Experience

Ascension Capital Group, Inc.

• United States
• Consumer Services
• 1 - 100 Employee

• Bankruptcy Specialist

  • 2011 - Present

  Manage Trustee/Attorney/Customer communication to attain resolution • Interpret payment history and explain loan information. • Obtain payoff requests as needed and complete as required according to policy. Monitoring of a high profile portfolio of Active Bankruptcy accounts to ensure compliance with Bankruptcy law. • Utilize effective communication skills to respond to telephone calls and written requests from internal and external customers (i.e. Customers, Attorneys, and Trustees). • Establish business relationships with internal counsel and influence attorneys to achieve required timelines and achieve necessary resolutions. • Confirm proper posting of payments during the Bankruptcy from customer and trustees. • Understand and interpret Mortgage Documents as it relates to resolution and loan status. • Examine Broker Price Opinion's and Appraisals to determine equity position. Identify and correct account exceptions within the portfolio by utilizing report features. • Review incoming mail/fax documents daily to determine case status and conduct any necessary followup action. • Audit accounts for errors and inaccuracies, ability to correct and update status of the accounts accordingly. • Responsible for Proof of Claim filing, • Provide coaching and training to associates on new or updated policies and procedures Show less



Bank of America

• United States
• Banking
• 700 & Above Employee

• Home Retention Specialist

  • Mar 2009 - Sep 2010

  Provided mortgage assistance for customers with accounts 15 or more days delinquent • Worked Loss Mitigation and Foreclosure queues to provide customers with alternatives to foreclosure before the foreclosure sale date. • Resolve routine billing inquires and negotiate payment arrangements to cure delinquent accounts. • Manage specialized portfolios of Advocacy and high profile Government loans. Provided mortgage assistance for customers with accounts 15 or more days delinquent • Worked Loss Mitigation and Foreclosure queues to provide customers with alternatives to foreclosure before the foreclosure sale date. • Resolve routine billing inquires and negotiate payment arrangements to cure delinquent accounts. • Manage specialized portfolios of Advocacy and high profile Government loans.



Brinks Home Security

• Customer Service Lead Specialist

  • Dec 2005 - Jul 2008

  Processing in-bound escalations to the point of resolution, including customer service inquiries, complaints and requests for assistance pertaining to system use, maintenance and customer account information. • Update database files and customer account information to insure accurate account information is being processed. • Schedule service appointments for technicians at the branch office locations to insure efficient and effective system maintenance. • Research alarm log, and taking reports for Real Break-in incidents • Database service log and payment history to determine source of problem and provide and immediate answer to the problem or inquiry. • Document all activity on CRT and/or on appropriate forms. • Inform appropriate departments of certain requests that are initiated by the customer but cannot be performed by customer care. • Provided assistance outside of job function as requested by leadership Show less