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Ever Bank - Mortgage Servicer Resume Example

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Anna Gonzales
XXXXX XXXXX XXXX XXXXXXX, Jacksonville, FL 32218
Professional Summary

Seasoned Professional with more than 20 years of experience in fast-paced customer based environment. Excellent Customer Service skills and Communication skills. Track record of achieving exceptional results in Customer relations and Communication skills.

Mortgage Servicer May 2009Nov 2013 Ever Bank Jacksonville, Fl
  • Confer with customers by telephone to provide information about products or services
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments,as well as actions taken.
  • Review insurance policy terms to determine whether a particular loss is covered by insurance.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Handle unresolved customer grievances and complaints.
  • Resolve customers' service or billing complaints by performing activities such as reviewing loan documents.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
  • Solicit sales of new or additional services or products.
  • Process payments and negotiate arrangements to bring loan current.
  • Educate homeowner on loan and homeowner insurance.
  • Review loan agreements to ensure that they are complete and accurate according to policy.
  • Handle customer complaints and take appropriate action to resolve them.
  • Stay abreast of new types of loans and other financial services and products to better meet customers' needs.
  • Market bank products to individuals and firms, promoting bank services that may meet customers' needs.
  • Negotiate payment arrangements with customers who have delinquent loans.
  • Train new employees.
Provider Relations Rep Feb 2007Feb 2009 Value Options Jacksonville, Fl
  • Responsible for ambulatory follow up procedures to      
  • ensure that members have access to aftercare providers.


         Primary contact after customer service for  provider questions involving single case agreements, authorizations, claims processes and technical assistance

  • Determines the eligibility and benefit status of all participants. Builds reviews in the connect system as required by workflows. Communicates with clinical team manager when barriers are identified to completing assigned tasks.

  • Responsible for the daily monitoring of assigned queues and immediate reporting of variance that include but are not limited to CMS calls; connect queues, and individual queues when directed by the Clinical Manager/Supervisor.

  • Record member/provider inquiries into the Connect system and completes administrative functions as necessary. Conduct provider searches and record findings including provider status.

  • Assist clinical care managers to locate community resources for referral purposes

  • Primary contact for building and authorizing outpatient cases for members and providers through the registration process and the screening criteria tool.

  • Assist with reporting requirements when requested.

  • Responsible for sending and distributing clinical faxes per contract requirements and HIPPA policy. Monitors fax machines for documents with PHI as well as functionality (paper loaded)

  • Other duties as assigned to allow Care Managers to focus on assessments and reviews.
  • Recovery Specialist Jul 2000Aug 2007 Wachovia Bank Jacksonville, Fl
    • Oversee activities directly related to making products or providing services.
    • Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products.
    • Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
    • Manage portfolio, preparing work schedules and assigning specific duties.
    • Establish and implement departmental policies, goals, objectives, and procedures, conferring with board members, organization officials, and staff members as necessary.
    • Adhere to staffing requirements, and train new employees, or oversee those personnel processes.
    High School Diploma: General Studies Jun 1989 Edward H. White Jacksonville, Fl
    Associate of Science: Education Edward Waters Jacksonville, Fl
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    Resume Details

    This is a real resume for a Mortgage Servicer in Jacksonville, Florida with experience working for such companies as Ever Bank, Value Options, Wachovia Bank. This is one of the hundreds of Mortgage Servicer resumes available on our site for free. Use these resumes as templates to get help creating the best Mortgage Servicer resume.

    Previous Companies:

    • Ever Bank
    • Value Options
    • Wachovia Bank

    Previous Job Positions:

    • Mortgage Servicer
    • Provider Relations Rep
    • Recovery Specialist


    • Edward H. White
    • Edward Waters

    Level of Education:

    • High School Diploma
    • Associate of Science

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