Customer Service Quality Control

SHRONDA MCWHITE

**** *. ***** *** *****

Florence. SC. 29506

843-***-**** (H)

843-***-**** ( C )

abkrot@r.postjobfree.com

Summary of qualifications

Broad and incisive knowledge, training and experience in processing and accounts receivables.

Excellent verbal and written communications skills. Exemplary customer service and client care

skills.

Education

1992 Poynor Adult Education Florence, SC

G.E.D.

Professional experience

Washington Mutual Bank Florence, SC

CUSTODY SERVICING REPRESENTATIVE 2007- 2009

Maintaining control of documents received (i.e. sort into loan number order, file into the

appropriate vault location, communicate discrepancies); Respond to requests from various

internal and external sources (i.e. locate collateral files and, follows protocol for validating

authorized requestor, update appropriate tracking systems); contribute to timely delivery to

investors (i.e. following up on missing documentation and/or investor audit requirements; review

and audit documents or images for completeness and accuracy. inputs data daily for all

documentation reviewed and approves for subsequent processing); develop and maintain

knowledge/performance of audit review, including a complete review of all collateral

documentation (i.e. follows investor requirements for type of commitment and classification of

loans to be sold; determines document or data deficiencies, updates appropriate tracking system

as needed); Assist as needed on special related projects; Perform data entry; Maintaining

productivity standards; Performs related work as required.

LOAN DISTRIBUTION SPECIALIST I 2003 - 2006

Responsible for receiving, sorting, validating and delivering loan files from internal and external

departments or contract carriers. Additional duties include verifying that loan documentation is

complete, identifying and notating any discrepancies, and escalating discrepant files to the next

level, ensuring that loan files are delivered to appropriate personnel within specified timeframes.

SUPPORT SPECIALIST 1995 - 2003

In a high-paced environment with emphasis on productivity and quality control, responsible for

processing hundreds of checks daily. Responsible for intradepartmental sorting and distribution

of daily reports. Additional duties include assisting on special projects, supporting the Speed Pay

areas as needed and answering incoming bank calls concerning the acceptance of payments. In

addition, handling the Pre-Foreclosure Desk by ordering off-line letters as requested by the area

on a daily basis, preparing letters for Certified Mailing and filing of in-house copies. Assisting

the Correspondence area with backlog when necessary. Additional duties include receiving calls

from mortgagors 30 to 60 days past due, entering account-level data for check verification,

correspondence of the document account to indicate receipt of checks, and correspondence

received. Requisite skills of the position include PC usage for entry of forbearances for

Collections and Loss Mitigation departments. Additional administrative duties include document

management and copying, departmental mail sorting, routing and delivery. Recipient of October

1996 and April 1998 Keys to Service Quality for outstanding customer service.

Objective

Securing a position in a progressive, growth-oriented organization offering opportunities for

advancement where my skills, training and experience will be utilized, challenged, and valued.

REFERENCES AVAILABLE UPON REQUEST

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