Genvera D Green
JACKSONVILLE,FL
Summary
Driven professional with many years of experience providing information about services and products to customers. Skilled in assessing customer needs, generating leads, and handling customer complaints and concerns. Outstanding communicator offering strong phone etiquette and active listening skills.
Overview
7
7
years of professional experience
Work History
Customer Care Expert
Select Portfolio Servicing
Salt Lake, UT
03.2024 - Current
- Handled customer calls efficiently and effectively, ensuring exceptional customer service.
- Executed billing inquiries and account changes accurately and promptly.
- Identified customer needs through in-depth probing to ensure accurate issue resolution.
- Communicated loss mitigation options and decisions to customers effectively.
- Secured necessary documentation from customers and authorized third parties with precision.
- Resolved account delinquency by collecting past due payments and ensuring compliance before foreclosure.
- Managed daily workflow within prescribed timelines and quality metrics for assigned loan populations.
- Managed high-stress situations and maintained composure while handling a high volume workload.
Operations Collateral Release Specialist
Randstad/Bank of America
Jacksonville, FL
06.2022 - 09.2023
- Ensured regulatory compliance while releasing collateral for commercial properties, real estate, vehicles, and aircraft.
- Released collateral for commercial property, real estate, vehicles, and aircraft, ensuring compliance with regulatory requirements.
- Recreated documents for recording release in system of record (SOR) and noted loans as paid off.
- Transferred funds between accounts and marked loans as paid off in cash cases.
- Ensured all records were updated by maintaining consistent communication with client team and requester until completion.
- Maintained data quality standards, achieving a 95%-100% accuracy rate.
Senior Loan Closer
Mphasis Digital Risk
Jacksonville, FL
07.2020 - 06.2022
- Prepared, reviewed, and generated closing documents according to client specifications, ensuring all compliance requirements were met.
- Reviewed CD's, LE's, and disclosure history to identify compliance violations and over tolerances.
- Reviewed all files for completeness and accuracy to ensure compliance with underwriting, government, and investor company requirements.
- Prepared and transmitted accurate funding information to clients, ensuring timely loan funding.
- Maintained open lines of communication with all parties to obtain loan and closing status as appropriate.
- Reviewed and approved final closing disclosure statements for accuracy in fees, escrow payees distributions, and RESPA compliance.
Fraud Specialist
Aerotek/VystarCredit Union
Jacksonville, FL
03.2018 - 05.2020
- Utilized effective interpersonal and active listening skills during interviews regarding fraud cases.
- Reviewed customer accounts, documents and electronic records to detect suspicious activities.
- Resolved client issues by utilizing all available resources with minimal supervision.
- Completed all assigned tasks accurately and timely, consistently meeting individual and team performance goals.
- Contacted card members to verify charges and recent activity, identifying suspicious or potential fraud.
- Updated all cases regularly and informed customers of status via phone or email.
Education
High School Diploma -
Loris High School
Loris, SCSkills
- CRM software proficiency
- Complaint handling
- Custom order management
- Call logging
- Billing coordination
- Email correspondence
- Customer service
- Banking operations
- Data analysis
References
References available upon request.
Timeline
Customer Care Expert
Select Portfolio Servicing
03.2024 - Current
Operations Collateral Release Specialist
Randstad/Bank of America
06.2022 - 09.2023
Senior Loan Closer
Mphasis Digital Risk
07.2020 - 06.2022
Fraud Specialist
Aerotek/VystarCredit Union
03.2018 - 05.2020
High School Diploma -
Loris High School
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