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Ideal BF

@idealbf

Customer Service Representative at Loancare who assists mortgage borrowers, resolves website navigation issues, and exceeds monthly service benchmarks.

United States

Message

At Loancare, I assist borrowers with mortgage inquiries, process payments, and troubleshoot website navigation issues. I’ve surpassed all monthly customer service benchmarks and worked with customers to establish payment plans.

Previously, I supported HELOC customers at PHH Mortgage Services, including financial assessments and payment arrangements. I also provided desktop support at The University of Pennsylvania, assisting end users with hardware and software issues.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative I

Current

Loancare

Apr 2022 - Present (4 years 6 months)

Assisted borrowers with mortgage inquiries, processed payments, and troubleshooted website navigation issues. Initiated outbound collections calls and collaborated with customers to establish payment plans.

LPS Fidelity Black Knight Financial Systems Customer Service Collections Payment Processing Troubleshooting

Instructional Assistant

Laboratory Charter School

Sep 2017 - Feb 2022 (4 years 5 months)

Served as a teacher's aide, maintaining records of child development and fostering independence in children. Designed engaging activities and offered guidance on behavior and social growth.

Child Development Record keeping Behavioural Support Activity Planning

Customer Service Representative/HELOC Customer Service/Collections

PHH Mortgage Services

Oct 2014 - Sep 2017 (2 years 11 months)

Delivered customer service for HELOC customers, conducted financial assessments, and managed high-volume calls. Employed negotiation skills to establish payment plans and reduce outstanding balances.

HELOC Financial Assessments Collections Negotiation Customer Service High Volume Calls

Desktop Support Technician

The University of Pennsylvania

Oct 2012 - Sep 2014 (1 year 11 months)

Provided technical support to end users via in-person, phone, and remote tools. Installed and maintained desktop hardware and software, and collaborated with IT team to improve support procedures.

Desktop Support Hardware installation Software Configuration Troubleshooting Remote Support

Technical Customer Service Representative

Language Services Associates

Sep 2011 - Aug 2012 (11 months)

Documented customer interactions in CRM and consistently achieved performance metrics. Delivered product demonstrations and training sessions to customers.

CRM Customer Service Product Demonstrations Training Performance Metrics