Crystal Smith
Mansfield
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
PennyMac Financial Services
02.2021 - 08.2025
- Improved customer satisfaction by promptly addressing and resolving mortgage-related inquiries and concerns.
- Assisted clients in navigating online platforms for easy access to account information.
- Managed high call volume while maintaining professionalism and empathy towards distressed customers facing foreclosure or other challenges.
- Educated borrowers regarding various mortgage products available to help them make informed decisions about their home financing options.
- Reduced customer complaints by providing clear explanations of complex mortgage concepts and terminology.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Explained Escrow
Santander Consumer USA
06.2016 - 10.2020
- Collect on auto loans manually and using the dialer system.
- Set up payment arrangements.
- Educated customer on simple interest loan.
- Document all collection activity.
- Educate customers on all voluntarily surrenders.
- Ensure customers of all policies and procedures of keeping account current.
- Take payments using Speedpay.
- Change due date.
- Skip Traced on displaced customer.
- Negotiates account resolution and accurately inputs and documents actions within the collection systems while maintaining company performance and productivity standards.
Greentree Services
09.2012 - 12.2015
- Collect on high-risk delinquent accounts by making outbound collection calls.
- Skilled Collections and Loss Mitigation Specialist with experience handling inbound borrower calls, negotiating payment arrangements, and maintaining strong customer relationships.
- Adept at overcoming objections, educating borrowers on home retention and graceful exit options, and ensuring accurate documentation in collection systems.
- Experienced in submitting and following up on loss mitigation paperwork, including HAMP, while supporting team productivity and compliance standards.
Education
High School Diploma -
O D WYATT
05-2005
Skills
- Customer service
- Problem-solving
- Highly motivated
- Insurance regulations
- Critical thinking
- Relationship building
- Problem resolution
- Active listening
- Data entry
Certification
Texas All Lines Adjuster License (active)
Timeline
Customer Service Representative
PennyMac Financial Services
02.2021 - 08.2025
Santander Consumer USA
06.2016 - 10.2020
Greentree Services
09.2012 - 12.2015
High School Diploma -
O D WYATT
Personal Information
Areas of Expertise
- Customer Satisfaction & Service Excellence
- Call Handling & Telephone Etiquette
- Managing Customer Data & Records
- Active Listening & Empathy
- Managing Expectations & Conflict Resolution
- Attention to Detail & Accuracy
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