JOCELYN GARCIA

• Completing queue work in regards -Title Release, Copy of Title, Lien Releases etc.
• Cross Trained in multiple functions titles / ODR.
• Handled routine and complex inquiries from customers in regards Titles / Lien Releases escalations.
• Prepared variety of different written communications, reports and documents.
• Led projects and analyzed data to identify opportunities for improvement.
• Created and achieved product quality objectives and met product specifications.
• Fixed identified issues to improve workflows.
• Reviewed public-facing information for accuracy, relevancy and timeliness as desired by leadership.
• Adhered to standardized software quality assurance best practices, policies and processes.

Loan Servicing Specialist III ( Reinstatements Department)

• Responsible for providing quality customer service while assisting inbound calls of customers whose vehicles have been repossessed by providing reinstatements and redemption quotes.
  
• Using multiple online systems, recording information, importing/entering data, and maintaining records using considerable knowledge of department policy and procedures.
  Actively listened to customers' requests, confirming full understanding before addressing concerns
• Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
• met product specifications.

• Coached new team members on service techniques and provided scoring through quality assurance program.
• Knowledge of Fannie Mae/Freddie Mac and FHA/VA policies and guidelines.
• Met all customer call guidelines including service levels, handle time and productivity
• Cross-trained and backed up other customer service managers.
• Responded proactively and positively to rapid change
• Implemented and developed customer service training processes.
• Increased efficiency and performance by monitoring team member productivity and providing feedback