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Click here or scroll down to respond to this candidateCandidate's Name
Street Address
Cell: PHONE NUMBER AVAILABLE EMAIL AVAILABLEOBJECTIVE Secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company. SUMMARY I am a mature team worker and adaptable to all challenging situations. I can work well both in a team environment as well as using my own initiative. I can work well under pressure and adhere to strict deadlines and can be available any shift. With over 16 years of being a customer service specialist in various fields, I pride myself on my ability to learn all aspects of the job that I am working on. For the last 4+ years helping customers that are in a loan default situation to find resolution to preserving home ownership or to be able to discuss and identify liquidation options when home retention is not appropriate. I very much believe in listening to the customer, this helps customer retention by allowing customers to have a dialogue with the company and identify issues and concerns. This allows the company to quickly address any issues and resolve them, reducing customer churn rates. I have effectively managed work queues, keeping them up to date and appropriately documenting in the systems of record all consumer contact, requests for activity from other business units and next steps in loss mitigation or foreclosure processes. I have been able to effectively demonstrate a professional level of competency in all stages of loss mitigation and foreclosure processes and requirements for all states, while adhering to all state and federal guidelines.EXPERIENCE06/2019 05/2023 Spec. Customer Success Specialist Level IV Freedom Mortgage Corporation, Fishers, IN Act as single point of contact for consumers in all stages of loss mitigation or foreclosure process on residential or real property loans of all types Receive incoming calls and /or conduct outbound campaigns to secure commitments for outstanding packages, pending conditions, status of their review, payments, post modification, and respond to customer inquiries or general loan serving questions. Effectively manage work queues, keeping them up to date and appropriately documenting in the systems of record all consumer contact, requests for activity from other business units and next steps in loss mitigation or foreclosure processes. Determine customer ability to pay, obtain reason for delinquency and offer alternative solutions to resolve delinquency e.g., referral to Consumer Credit Counseling Services, due date changes, deferrals, short term repayment plans, as well as formal loss mitigation plans, modifications and liquidation option. Builds customer relationships by actively listening and resolving complaints quickly, efficiently and accurately. Maintains confidentiality of customers nonpublic information. Maintain regular and punctual attendance. Comply with all company policies and procedures. Act as a mentor to Customer Success Specialists I and II as well as assist with training and coaching needs for new Customer Success Specialists. 06/2015-11/2018 Customer Service Team Lead Data Recognition Corporation, Indianapolis, IN Coordinated daily activity of 5-10 customer service representatives. Successfully handled escalated issues with customers pertaining to the buying and implementing the various tests for schools and organizations Subject Matter Expert on Grade K-12 and Adult Education Testing Products Coordinated with the training team on the training of new team members with the various products and procedures.10/2005-6/2016 Customer Service Support McGraw-Hill / CTB. Indianapolis, IN Successfully handled escalated issues with customers pertaining to the buying and implementing the various tests for schools and organizations Managed the phone coverage for Customer Service team during peak testing seasons. EDUCATION08/1982 Associate degree in Electronics ITT Technical school Ft Wayne, IN |
