Experience

ServiceMac, LLC
• United States
• Financial Services
• 200 - 300 Employee
• Customer Experience Specialist

  • Mar 2022 - Present


Home Point Financial

• United States
• Banking

• Customer Experience

  • Aug 2020 - Aug 2023

  • Produce and execute Net Promoter Score and Segment surveys to gauge customer satisfaction in meeting their servicing needs. • Identify root causes for fail reasons and defined action plans to put into place for agent performance and process improvement initiatives.• Assist in creating internal reporting to track monthly results and easily display survey responses to senior leadership. • Introduce customer experience scorecard to distribute survey results to call center agents • Create recognition program to reward agents that exceed expectations in their customer service levels. Show less

• Quality Assurance Specialist

  • Mar 2020 - Aug 2020

  • Evaluated written Correspondence for accuracy and quality of response.• Rejected inaccurate or incomplete cases back to agents for correction.• Identified knowledge gaps and potential training needs. • Responsible for conveying trends and recommendations for remediation clearly to leaders. • Monitored outbound Dialer campaigns to ensure compliance with investor requirements.

• Cashiering Analyst II

  • Jan 2020 - Mar 2020

• Cashiering Analyst

  • Apr 2018 - Jan 2020

  • Posted accurate and timely payments to mortgage loan accounts such as data files and physical checks. • Processed high volumes of mortgage payoffs and payoff quotes which include escalations from third parties and internal teams. • Researched and collected on payoff shortages. • Applied tax and insurance refunds to borrower accounts. • Identified and remediated any NSF payments.



CoreLogic

• United States
• Information Services
• 700 & Above Employee

• Sr. Operation Services Associate

  • Aug 2017 - Apr 2018

• Operation Services Associate

  • Dec 2016 - Aug 2017

  • Conducted research of tax data which requires the review of multiple sources including databases, third parties and/or public information. • Responsible for processing tax payments via checks, wires and ACH’s.• Reviewed incoming tax bills, identified and disbursed bills for system input.• Reviewed reports from mortgage companies to check for missing payments, matched bills to checks and extracted system data that needs to be forwarded to clients.• Required to retrieve, create and update documents/spreadsheets using a range of different formulas and formatting. Show less

• Customer Service Specialist

  • Nov 2015 - Dec 2016

  • Refined experience in customer service and soft skills.• Assisted clients with property tax and escrow related inquires• Performed as Customer Resolution Advocate (CRA) for difficult, escalated customer issues.• Acted as mentor responsible for supporting new hires transitioning in to escrow services.• Ensured service level agreements and contractual client obligations were met.