Customer Service Manager

Vennessa Tejada

**** * **** ******

Phoenix, AZ 85033

Home Phone: 602-***-****

Alt. Phone 623-***-****

Email: abhvpn@r.postjobfree.com

Objective: To obtain a long term position with a company that allows growth and development.

Experience:

JP Morgan Chase-08/03/10-present-Phoenix, AZ

* RELATIONSHIP MANAGER*

1. Processing of documents

2. Document perfecting

3. Postponing foreclosure activities

4. Maintatining our assigned mortgages

5. Communicating with attorneys and our customers

6. Update code procedures and updates for underwriting processes

7. Obtaining escrow calculations and appraisals

8. Ability to multi-task and adapt to constant mortgage changes also policies

9. Relaying decisions

10. Identifying account statuses, codes, decisions, activity, regulations, escalations and processing.

11. Knowledge of:

*Investor-regulations, denials, aproovals, guidelines, requirements, documentation, type

*FDCA –Rules and regulations

*SLA-Requirements and regulations

*Modification-Types, document processing and perfecting, requirements, timeframes,

denials/approvals, codings, and processing

*Foreclosure- Processing stages, mediation underwriters, state requirements and regulations,

codes, holds and suspensions, completion, sale dates, fees and costs, and attorney info with active

communication

*Customer Relations-Answering questions best to your ability, providing insight on

modification flow process, following up with any updates or statuses as far as account activity,

confirming with customers that I did answer any questions or concerns they had, providing

detailed document perfection requirements, and making sure customers are provided with all needed

contact Information also, any information regarding the account and decisions.

* Quality guidelines-Customer satisfaction, accurately documentation of accounts, accurate

verification of identification,professionalism, assisting with customers concerns or issues, coding

accounts accurately, removing modifications when needed,uw reffering,short sale referring, ordering

escrow calculations, relaying decisions, account processing, sending letters, ability to identify different

codes as far as account statuses/foreclosure /mediation/underwriter processing/disputes/different decision

codes, customer follow-ups, doing escalations when needed as far as incorrect account processing or no

processing at all, hitting quota requirements, keeping inventory updated, hitting monitored call

requirements, and all above listed as well.

*LOSS MITIGATOR LEVEL 2*

1. Opening up modification processes

2. Checking the accuracy of modification documents

3. Obtaining financial information

4. Processing and handling of payments

5. Workout alternatives

6. Generating documents for mod referrals when account meets requirements

7. Opening of routes as far as placing goes, issues, updated information loan or customer related,etc.

8. Opening routes or escalations

9. Training of new hires

* COLLECTOR 2*

1. Spanish rep handling

2. Submission of referrals to loss mitigation

3. Processing and handling of payments

4. Strong negation techniques

5. Probing and obtaining resolutions on bring account debt to up to date

6. In bound and outbound dialer knowledge

7. File maintenance

ER Solutions Inc. - 10/2006 – 6/30/08- Glendale, AZ

1. Third Party Collections

2. Training Employees

3. Maintaining Files

4. Handling Spanish files

5. Processing and handling of payments

6. Strong negation

7. Probing and obtaining resolutions on bring account debt to up to date

8. Dialer in and outbound knowledge

KIRBY Inc. -09/2005- 9/2006- Phoenix, AZ

1. Calling Consumers to Set Up Appointments

2. Getting a Consumer to See Our Products That Are For Sale

3. Update Files

ROSS Stores- 03/2004 - 09/2005- Glendale, AZ

1. Customer Service

2. Cashier

3. Organizer

REFERENCES

Danielle Reed Chase Bank 623-***-****

Michael Dillingham Chase Bank 520-***-****

Alisha Roman ER Solutions 602-***-****

Jose Azua Chase Bank-602-***-****

SKILLS

I have been a top performer of my department on many occasions, employee of the month, received a top

team award for our dept, and also outstanding customer service award. I have 40+ KPM, along with 10

key knowledge. I also have experience with Microsoft Word, Excell and, PowerPoint skills. I have the

ability to meet deadlines, take on multiple projects at once, meet goals while staying within accordance; I

also assist with Spanish customers needs. I am a fast learner: strong negotiator and have always excelled

at everything I do.

Contact this candidate