Luella Weeks

• Subject matter expert
• Leadership Academy for strong engagement skills
• Strong organizational skills
• Handled over 50 customer calls per day
• Send emails to customers to gather information and guide them through complete process.
• Research business information on the web

Strong computer experience including Microsoft Office Suite and web applications.

• Team player and ability to work independently
• Meet and exceed monthly goals
• Handled customer inquiries and suggestions courteously and professionally.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Tracked customer service cases and updated service software with customer information.

• Assisting customer with delinquent account; using excellent customers service skills and evaluating customers’ financial situations and negotiates terms of repayment to bring account current; maintaining quality and accuracy for compliance and excellent customer service
• Working with different types of loans (Home Equity, Lines of Credit and Business Loans)
• Foreclosure, Bankruptcy accounts
• Handled 50 calls per day
• Handling VA, FHA & Conventional Loans
• Using system of records (SHAW, Hogan, FDR) to determine reason for delinquency.
• Mortgage experience and knowledge in FHA, FNMA, VA Loans
• Discuss issues and concerns with customer about account.
• Advised customer of Home Preservation or Loss Mitigation for more assistance on their loan
• Follow federal guidelines and bank policies and procedures.
• Research customer account when payments are missing or misapplied.

• Adjusted equipment to meet different productivity levels.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Audited team performance and compliance to assure company standards are met.
• Handled irate calls to completion.