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Customer Service Representative Resume

OBJECTIVE

To utilize my organizational and customer service skills, efficiency, strong work ethic, ability to prioritize and team oriented personality to the fullest in a challenging and rewarding position.

EMPLOYMENT

General Consumer Sales and Service Banker
Confidential, April 2011- Present

Responsibilities:

Assist customers by phone with banking inquiries and service issues. Resolve customer complaints. Offer products and services.

Loan Counselor/Collector II
Confidential, July 2008 – July 2010

Responsibilities:

Contacted and counseled a minimum of 1000 homeowners per month who were or would soon become delinquent on their primary residential mortgage loan to avoid foreclosure and ensure that the loan was brought current in a reasonable amount of time and in compliance with investor, agency, and or mortgage insurance requirements. Answered inbound calls, trouble shot customer complaints, routed calls to appropriate divisions within mortgage loan servicing, negotiated agreements to cure defaults, calculated new payment arrangements, gathered financial information, processed payments corrected errors in borrowers payment history, kept records using various computer software, sent out correspondence to homeowners. Referred defaulted loans to foreclosure once all collection efforts had been exhausted.

Foreclosure Prevention Specialist
Confidential, October 2004 – August 2008

Responsibilities:

Performed intake interviews to determine if potential clients qualified for mortgage assistance programs designed to assist homeowners who were in default on their home loans. Determined qualifications and explained different assistance programs. Obtained retainers from new clients throughout the country for loss mitigation services. I also maintained files, gathered documentation, gave updates regularly to clients on negotiations with lenders and attorneys to cure clients mortgage difficulties and come to a complete resolution helping our clients and avoid bankruptcy, selling or losing their homes to foreclosure.

Real Estate Agent
Confidential, May 2003 – October 2004

Facilitated purchases of residential real property for buyers and sellers in Prince Georges County Maryland. Prepared contracts negotiated pricing and assisted with mortgage qualifying process.

Loan Originator/Loan Processor/Receptionist
Confidential, March 2001 – May 2003

Responsibilities:

Originated residential home mortgages. Completed application process, packaged documents to be submitted to various lenders according to program requirements. Processed mortgage loans of all types. Worked directly with loan officers, realtors, lending institutions, appraisers, title companies, builders, consumers and attorneys to settle purchases and refinanced loans. Answered phones, took messages and directed calls. Maintained files, typed correspondence, faxed, copied and retrieved documents as needed.

Credit Processor/Closer
Confidential, October 2000- March 2001

Responsibilities:

Processed applications for financing approval. Read credit reports to determine monthly expenses. Calculated gross and net income to determine disposable income. Verified employment and residence of all applicants. Explained contracts an addendums to customers for signing along with insurance coverage and warranties. Maintained accurate files of all customers. Updated records to reflect collection efforts on obtaining allotments and any documents not present at the time a sale was closed. Faxed, copied and retrieved documents. Answered calls to trouble shoot customer complaints and directed inquiries.

Finance Coordinator/Customer Service Representative
Confidential, March 1999 -October 2000

Responsibilities:

Generated invoices for customer transactions, data entry of credit applications, authorized purchases on credit, updated customer accounts, filed invoices, answered phones, routed inbound calls, resolved customer complaints, answered customer inquiries, routed delivery trucks, reconciled daily transactions, prepared contracts for billing finance companies, posted payments to general ledger accounts and customer accounts, calculated commissions on credit insurance sales monthly, investigated customer disputes, acted as a liaison between store and banking or financing institutions, organized filing system, delegated task to associates, maintained accurate records of applications taken, negotiated with finance companies, contributed to store revenue by selling extended warranties and credit disability and life insurance, calculated monthly payments on installment contracts, assisted with administrative task as assigned.

Customer Service Representative
Confidential, March 1998 – March 1999

Responsibilities:

Data entry, answered phones, updated customer accounts, opened new leases, filed, copied collected payments, called customers, sent out mail.

General Office Assistant
Confidential, November 1994 – March 1998

Responsibilities:

Data entry, answered phones, opened files, updated files, faxed, copied, typed new documents, coded documents for litigation, and sent out mail.

Store Manager Payless
Confidential, April 1991 – May 1994

Responsibilities:

Opened and closed store, made bank deposits, merchandised store, recruited, hired, trained, and scheduled employees, ordered supplies, processed shipments, and supervised staff.

EDUCATION

Computer Applications Certificate
Business Management Courses
Computer Science Courses
College Prep Diploma

SKILLS

  • Computer literacy with data entry (10,000 kpm) and working knowledge of MS Word 7.0, and Excel 7.0 and 10 key add machine.
  • Customer Service.
  • Completing basic accounting procedures.
  • Receiving and routing inbound calls on multi- line phone system.
  • Retrieving, typing (60 wpm), filing, copying, and faxing documents.
  • Record Keeping.

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