Experience

Old Republic Title Tech Companies, Inc.

• Software Development
• 1 - 100 Employee

• Customer Service Specialist

  • 2020 - Present

  Title Insurance Title Insurance


Danbury Senior Living
• United States
• Hospitals and Health Care
• 100 - 200 Employee
• Resident Health Care

  • Jul 2014 - Present

Third Federal
• United States
• Banking
• 400 - 500 Employee
• Default Servicing/Customer Relations

  • Oct 2012 - Jul 2017


KeyBank

• United States
• Banking
• 700 & Above Employee

• Customer Service Specialist

  • Jan 2008 - Feb 2012

  • Negotiate payments and offer solutions to avoid customer default • Provide effective and timely resolution of a range of customer inquiries • Strive for one-call resolution of customer issues • Active member of Greenbelt project teams aligning with Six Sigma process improvement initiatives • Assist in Team Lead functions, answer manager calls, and provide feedback to junior agents • Facilitate weekly team huddle meetings • Provide effective and timely resolution of a range of customer inquiries • Manage multiple priorities and maintained effective results in a quota driven workplace • Utilize multiple call center support applications to efficiently assist customers and agents • Review collateral values and credit bureaus to make recommendations for repossession assignments, short sale and settlement approvals



First American Title

• United States
• Real Estate
• 700 & Above Employee

• Appraisals/ Lien specialist

  • 2003 - 2007

  • Handled all incoming calls, e-mails, and written correspondence to resolve customer concerns • Partnered with Customer Advocate Manager to resolve customer issues • Assisted peers with daily job performance questions • Verification of Titles and Liens to confirm ownership for recording process • Cross trained various departments and provided performance assistance when needed • Attended on-site training courses for Customer service, Fact Title, and Recording processes • Managed 15 lender accounts and resolution of rejected documents • Liaison between lenders and county regarding recording security instruments • Assisted on special projects as required such as Power point presentations for new procedures/Product roll out. Maintain profit/ Loss spread sheet for Fact products/ Appraisal cost. Complete monthly spreadsheet to track all recorded/ and rejected county documents for each lender. • Reviewed Security Instruments/Legal descriptions to ensure recording requirements were met. • Obtained recording information while verifying recording information was correctly indexed. • Processed appraisal reports. Created PDF version for record keeping. • Reviewed and paid appraiser invoices. Updated records as appropriate. • Assisted appraisers and lenders with scheduling and conflict resolution. • Maintained monthly savings/loss spreadsheet to negotiate appraiser fees. • Follow up with lenders and appraisers to provide inspection and appraisal report status. • Assured quality and satisfaction with process of appraisal.