Jessica Paramo
Arlington,TX
Summary
Dedicated customer service specialist providing skills to prioritize and multi-task in a fast-paced working environment. Successfully works as part of a team to reach personal and business goals.
Overview
3
3
years of professional experience
Work History
Remote Customer Service Agent/Chat Support
Nationstar Mortgage DBA Mr. Cooper
Phoenix, AZ
07.2023 - 03.2025
- Maintain in depth knowledge of Servicing standards and practices as well as agency and investor guidelines— FHA, HUD, VA, Freddie Mac, Ginnie Mae, Fannie Mae, USDA loans
- Assisted current and delinquent customers with their mortgage inquiries via inbound call/chat striving for FCR and escalating complex issues to the appropriate department when needed
- Responsible for mortgage payments, generating/discussing payoff demands, escrow, resolving delinquent loans, reviewing monthly statements, sending correspondence, submitting credit disputes, borrow online portal assistance
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Remote Customer Service Agent
FCI Lender Services
Anaheim, CA
02.2022 - 06.2023
- Assisted customers with inquires via inbound calls about payments, escrow, payoffs, online website and other servicing related matters
- Reviewed and validated loan information, notated accounts thoroughly and accurately during the call to maintain positive ACW
- Processed payments and payment reapplications, applied payments to principal, managed escrow accounts
- Identified financial hardships, handled loan modifications
- Resolved customer complaints and complex issues in a timely and efficient manner
Education
Sam Houston High School
Arlington, TX2015
Skills
- Customer service
- Call center
- Data entry
- Problem resolution
- Outstanding interpersonal and oral communication
- Financial analysis
- Regulatory compliance
- MSP Black Knight, iAssist, Centurion system proficiency
Languages
Spanish
Native or Bilingual
Timeline
Remote Customer Service Agent/Chat Support
Nationstar Mortgage DBA Mr. Cooper
07.2023 - 03.2025
Remote Customer Service Agent
FCI Lender Services
02.2022 - 06.2023
Sam Houston High School