KAMEKA LACY
Dallas,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Mortgage industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Customer Service Representative II
Mr. Cooper Mortgage
02.2020 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Handled customer inquiries regarding escrow changes.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Resolutions Specialist
Home Point Financial
05.2017 - 09.2019
- Complete research for escalated complaints and resolve all account issues and escalate all unresolved issues to management
- Recommend required action for same and assist management to resolve all issues efficiently and timely manner
- Contacted our customers to resolve all issues and provide appropriate response through phone mail or email
- Manage overdraft and rejected ACH and make corrections for management and obtain required approvals
- Recommend resolution for call center representatives and perform research on all customer payment and escrow billing issues and facilitate all payments
- Prepare SharePoint for resolutions provided and maintain records of all status and develop and maintain professional relationships with all customers.
Customer Service Representative II and Sales Representative
PennyMac Loan Services, LLC
01.2014 - 04.2017
- Took inbound calls assisting homeowners with understanding their mortgage
- Explained escrow including taxes insurance and mip/pmi
- Resolved billing and payment issues setting up one time drafts and ACH
- On the sale team, I was able to offer our homeowners different options of refinancing or purchases eligibility
- Worked for our research team to resolve correspondence request and updated system data.
Resolution Specialist
Bank of America
10.2006 - 01.2014
- Being on the sale team, I was able to offer our homeowners different options of refinancing or purchases
- Worked inbound calls assisting homeowners with understanding their mortgage
- Explained escrow including taxes insurance
- Resolved billing and payment issues setting up one time drafts and ACH
- Advised our homeowners different options under modifying, repayment for their loans or offering forbearance when available.
Education
High school or equivalent - Early Childhood Development and Urban Education
Richland College
Dallas, TX05.2001
High school or equivalent - Basic
Richardson High School
Richardson, TX05.1999
Skills
- Billing (10 years)
- Call Center (10 years)
- Microsoft Excel (6 years)
- Outlook (10 years)
- Typing (10 years)
- Sharepoint
- Research (6 years)
- Problem Resolution (6 years)
- Word
- Collections
- Communications
- Escrow (10 years)
- Credit
- Listening Skills
- Mip/Pmi (6 years)
- Problem solving
- Time Management (10 years)
- Excel
- Microsoft Word
- Customer Service
- Microsoft Office
Timeline
Customer Service Representative II
Mr. Cooper Mortgage
02.2020 - Current
Resolutions Specialist
Home Point Financial
05.2017 - 09.2019
Customer Service Representative II and Sales Representative
PennyMac Loan Services, LLC
01.2014 - 04.2017
Resolution Specialist
Bank of America
10.2006 - 01.2014
High school or equivalent - Early Childhood Development and Urban Education
Richland College
High school or equivalent - Basic
Richardson High School
Similar Profiles
Rika MitchellRika Mitchell
MASTER SERVICING HIGH RISK ANALYST II at Mr. Cooper Mortgage/Nationstar MortgageMASTER SERVICING HIGH RISK ANALYST II at Mr. Cooper Mortgage/Nationstar Mortgage
Carla GuillenCarla Guillen
Foreclosure Timeline Specialist at Mr. Cooper Mortgage/Rushmore ServicingForeclosure Timeline Specialist at Mr. Cooper Mortgage/Rushmore Servicing
Leticia ChavezLeticia Chavez
Underwriter I at Mr. Cooper MortgageUnderwriter I at Mr. Cooper Mortgage
Shonn CournyerShonn Cournyer
Licensed Mortgage Professional at Mr. Cooper MortgageLicensed Mortgage Professional at Mr. Cooper Mortgage
Julia KidderJulia Kidder
Mathematics Department Chair at Parish Episcopal SchoolMathematics Department Chair at Parish Episcopal School