SYBIL JONES

• Company Overview: One of the largest banks that handle home loans in the industry right now
• Manage all customer initiated requests relating to loan servicing in a contact center environment
• Assist customers with questions and concerns regarding their accounts by phone and or correspondence
• I am accountable for the successful resolution of all requests from beginning to end
• Also handle escalated issues
• One of the largest banks that handle home loans in the industry right now

• Company Overview: Short sale negotiating company, loss mitigation
• Received inbound calls for short sale negotiation
• Resolved customer complaints and billing issues in reference to mortgage payments
• Negotiated new payment terms for loan modifications
• I accepted calls from new clients
• I provided clients with oral and written communication
• Short sale negotiating company, loss mitigation

• Company Overview: Largest Electric and Gas Company in Michigan
• Calculating, verifying and revising complex customer billing inquiries, customer complaints, and service related calls for residential and commercial customers in accordance with the Michigan Public Service Commission guidelines
• Responding to service and trouble related calls from police, fire departments and primary commercial customers
• Processed trouble orders such as gas leaks/power outages
• Negotiated payment arrangement agreements, processed payments and placed new installation orders for both gas and electric customers
• Provided extensive follow-up with oral and written communication for internal and external customers
• Largest Electric and Gas Company in Michigan

• Company Overview: Check Cashing company with payday advances
• Provided supervision in absence of owner, setting up payment arrangements, handled escalated customer complaints in a tactful manner, fielded general customer inquiries on the phone and in person
• Check Cashing company with payday advances

• Company Overview: One of the largest banks in Michigan at the time, it is now Chase
• Acted as back-up in management by opening commercial checking and savings accounts and resolving a variety of customer problems
• Such as error correction, account reconciliation, loss of instruments and address changes
• Generated large dollar activity reports to the federal government
• Extensive cash handling experience
• One of the largest banks in Michigan at the time, it is now Chase

Inbound/Outbound call center. Gathered supporting and required documentation to create possible homeowner options for retaining their property such as: Loan modification packages, repayment plans, or forbearance options all within compliance timeframes for the investor, CFPB and state and federal guidelines. Worked with homeowners that did not qualify for previous assistance options with Short Sale reviews or sale options or Reinstatement options to avoid foreclosure. Ensured documents are complete and accurate before submitting to underwriting for decision. Spoke with Realtors, Homeowners, Title Companies, and Underwriters during this process. Maintained regular communication through phone, email, and written correspondence. Monitored progress so that deadlines were met. Completed daily task within company timelines. Also completed any other duties as assigned.