Mortgage Loan Processor/loan assistant/Customer Service
La Vonda Moniqu’e Allen
8034 Ashland Ave Manassas, Va. 20109 Email: email@example.com Cell Phone: 757-389-1947
Microsoft Office Suite Package; Fast Data; Image View, As400, Microsoft
A proven performer in the financial and customer
service industry. Adept at forging partnerships with business partners in order
to drive success based on shared goals. I successfully completed 17 years in
Customer Service and Collections, with recognized strengths in account
maintenance, ownership, and problem resolution. Five years of supervisory
Process Improvement … Self-motivated … Leadership
and Coaching … Customer Service...Verbal and Written Communication … Dedicated
America, Fairfax, VA 12/2012-
Service Specialist II
Process of loans approved by an Underwriter or
an automated decisional system within designated signing authority limits.
Clear conditions and issuing changes to the
terms on previously approved loans.
Responsible for but not limited to verifying
conditions of approval which may include customer income/assets documentation.
Resolve routine title issues including, but not
limited to the following: vesting issues, child support liens, judgment liens,
mechanic liens and undisclosed liens conveyances; may processes subordinations;
resolves appraisal disputes; depending on channel, may coordinate closing
Maintain a high level of customer service by
being proactive in communication with customers, may include banking center
Communicate with customer and sales force in the
closing process of the loan.
America, Norfolk, VA 06/2011-
Single point of contact.
Monitored the collections of documents.
Communicated reviewed decision and help guide
the customer depending on results.
National Home Retention Specialist that handles
SFO, HFI, FNMA, NHRP, DOJ for modification process.
Liquidation options as well.
Respectively manages a portfolio of delinquent
loan, working with loan modifications to determine solutions that will cure
accounts in a timely manner.
My customer average base pipeline is 250-350
America, Norfolk, VA 12/2004
Manager — Collections
Maintained current and delinquent Visa Master Card
credit card accounts.
Total Systems 2, CROSS and CACS computer
Assisted customers with daily issues such as
payment resolution, debt counseling, and restructuring account history.
Prepared financial profiles in regards to
Assigned to Customer Assistance Inward Team.
Servicing accounts current to 150 days delinquent,
Reviewed credit report data and utilize various
skip-tracing methods (Boss, Model, Image View, Fast Data etc…) to avoid
charge-off and minimize bank net credit losses, and to help with current
account to 150day past due.
Mentor 4, Glen
Allen VA 09/2004-12/2004
Serviced accounts 120-150 days delinquent
Loss prevention strategies, review credit report
data and utilize various skip-tracing methods to avoid charge-off and minimize
bank net credit losses.
Assisted customers with periodic updates
including, daily issues such as payment resolution, debt counseling, and
restructuring account history.
Marketing Association, Virginia Beach, VA 05/2001-9/2004
Captain/Supervisor/Trainer Customer Service
Trained and supervised 10 employees providing
Placed outbound calls for magazine subscription
telemarketing sales department.
Efficiently collected calls on 30 day delinquent
Facilitated training of personnel concerning job
specialty and technical training including curriculum
Prepared lesson plans outlines & proficiency
Tenure includes three years of telemarketing
sales and customer service.
Virginia Beach, VA. 05/1997-
Service Representative, Supervisor, Recruiter
Processed calls in an Inbound call center.
Performed numerous tasks associated retail sales
of ticketed events, reservations, and merchandise.
Processed returns, loss prevention, credits,
purchases, accounts payable, accounts receivable, stock inventory, merchandise
Recruited, and training newly hired personnel.
Handled escalated customer issues while
providing high quality customer service.
State University, Norfolk, Va. 1987-1990
Indiana Civil Rights Commission File Clerk
Vocational Technical Center, Norfolk, VA 1985-
Business Administration/Accounting Major
Vocational Diploma-Cosmetology Certification