Summary
Overview
Work History
Education
Skills
Accomplishments
Administrative Skills
References
Timeline
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Milshar Joseph

Fort Worth,TX

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture.

Overview

8
8
years of professional experience

Work History

Fraud Client Services Rep

Bank of America
02.2022 - Current
  • Handle a large volume of calls (inbound) in a professional and fast-paced environment regarding debit card transactions and other inquiries from customers
  • Placing outbound calls when additional authentication is required
  • Understanding customers' needs and resolving it the first time.

Client Services Rep II (Home Loans)

Bank of America
08.2021 - 02.2022
  • Listening to, understanding and providing solutions for clients’ needs
  • Understanding customers' needs and resolving it the first time
  • Handle a large volume of calls (inbound) in a professional and fast-paced environment regarding home loans documentations, payments and other inquiries from customers.

Mortgage Solutions Specialist

BNY Mellon/Iron Mountain
03.2019 - 08.2021
  • Handle a large volume of calls (inbound, outbound and callbacks) in a professional and fast-paced environment regarding home loan document inquiries from customers
  • Build relationships with clients, customers and third-party companies by communicating clear resolution to issues and requests
  • Multi-task in a fast-paced professional environment by navigating several applications while listening actively to the customers’/clients’ requests and providing accurate call notes for future references
  • Meet and exceed target sales and referral goals with measured metrics (scorecards) such as schedule adherence, average handling time, call quality and effectiveness
  • Review loan documentation and processed them for mortgage clients in compliance with the investors’ guidelines
  • Approved and certified to ensure accuracy and compliance with investors guidelines and procedures
  • Exceed in a fast-paced, high volume environment, certifying 200-300 applications daily
  • Evaluate loan documents for missing or incomplete information in a fast-paced pipeline/portfolio
  • Work directly with underwriters to understand and communicate with the home/loan owners for needed information
  • Liaise/communicate with third-party product owners such as insurance companies and home inspection agents to enhance loan decisions
  • Obtain and analyze information necessary to process mortgage applications, including credit reports, income documentation, assets, title work, appraisals, and any other pertinent information
  • Responsible for the preparation of files for closing, verification of closing dates, first payment dates, proper set up of escrow accounts, and coordination with settlement agents for closing
  • Extensive knowledge with procession of FHA, VA, Conventional loans and the investors’ guidelines which includes but not limited to Fannie Mae, Freddie Mac and Ginnie Mae.

Amazon Web Services (AWS) Fraud Claims Representative

Robert Half/Amazon
07.2017 - 03.2019
  • Work directly with merchants, customers and claim representatives in a high-call volume and fast-paced call center environment
  • Perform timely, thorough, and quality decisioning of suspect orders while complying with merchant business policies, minimizing customer insult, providing positive customer experience and minimizing fraud risk
  • Identify, trace any suspicious or high-risk transactions, determine if there is improper activity involved and determine if there is any risk to the company
  • Work with cross-functional teams across Amazon for collaboration on fraud risks and investigations
  • Work with stakeholders to drive process improvements that will impact internal and external customers
  • Handle cases of suspicious insurance claims to confirm if an incident is intentional or staged.

Hospitality Manager

Americas Best Value Inn
05.2016 - 06.2017
  • Prepared payroll for 8 staff members biweekly
  • Trained new staff in multiple positions leading to an overall customer service rating of 85% for the hotel
  • Interviewed and extended offers of employment to candidates for customer-facing and housekeeping positions.

Education

Master of Business Administration (Finance) -

American Public University Systems
Charles Town, WV

Bachelor of Business Administration (Management Information System) -

East Central University
Ada, OK

Skills

  • Document Processing
  • Database Management
  • Order Processing
  • File Management

Accomplishments

  • Employee of the month for 3 consecutive months
  • East Central University Deans’ list

Administrative Skills

  • Typing (40 WPM)
  • Data Entry (10-Key)
  • Imaging/Scanning
  • Fax
  • High-call volume handling
  • Microsoft Office 365 (Word, Excel, Access, PowerPoint, SharePoint, Teams and Outlook)

References

Available upon request

Timeline

Fraud Client Services Rep

Bank of America
02.2022 - Current

Client Services Rep II (Home Loans)

Bank of America
08.2021 - 02.2022

Mortgage Solutions Specialist

BNY Mellon/Iron Mountain
03.2019 - 08.2021

Amazon Web Services (AWS) Fraud Claims Representative

Robert Half/Amazon
07.2017 - 03.2019

Hospitality Manager

Americas Best Value Inn
05.2016 - 06.2017

Master of Business Administration (Finance) -

American Public University Systems

Bachelor of Business Administration (Management Information System) -

East Central University

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Milshar Joseph