Danielle Atkins
Lancaster
Summary
Highly motivated team player the ability to operate effectively in a transitional environment, who meets and exceeds company goals with commitment and integrity.
Overview
12
12
years of professional experience
Work History
Chat Team Associate-Dedicated Loan Specialist II
Mr Cooper
08.2018 - Current
- Providing first time resolutions to all customer inquiries and/or concerns to meet first call/chat resolution of 90%
- Responsible for multitasking between systems such as iAssist, PowerBI, and Dynamic while servicing up to 3 customers at a time via chat
- Assisting customers via chat with various mortgage related questions in regard to escrow, loss mitigation options as well as general mortgage assistance
- Working with Special Servicing loans and investors such as ABS, PLS and Chimera
- Assisting all customers who have been impacted by recent pandemic by providing forbearance plans and other solutions to assist with account
- Set up Forbearance plans by explaining the program, how the process works while also providing workout solutions to bring the account current once the forbearance period has ended
- Following up with customers to address their concerns based on the CBRE SPOC callback report as well as checked voicemails daily to return calls from customers and authorized 3rd parties to address their questions/concerns
- Adhering to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer mortgage assets.
Retail Advocacy
Capital One
10.2016 - 06.2018
- Demonstrated exceptional listening, questioning, call control, and de-escalation techniques
- Demonstrated the ability and willingness to learn, strong attention to detail, positive attitude and the ability to be flexible and embrace change
- Demonstrated excelled communication, negotiation, and decision-making skills, while staying engaged with the customer
- Took ownership of each customer interaction while treating them with respect and responding with empathy
- Navigated through multiple technologies while demonstrating resilience and extreme adaptability in a fast pace environment
- Abided by all applicable regulatory and department practices and procedures.
Member Services Specialist for Prime Therapeutic
Robert Half
08.2012 - 11.2016
- Processed all claims via RX Claims and Script Med as well as provided co-pay assistance for higher tiered medications through Specialty Pharmacy
- Provided excellent customer service both inbound and outbound while working closely with other departments
- Assisted members with monthly fillings of medication and shipping arrangements
- Ran test claims to ensure members are provided with the correct dollar amount for monthly medications.
Education
High School Diploma -
DAVID W CARTER High School
05.2004
Skills
- Proficiency in Microsoft
- Proficiency in LSAMS, Power BI, Remedy, Paymentus, Genesys, and Touchpoint
- Leadership
- Active Listening and Learning
- Professional Oral and Written Communication
- Fast Learner
- Problem Solver
- Detailed Oriented
- 10-Key Data Entry
Additional Information
- Extensive Mortgage Experience
- Escrow
- Cold Calling
- Administrative Experience
- Regulatory Compliance
- Lotus Experience
Timeline
Chat Team Associate-Dedicated Loan Specialist II
Mr Cooper
08.2018 - Current
Retail Advocacy
Capital One
10.2016 - 06.2018
Member Services Specialist for Prime Therapeutic
Robert Half
08.2012 - 11.2016
High School Diploma -
DAVID W CARTER High School