Lisa Gray

• Receiving high volume of incoming and outbound calls to encourage reinstatement of repossessed collateral loan by negotiating repayment of outstanding past due account balances and fees
• Making every effort to achieve First Call Resolution
• Provides timely and accurate responses to customer inquiries, via phone, email. Or chat regarding reinstatement process of repossessed vehicle
• Accurately documenting all account activities and pertinent information to include but not limited to verifying and updating account information.
• Processing payments to bring account current.
• Processing reinstatement and release of customer vehicle
• Maintaining records of contacts and attempted contacts with delinquent account customers

This postilion is remote.

• Monitored accounts for compliance with established payment plans and flagged non-compliances.
• Counseled debtors and negotiated with customer on payment options and arranged installment agreements.
• Processed payments and refunds
• Resolved disputed items, handling all incoming calls and emails from clients regarding billing inquiries, and bringing resolutions to unpaid accounts.
• Accurately documented all account activities and pertinent information to keep account updated.
• Maintained high volume of calls and met demands of busy and productive group.
• Achieved performance goals on consistent basis.

• Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs
• Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads and avoiding dangerous driving actions
• Assisted passengers with entering and exiting vehicles safely and securely stowed baggage to minimize damage risk
• Upheld high standards of professionalism and discretion when working with high-value clients
• Cleaned and maintained vehicle and assessed vehicle for damage after each shift.

• Verified the accuracy of all information on mortgage documents in compliance with company standards
• Responded to customer questions quickly and returned all calls within 24 hours
• Ensured proper escrow paid on property
• Created final HUD binder to be submitted to HUD to be insured
• Distributed wires and checks to brokers, attorneys, and closing agents.

• Provided primary customer support to internal and external customers in fast- paced environment
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Attracted potential customers by answering product and service questions
• Updated and maintained customer account by processing customer adjustments
• Resolved product or service problems by clarifying customer's complaint, determining the problem, and utilized the best solution to ensure customer satisfaction.

• Prepared closing documents completely and accurately
• Managed internal and external expectations on timelines, costs, and processes
• Managed and performed multiple tasks accurately in a fast-paced and challenging environment
• Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs
• Provided daily status to manager on all unfunded loans
• Monitored closings and solving any problems that may arise
• Acted in accordance with company, policies and procedures.

• Processed residential mortgage loan files from initial application to funding, ensuring timely and accurate packaging of all loans originated by our loan officer
• Reviewed loan application and gather loan documents from the customer and third parties in support of the loan approval process, according to AUS findings, program parameters and investor guidelines
• Responsible for ensuring that all loan documentation is complete, accurate, verified and complies with company and/or investor policies
• Confirmed that data entry in Encompass matches all loan documentation in the file
• Successfully worked with Loan Officers, Underwriters and Funders to ensure that loan files are submitted to underwriting within expected timelines and that loan conditions are met as required throughout each stage of the loan process
• Build rapport with borrowers and provide on-going communication to the customer regarding loan status
• Worked closely with the Loan Officer to finalize loan structure and ensure accurate figures for the Closing Disclosure to be generated
• Prepared file for loan closing and coordinate with all necessary parties involved
• Ensured lock and closing dates are met

• Online research and title examination to ensure clear title before disbursement of funds
• Ensured the release of paid and satisfied liens and/or judgments on property
• Examined documents for recording at county courthouse.