Customer Service Associate

Lakenya Fisher

Customer Care Specialist

Jacksonville,Fl 32204 904-***-**** ***********@*****.*** Summary

Disciplined customer service representative with over 15 years experience in the industry with roles in collections, customer care, mortgage servicing, face to face cash handling and loan processing.Work well individually or in a group setting willing to collaborate with other departments to reach a resolution to resolve customers inquiries.Eager to put my years of experience to use and become an asset for years to come within your company. Seeking Hybrid or Remote Positions. Experience

Lending Bear

Customer Service Associate

08/2022 – 02/2024

• Assisted clients with transferring of funds and securities along with issuing checks as needed.

• Submit loan applications and structure loans ensuring repayment in a timely manner.

• Adhere to collection practices to collect delinquent accounts legally morally and ethically.

• Process Western Unions, pawn and electronic transfers

• Establish personal rapport and open communication via phone and email Venus Swim Wear

Senior Account Escalation Specialist

08/2016 -08/2022

• Remote process fulfillment representative.

• Answer inquiries about product availability,specifications, pricing.

• Process orders by phone following standard procedures for taking orders, catalog request, catalog name removals and other request.

• Ensure accuracy and quality of orders from processing through delivery.

• Manage complaints regarding products and services.

• Communicate problem resolution to upper management to ensure customer satisfaction.

• Account resolution analyst including making financial adjustments, reshipping merchandise, and expediting orders.

Select Portfolio Servicing

07/ 2011 – 08/2016

Advocacy Correspondence Specialist / Loss Mitigation Processor

• In depth research of customer complaints and inquiries seeking resolution and drafting an accurate and comprehensive formal written business response.

• Follow standard policy and procedures for referring issues to support staff and other departments.

• Seek resolution beneficial for both the customer and company.

• Data entry for customer complaint, dispute and resolution.

• Work with borrowers, real estate agents, and attorneys.

• Loan processor of documents for modifications, short sales, deed in lieu, forbearance agreements.

• Clear understanding of debt to income, loan to value, annual percentage rates, combined loan to value, and other credit factors.

• Implement rules, regulations, laws and methods of collection.

• Adhere to all corporate policies as well as internal and external and compliance guidelines CFPB standards.

• Review payment of PMI insurance and review Escrow Analysis statements to insure escrow lines are accurate.

• Adherence to all government regulations and company, department policies and procedures. Ensures individuals and departments goals are met by providing resolutions and comprehensive written responses to the customer complaints and inquiries. Education

Cornerstone Christian Correspondence

High School Diploma 2002

Skills & abilities

• Microsoft Office, Word, Excel, Power Point, Spreadsheet

• Strong Analytics

• Loan Production System

• MSP Used Mosaix Avaya and Latitude Dialer Systems

• Excellent Verbal and Written Communication Skills

• Select CE, Pacer, Lighthouse Base

• FHA, VA, CONV, CFPB, RESPA TILA Guidelines, FDCPA

• Reconciliation

• Extremely Organized, Written grammar spelling and punctuation

• Skip Tracing

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