Sheena Smith

Customer Relationship Manager

• Managed a high volume of incoming calls from customers regarding their mortgage loans or foreclosure prevention options.
• Prepared documents needed for approval of loan modifications according to internal policies and procedures as well as government regulations.
• Assisted customers in analyzing their financial situation to determine the best course of action for loan modifications or payment plans.
• Reviewed delinquent accounts and determined eligibility for various foreclosure prevention programs.

Property Claims Specialist

• Monitored the progress of outstanding claims to ensure timely resolution.
• Interacted regularly with adjusters and attorneys regarding the status of pending cases.

Customer Service Representative

• Provided exceptional customer service to mortgage customers by responding promptly and accurately to inquiries.
• Assisted customers in understanding the mortgage process and answered questions regarding escrow, property taxes, and homeowners insurance.

Sales Associate

• Greeted customers and provided exceptional customer service.
• Maintained up-to-date knowledge of store merchandise and policies.
• Performed cashier duties such as accepting payments, issuing receipts and counting money back change.

Customer Service Manager

• Managed and trained cashiers on proper cash handling procedures.
• Resolved customer complaints in a courteous and professional manner.