FRANKIE L. LEE
Garland,Texas
Summary
Record of success in mortgage banking, collections, sales and marketing with ability to think strategically while providing excellent customer service. Seeking to leverage and continuously develop my logistical, product management, customer service and communication skills.
Overview
14
14
years of professional experience
Work History
Customer Senior Specialist
Service Mac LLC
05.2022 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
SERVICING CUSTOMER SERVICE REPRESENTATIVE
HOME POINT FINANCIAL
03.2019 - 02.2022
- Collecting payments from delinquent customers and arranged repayment plans
- Confer with customers by telephone while maintain accurate records for customer interactions and transactions
- Resolve customers’ service and billing requests, resolve product and service issues by clarifying the cause of requests and selecting the best solution to expedite correction or adjustment
- Resolved customer requests and notify customers of claim investigation results
- Evaluated customers’ options for loss mitigation and set up forbearance plans to help prevent default and foreclosure.
HOME RETENTION COUNSELOR I
PACIFIC UNION
01.2015 - 03.2019
- Provide assistance by offering solutions based on customers’ individual needs with the goal of negotiating immediate payments and/or promises to pay
- Maintain good customer relations while collecting on delinquent balances and negotiating mutually beneficial solutions
- Ensure compliance with FDCPA and other regulatory requirements related to collections
- Document all collection efforts for assigned accounts and determine cause of delinquency to determine best course of action to assist delinquent customer, including initiating extensions, forbearance, repayment plans, and referrals to Loss Mitigation.
LOAN PROCESSOR
GREEN TREE
07.2013 - 08.2014
- Provide excellent customer service to borrowers and internal customers, verify and analyze loan documentation including income, credit, appraisal and title
- Maintain strict compliance with all applicable federal and state regulations
- Interact with multiple mortgage professionals and perform administrative duties to obtain customer information.
LOSS MITIGATION
JP MORGAN CHASE & CO
04.2009 - 07.2013
- SOLICITOR
- Obtained information from customers to review special servicing options, made recommendations and educated customers on options to prevent foreclosure and resolve delinquency
- Evaluated customer’s financial ability, reason for default and ability to make payments
- Negotiated, drafted, and formalized repayment arrangements with customers in foreclosure and communicated effectively with attorney on loss mitigation efforts.
Education
AA BUSINESS - ADMINISTRATION
EL CENTRO COLLEGE
DALLAS, TX.CERTIFICATE IN SECRETARIAL SCIENCE, DALLAS OCCUPATIONAL - undefined
CAREERS – - undefined
DALLAS, TXCERTIFICATE IN ITEM PROCESSING, BANK OF AMERICAL - undefined
DALLAS, TXSkills
- 10-Key by Touch
- Computer Technology
- Call Center Experience – Inbound & Outgoing
- Loan Processing
- Microsoft Word, Windows, MSP
- Exceptional oral and written
- Communication
- Excellent Customer Service
- Typing Proficiency
Timeline
Customer Senior Specialist
Service Mac LLC
05.2022 - Current
SERVICING CUSTOMER SERVICE REPRESENTATIVE
HOME POINT FINANCIAL
03.2019 - 02.2022
HOME RETENTION COUNSELOR I
PACIFIC UNION
01.2015 - 03.2019
LOAN PROCESSOR
GREEN TREE
07.2013 - 08.2014
LOSS MITIGATION
JP MORGAN CHASE & CO
04.2009 - 07.2013
AA BUSINESS - ADMINISTRATION
EL CENTRO COLLEGE
CERTIFICATE IN SECRETARIAL SCIENCE, DALLAS OCCUPATIONAL - undefined
CAREERS – - undefined
CERTIFICATE IN ITEM PROCESSING, BANK OF AMERICAL - undefined
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