Obtain a position as a team-player in a people oriented organization where I can maximize my customer service experience in a challenging environment to achieve corporate goals.
Overview
8
8
years of professional experience
Work History
Client Representative
Mutual Of Omaha
10.2022 - Current
Receive calls and Email customers on current and early stage delinquent accounts
Manage account opening process for new and existing clients
Serve as first point of contact for clients or prospects
Place holds on accounts for uncollected funds in accordance with regulations
Process and follow up on client documentation for proper maintenance of accounts
Provide Information for clients products on Basic Life/AD&D, VTL, LTD, STD, VACC, VCI, Vision, Dental etc
Adhere to department policies and procedures for client requests
Demonstrates ability to multitask, working heavy amount of email requests from internal/external customers, returning voice mails, working returned mail, and validating insurance
Performs skip tracing on accounts where inaccurate or no contact information is available
Performs other duties and projects as assigned.
Customer Service Support Chat Specialist
loanDepot
09.2021 - 10.2022
Email customers on current and early stage delinquent accounts
Assists in a variety of account issues including but not limited to: escrow, payment transactions, ARM changes, payoff request and other inquires
Demonstrates ability to multitask, working a heavy amount of email requests from internal/external customers, returning voice mails, working returned mail, and validating insurance
Performs skip tracing on accounts where inaccurate or no contact information is available
Performs other duties and projects as assigned.
Loan Processor Assistant
DIGITAL RISK
12.2020 - 05.2022
Intake new files and work daily pipeline of 25 loans or more
Follow up with the client on documentation
Follow up with the client to sign initial disclosures
Stay abreast of milestones on assigned files
Manage multiple tasks/projects and deadlines simultaneously.
Senior Modified SPOC Specialist
DIGITAL RISK
07.2020 - 12.2020
Identify, maintain, track and log requested documentation for loan modification review
Assist borrowers facing hardship in requesting forbearance and workout options
Obtained disaster training utilizing MSP
Provide borrowers with options under investor guidelines
Evaluate the loan documents for potential options to cure loan
Discuss loan needs as well as financial hardship with the borrower.
Loan Servicing Specialist
PENNY MAC
04.2019 - 05.2020
Provided general account information such as payments, escrow, taxes, payoffs and loan documents
Crossed sold loan products to existing customers
Exceeded outlined production and quality standards
Interacted with other PennyMac servicing departments to solution customer requests and resolve issues
Demonstrated behaviors which are aligned with the organization’s desired culture and values.
Customer Claims Specialist Team Lead
METLIFE
03.2016 - 08.2018
Coached employees in their job roles, offering insight, positive reinforcement and feedback for improvement
Trained, coached and mentored staff to ensure smooth adoption of new program
Resolved clients issues utilizing one call resolution guidelines
Exceeded company and client performance metrics
Helped set and manage objectives for quality, productivity and compliance.
Customer Care Representative
C3
09.2015 - 03.2016
Assisted customers by telephone or email about their account
Updated records of customer transactions and assured that appropriate actions were taken