Customer Service Mortgage Rep. 3

NICOLE TEAT

Mesa, AZ ***** 480-***-**** ad7fsp@r.postjobfree.com

Professional Summary and Skills

With over 15 years of dedicated service as a mortgage loan servicing representative, coupled with extensive experience in call centers and a role as a customer service/appeals and grievance coordinator, I bring a wealth of expertise. My multifaceted background has honed my interpersonal skills, teamwork abilities, and commitment to excellence. As a certified Level 3 Customer Service Representative, I have consistently demonstrated my capacity to handle complex customer interactions with empathy and professionalism. I am a diligent and hardworking individual, capable of navigating challenging situations with ease while maintaining a focus on providing exceptional service. With a proven track record of success in diverse professional settings and currently serving as a medical transporter, I am eager to use my skills and experience to make a positive impact.

Professional Experience

Medical Transporter: Veyo Transportation – Phoenix, AZ 04/2021 to Current

Enhanced patient comfort by providing safe and efficient transportation within healthcare facilities.

Ensured timely medical appointments for patients by maintaining strict adherence to schedules and routes.

Improved patient satisfaction with prompt and courteous transport services, assisting with wheelchair or stretcher usage as needed.

Facilitated efficient communication between medical staff and patients, addressing any concerns or questions during the transport process.

Mortgage Loan Servicing Representative: Cenlar FSB – Tempe, AZ 06/2016 to 11/2019

Addressed a wide spectrum of mortgage servicing inquiries encompassing payments, escrow analysis, insurance, HELOC, tax, and fraud, ensuring comprehensive client support.

Conducted thorough research and resolution of inquiries within a call center setting, utilizing effective communication channels such as telephone, email, and chat platforms.

Managed a high influx of telephone inquiries from customers, providing assistance with payment clarifications, returns, and account charges, fostering positive client relations.

Maintained consistent contact with clients to address ongoing issues and followed up on cases requiring specialized attention, ensuring resolution and client satisfaction.

Collaborated with colleagues across various levels to streamline processes and enhance efficiency in handling mortgage servicing inquiries.

Demonstrated adaptability and proficiency in managing diverse client needs within a fast-paced environment, contributing to the overall success of the team.

Mortgage Loan Servicing Representative: Aerotek – Phoenix, AZ 09/2015 to 06/2016

Conducted thorough investigations of accounts to verify accurate out-of-bound calls to residences.

Managed administrative tasks efficiently to support smooth office operations.

Oversaw the processing of payoff demand statements, ensuring precision and compliance.

Rectified misapplied funds by executing necessary adjustments and transfers.

Maintained regular communication and diligently followed up on complex issues requiring special attention.

Contributed to marketing initiatives by proactively engaging in outbound sales calls to promote special promotions, enhancing brand visibility and customer engagement. Additionally, provided personalized assistance to customers in product selection, resulting in high levels of customer satisfaction and appreciation.

Customer Service/Appeals and Grievances Coordinator: OPTIUM – Phoenix, AZ 07/2013 to 09/2015

Collected and analyzed data to detect deficient controls, duplicated effort, extravagance, fraud, or non-compliance with laws, regulations, and management policies.

Supervised auditing of establishments and determined scope of investigation required.

Inspected account books and accounting systems for efficiency, effectiveness, and use of accepted accounting procedures to record transactions.

Streamlined case management by implementing a well-organized tracking system for all incoming appeals and grievances.

Education

Hogan Senior High School - Vallejo, CA High School Diploma

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