenders.
- Maintain all appraisers profiles with current licenses and Error & Omissions policy
- Manage large volumes of calls and incoming emails
- Assign appraisal order to appraisers for acceptance
- Update appraiser fees and assist with scheduling inspection
- Review Purchase and upload Purchase contracts
Customer Service Representative
Countrywide Mortgage
02.2014 - 11.2019
- Answered a required 75 to 100 incoming customer service calls daily
- Provide customers with information requested through verbal or written email correspondence
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Handled hazard and flood insurance issues and disbursements
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Developed strong customer relationships to encourage repeat business.
- Answered inbound calls, chats and emails to facilitate customer service.
- Improved customer service wait times to mitigate complaints.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Education
High School Diploma -
David W Carter
Dallas, TX05-1999
Skills
- Bankruptcy procedures
- Foreclosure prevention
- Loss mitigation
- Loan modification
Websites
Timeline
Home Retention Specialist
PennyMac Financial Services
05.2023 - Current
Residential Appraisal Coordinator
First Financial Bank
03.2022 - 01.2023
Appraisal Coordinator-BDL Product Support
PennyMac
05.2021 - 03.2022
Appraisal Coordinator
MyAMC
11.2019 - 05.2021
Customer Service Representative
Countrywide Mortgage
02.2014 - 11.2019
High School Diploma -
David W Carter